Genisys IVR System is a technology that automates interactions with telephone callers. Enterprises are increasingly turning towards the IVR System to reduce the cost of common sales, service, collections, inquiry and support calls to and from their company. Historically, IVR System solutions have used pre-recorded voice prompts and menus to present information and options to callers, and touch-tone telephone keypad entry to gather responses. Modern IVR solutions also enable input and responses to be gathered via spoken words with voice recognition
Genisys Interactive Voice Response (IVR) Module allows handling of large call volumes, as well as creation of complex call flows. The IVR/ACD modules enable self- and assisted service for query/dispute resolution, transaction processing, pin retrieval, password/pin generation etc. For the self-service operations, Genisys IVR module provides for Text-to-speech (TTS) integration, Automatic speech recognition (ASR) integration, database integration, scripting capabilities, 100% blind recording (with compression and multimedia operations), and E-mail/SMS/Fax integration.
Based on latest IP based technology, the technology eliminates the use of expensive propriety hardware, lowering the network infrastructure and hardware costs up to 70%. The modular architecture facilitates seamless scaling by simply adding few processing units (i.e. inexpensive Linux Server machines). With ability to integrate additional generic and process specific features, the IVR system can cater to your current as well as future requirements. Seamless integration with any third-party components (CRM, telephony equipment, third-party software) and multiple-site deployment allow you to scale up your operations without enormous infrastructure investments.
Genisys IVR solution enables CC agents to spend quality time on making successful business interactions.
Automation of operations – IVR takes care of callers seeking account balances, process transactions, balance transfers, flight timings, or just promotional schemes. Efficient management of agent workforce reduces the need for additional expenses on staffing and training.
IVR Designer – With Genisys IVR designer, configuration of call flows on-the-fly for end-to-end caller experience is easy. Simple drag and drop abilities do not require knowledge of complicated programming constructs.
3rd-party database interfaces– Genisys IVR offers tighter integration with third party databases and allows agents to obtain the right information immediately being fetched from the underlying DB.
Reduced wait time – Genisys IVR enables reduction of caller wait times with the help of flexible call queue management. Callers are informed of estimated wait-times so they can call back at specific time and do not waste their time waiting during busiest hours of the day. Supervisors can monitor and manage call queues to ensure that agents are uniformly distributed across queues.
Real time and updated information – With Genisys IVR there is reduced dependence on humans for information retrieval and record searching, as the automatic IVR does all the work.
Ease of operations scale-up – Genisys IVR solution makes scaling up easier to manage at low cost and does not require heavy investment at the onset or during capacity upgrades.
Easier management – Storage and search of voice records becomes simpler based on varied formats and parameters respectively.
Comprehensive reporting for supervision and QM – GUI, web-based, real-time reports for productivity and performance management.