This means the right agents can be assigned to the right customer interactions regardless of medium. E-mail messages can be blended with inbound and outbound calls, enabling agents to switch seamlessly between media types. IVRs will automatically answer incoming calls and provide callers with a menu of choices from which to select, using just the phone keypad. An IVR allows callers to route themselves to a department, group or station, as well as, retrieve data, such as account balances or order status. These capabilities allow repetitive caller inquiries to be answered quickly and consistently without the need for a human operator.
Voice recognition allows the system to recognize keywords or phases from a caller.
Voice recognition is a great application to aid callers who do not have access to the touchtone keypad or are using rotary phones. There are multiple types of voice recognition, including discrete numeric, continuous numeric, alphanumeric, speaker dependent and custom. Sprint will propose the right solution based on the needs of the business. Sprint's Web solution makes it possible for companies to interact with customers via the Web. This system has open and standard interfaces, which allow Sprint to provide you with custom Web integration.