IVR & Speech Recognition
IT Solutions has many years experience in implementing interactive voice response (IVR) solutions which enable customers to access data and transact business in a user friendly manner over the phone.
Customers can find quick answers to basic questions and avoid long hold times while your agents are have more time to handle complex, potentially revenue generating interactions.
With advanced technologies such as speech recognition and text-to-speech, we can design and deploy a flexible user interface which allows you to automate more and make your system easier for your customers to use.
Our IVR solutions are integrated into your overall contact centre environment allowing you to access data from back-office systems to personalise interactions and fulfill specific inquiries. Likewise, if your customers need to speak to an agent, you can transfer the call, along with any associated data to the appropriate agent.
IT Solutions can provide you with IVR and Speech based solutions which are switch independent thereby protecting your investment when your telephony or IT infrastructure change. We offer both hosted and on-premise carrier grade solutions that scale to fit your evolving needs.
Solutions and Services
IT Solutions has almost two decades of proven experience in developing various IVR solutions using the switch independent Intervoice multi-media platform.Examples of solutions that we have deployed successfully include:
- Order booking
- Order Status
- Order Tracking
- Billing status
- Payment processing
- Automated Customer CallBack
IT Solutions have proven integration on Aspect, Avaya, Cisco, Ericsson and other telephony platforms and provide a range of professional services to assist you in implementing a successful touch-tone IVR or Speech Recognition solution whether you require a departmental or enterprise wide solution.
Our service offering includes:
- Requirements Analysis including Discovery Workshops
- Design and Development of User Interfaces and Call Handling rules
- Integration with both telephony and back-end database systems
- Independent Stress Testing of IVR and Speech Recognition solutions
- Implementation Services
- Support Services
- Project Management
We can integrate many speech recognition engines into our customised solutions from technology vendors such as Loquendo, Nuance and other leading standards based providers of speech recognition technology.