Service provider and in-house developers can reduce interactive voice response (IVR) application development time, bringing their IVR solutions to market faster with Pronexus VBVoice™. Building on fifth-generation technology, VBVoice enables the creation of feature-rich inbound and outbound IVR solutions.
Thousands of companies all over the world use VBVoice in IVR applications varying from:
Interactive voice response (IVR) solutions featuring automated notifications help companies to easily deliver simultaneous real-time notifications to large groups of people located anywhere around the world. This can be done by voice, email, text or fax.
An outbound emergency notification IVR can be utilized during urgent situations to deliver phone alert messages to users. The end user has the option of acknowledging the call and providing a status update. Simultaneously, dispatch operators can be notified of the event and alerted to the location. Communities can utilize this application to alert the general public about disasters or events occurring in their neighborhood, as well as relay any information on evacuation or escape measures. Additionally, if the resident requires special assistance, the call can be routed by the IVR to an emergency line.
In a related nonemergency service, IVRs can be used in systems that contact the elderly or homebound residents. This application automatically calls members who subscribe to this service every day to ensure their well being. The resident acknowledges the call by simply answering the phone or by pressing a phone key. If the call is unanswered or unacknowledged, a family member or community service group can be automatically alerted by the phone system.
An auto attendant interactive voice response (IVR) application directs telephone calls to the appropriate extension based on selections made by the caller. The IVR replaces or helps human operators by greeting the caller with a welcome message and routing the call to the right destination. IVR auto attendants can also be integrated with a number of call management functions such as an automatic call distributor (ACD).
An auto attendant IVR application developed with Pronexus VBVoice™ saves money in overhead costs and simplifies incoming phone call procedures. Call centers in particular can instantly become more productive by letting the phone system gather caller information, verify caller identity and determine the best service representative to handle the request.
Automated directory assistance interactive voice response (IVR) applications can be programmed with the name and extension number of every person in an organization. Typically, a caller is asked to spell the user's name using the numbers on the telephone keyboard or with automatic speech recognition (ASR) the caller can say the name of the person they are trying to reach to be connected. To ensure that the caller is connected to the right person, a built-in spelling feature can be added to the IVR. Automating these calls is potentially a major opportunity for cost savings or more productive deployment of staff.
Automated directory assistance applications developed with Pronexus VBVoice™ have provided a tremendous improvement to the industry by allowing a caller to have voice-activated access to a large database of company information simply by using the telephone.
The implementation of an effective automatic speech recognition (ASR) interactive voice response (IVR) solution can reduce the number of agents, supervisors, trainers and quality assurance specialists that are needed within the call center and provide your callers with a self-service solution. If a customer is provided the option of gathering the information s/he needs without accessing an agent, more agents are free to handle calls that can’t be resolved with self service.
Increase caller and operational efficiency
Phone banking is a service provided by a financial institution, allowing its customers to perform transactions over the telephone using an interactive voice response (IVR) application. Most telephone banking systems use an automated phone answering system with phone keypad response or voice recognition capability. With the obvious exception of cash withdrawals and deposits, IVR solutions offer virtually all the features of an automated teller machine.
Pronexus VBVoice™ makes it easy to develop an effective phone banking system that integrates into your call flow. VBVoice is a simple and cost-effective way to provide your customers with 24/7 access to banking and account information, which can promote customer growth and significantly improve your competitiveness.
A fax server interactive voice response (IVR) is a computer-based fax machine. It allows a company to securely and efficiently deliver business information from virtually any application, whether it be via fax, email, print or internet. By integrating and automating the flow of fax, paper and electronic documents, businesses can experience significant cost reductions.
With approximately 100 million fax machines worldwide, faxes are still an ideal way to disperse information. Fax on demand allows a caller to retrieve information via fax simply be using their phones. Users can either use touchtone to choose the document or automatic speech recognition (ASR) to “say” which document they would like. This service is ideal for companies who need to have information constantly available to their customers or employees in places other than their website. For example, wholesale electricity prices, mortgage rates and account balance information can be dynamically updated just prior to transmission and easily sent to the end user.
With an automated gift card interactive voice response (IVR) application, customers can activate their card, check their balance or add money to their card through the telephone. Not only is this self-service solution easy for customers and cost effective for call centers, but the gift card IVR can help prevent card fraud by sending out cards as inactive and requiring the customer to call in to securely active their card. Customers can call from their home phone or even from their cell phone while shopping in the mall.
Gift card activation IVR applications developed with Pronexus VBVoice™ are fully customizable and allow your customers to conveniently manage their own gift cards, resulting in improved customer service and higher sales.
An inbound interactive voice response (IVR) application allows callers to complete virtually any job that can be performed by a live agent – all at a small fraction of the cost to the company. When a user calls a company with an inbound IVR system they can be presented with a fully customizable menu system via voice or user input-driven commands. From there the caller is directed to the appropriate information or agent. This application is essential to organizations large and small that are looking for new ways to cut costs and provide better customer service.
Having an inbound IVR integrated into your call flow can not only set your company apart from the competition, but can help reduce overhead costs during difficult economic times. Pronexus VBVoice™ enables the rapid development of an inbound IVR customized specifically for your needs.
Market research and polling interactive voice response (IVR) applications are a simple and cost-effective way to conduct surveys and to better understand your audience, your members and your constituents.
Not only can IVR polls and surveys provide fast, efficient results, but they can provide important data to help focus your targets for future follow up either by phone, letter, or even in person.
