eXpand IVR can be used to design automated answering mechanisms, where communication between the client and the exchange can be segmented into a series of menu options that are selected by using a telephone.
In our case, these mechanisms can be simple or complex and can support high call volumes without licensing costs.
The most common ones welcome the clients and guide them reproducing audios and carrying out the options the clients select by means of their telephone, such as forwarding the call to the operator or to an extension.
Others allow self service systems to be implemented (sales, inquiries) and require eXpand to integrate with external applications such as CRM, ERP or data bases (using APIs or IT programs).
These allow an improvement in the customer care service and reduce the company’s costs as most calls can be answered without involving human operators. Thus, the agent will have more time to carry out other, more relevant, tasks.
The IVR can plan for exceptional cases, such as forwarding to an agent any calls from clients who were unable to solve their issues automatically.
In this way, the client will probably be more satisfied when his/her call is answered by an operator, and the automation will be rewarding to the agent as simple and wearisome questions will not require his attention.
In cases where the company has an external IVR system, eXpand will invoke that system, and pass the call flow control on to it. In this case, the client’s call will initially be taken by our solution, which will then delegate the IVR execution to the external system.
If you wish to develop dynamic IVRs, you can do so by using the Event Scheduler; this system allows the user to program the system’s response (see Case C).
A few IVR examples
Case A: a bank wishes to extend its mobile banking services by means of an automated balance inquiry system.
In this case, eXpand provides the bank’s system with the account number and PIN the user entered using a phone; in return the bank answers with the requested balance that will be subsequently reproduced automatically.
Case B: automated sales of “pay per view” titles by a cable operator.
In this case, eXpand connects to the company´s systems in successive steps; first it obtains available signals and presents them to the client, then it establishes a dialogue with the authentication, billing and signal coding systems to complete the transaction. In this way, when the client hangs up the movie is already activated on his or her TV.
Case C: automated sales of “pay per view” titles and programming of new movie listings by a cable operator.
In this case the cable operator can program in eXpand the successive activation of the different “pay per view” signal listings to be offered over the next six months.
The Event Scheduler allows the time when a new listing must be activated to be defined in the IVR. In this way, clients will always find activated titles available when they decide to use the service.