It allows all the components of a call center - telephone switches, interactive voice response units, agent work-stations and databases containing customer information to work together efficiently.
These are the basic technologies that should be considered as you build your call center: automated call distribution systems (AGDs), interactive voice response units (IVRs or VRUs) and contact management systems.
Since Fitch's prior review, SPS enhanced its customer service workstation to consolidate interfaces and automate customer verification, and upgraded its telecommunications to integrate its interactive voice response unit with its customer service desktop application.
Since Fitch's prior review, the company expanded the functionality of its customer website and interactive voice response unit (IVR) to allow borrowers 24-hour access to make payments, order copies of loan documents, obtain account information, and request payoffs.
In addition, CMI upgraded its customer service technology with a speech enabled network interactive voice response unit (NIVR) that allows customers to press or say options in English or Spanish.
Convedia's award-winning family of carrier-class IP media server products and technology reduces capital and ongoing operational costs by consolidating the functions of traditional announcement and recording servers, interactive voice response units (IVR/VRU), audio/video conference bridges, voicemail servers, and speech platforms onto a single shared media processing platform.
Convedia's award-winning family of carrier-class IP Media Servers reduce capital and ongoing operational costs by consolidating the functions of traditional announcement and recording servers, interactive voice response units (IVR/VRU), audio/video conference bridges, voice mail servers, and speech platforms onto a single shared media processing platform.