IVR polls can be used for a broad range of applications including customer satisfaction surveys, employee studies, etc. Respondents can either dial in to complete the survey, or a dialer can make outbound calls to the respondents. No person or agent is required to talk with the contacted party, who in turn simply listens to the recorded survey and presses their dial pad to record their responses.
With Pronexus VBVoice™ you can easily develop a market research IVR application to improve your response rate and organize your data into one database.
In the past, outbound customer interactions were handled by way of direct mail, or internal staff. Today, many businesses are leveraging outbound interactive voice response (IVR) applications to notify their customers of events, sales or issues. Outbound messages can be tailored and personalized to each individual, generating a high customer satisfaction and improved customer loyalty. Outbound IVRs are efficient because they can quickly and inexpensively contact large groups of people.
From marketing surveys to notifications, outbound IVR provides an effective and affordable way to maximize your outbound campaigns. Pronexus VBVoice™ makes it easy to develop an outbound IVR application that will help your company proactively communicate with your customers.
Patient notification interactive voice response (IVR) systems enable the delivery of time-critical information via outbound calls to any desk or wireless phone. This solution can be used to inform and remind patients of appointments, schedule openings and medication requirements. Additionally, an option can be provided to contact someone from your medical staff by pressing a touch phone response in which case the dialer will transfer the call.
Healthcare organizations, hospitals, doctor's offices and dental practices can improve productivity and customer service by implementing patient notifications into their phone system. The Pronexus VBVoice™ IVR toolkit makes it easy to develop an IVR solution specifically for the healthcare industry's requirements.
A predictive dialer interactive voice response (IVR) is a computerized outbound call processing system designed to maintain a high level of utilization and cost efficiency in the call center. The IVR's dialer automatically calls a list of telephone numbers, screens the unnecessary calls, such as answering machines and busy signals, and then connects a waiting representative with the customer.
A predictive dialer developed with Pronexus VBVoice™ makes it easy to filter out unproductive calls and spares the agent from having to wait for the phone to be answered. Because of this, agents can better focus on phone conversation with customers and improve customer service along with your company's bottom line.
Investments in self-service interactive voice response (IVR) applications have skyrocketed during the past a few years, with companies large and small building or enhancing self-service IVR solutions. It is easily more expensive to have a live agent handle a call than an IVR.
Building powerful self-service IVR applications with Pronexus VBVoice™ will help automate many transactions that formerly required live employee assistance, while enhancing the user experience by letting them access information more naturally and efficiently 24/7.
When you want to personalize an interactive voice response (IVR) dialogue with customers, it's almost impossible to record every possible message combination. Greeting customers by their name? Informing customers of why their plane has been delayed? Letting customers know the name of the person who signed for the parcel they sent? Process online transactions, bill payments, account balances, inventory, flight information, etc.
Text to speech (TTS) is a software component that integrates with the IVR solution. TTS allows you to create a real-time link between text-based content in your database and a customer awaiting an immediate reply. TTS can read any text outloud without knowing the vocabulary, the names, the numbers or codes contained in the text. This technology is mature; it has been validated by market deployments and is already largely used in telephony services provided by carriers and enterprises alike.
TTS IVR applications have grown past the robotic sounding voice from the 90s. It's now so close to the human voice that it's difficult to distinguish the difference.
Building powerful TTS IVR applications with Pronexus VBVoice™ will increase caller and operational efficiency and satisfaction.
A virtual private branch exchange (PBX) is a computerized device that works as a switchboard, connecting a business with the outside world. It needs no physical presence on either end of the phone call to connect the two parties. Virtual PBX uses voice over internet protocols (VoIP) to route calls over the internet, meaning no expensive hardware is required.
In the call center industry, a virtual PBX application developed with Pronexus VBVoice™ IVR software allows your employees to work from home, giving you a competitive edge over traditional call centers. It can broaden your workforce by allowing you to hire qualified individuals who are unable to work from the office, such as the elderly or single parents, as well as improve communication lines between remote offices.
Voice over internet protocol (VoIP) is the transmission of voice over theinternet in real time by digitizing the voice into packets that are transferred independently over the network. Also known as internet telephony, VoIP is a suitable substitute for the public switched telephone network (PSTN), which works by setting up a dedicated channel (or circuit) between two points for the duration of the call.
VoIP Interactive Voice Response (IVR) solutions can not only bring significant cost savings to a business, but can facilitate a virtual contact center in which information can be easily transferred to any agent, anywhere, as long as they have access to the internet. VoIP is compatible with standard IT technologies like web services, allowing businesses to use distributed agents and virtual contact centers with confidence and to improve customer service through more useful applications and a consistent experience.
Pronexus VBVoice™ IVR software allows you to develop VoIP IVR that will save money, improve customer service and reduce infrastructure complexity.
Interactive voice response (IVR) solutions with voice verification functionality are on the rise for businesses that are looking for added security and convenience. By identifying unique features of a person's vocal characteristics and speaking patters, voice verification IVR applications compare a voice sample with a digital voice model to verify the identity of the person speaking. Biometric technology reduces each spoken word to segments composed of several dominant frequencies called formants. Each segment has several tones that can be captured in a digital format. The tones collectively identify the speaker's unique voice print. Voice prints are stored in databases in a manner similar to the storing of fingerprints or other biometric data.
Voice verification IVR applications, such as employee PIN or password reset services, are producing positive results for those businesses who have already implemented them into their call flow. Voice recognition systems have a high user acceptance rate because they are perceived as less intrusive and are one of the easiest biometric systems to use. Pronexus VBVoice™ IVR software allows you to develop a highly scalable, cost effective, voice authentication IVR solution that will add security and convenience.