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HOW IT WORKS
PX IVR connects to your phone system and
accepts all incoming calls from your customers,
greeting them in any language you make available.
You may set up different access numbers
for each language or you can present them
with a language selection menu that says,
“For English, press 1, for Spanish,
press 2…”, and let them choose
their desired language. Upon language selection,
the IVR presents users with a menu of available
options. Example: “To place an order
press 1, to inquire about an existing order
press 2.” At any point you can allow
the customer to press 0 or * to be transferred
to a customer service representative.
Prompt for the customers account number,
order number, social security number or
anything you please. The amount of menus
and questions you can ask, and the amount
of information you can obtain or give to
your customers is unlimited.
PX IVR is capable of connecting to your
company’s database to allow for a completely
integrated information collection and retrieval
system. The information you provide to your
customers will always be accurate as opposed
to those other IVR systems that may only
allow access to offline data. This enables
instant live data retrieval and updates
to all your company data. Information is
centralized and you don’t have multiple
copies that can cause data integrity issues.
The benefit is systems that are always concurrent,
whether being examined by your customers,
employees or management.
PX IVR comes with CallMonitor, a graphical
user interface that enables you to view
calls that are in progress. Its color coded
display indicates which calls are being
handled by the IVR, which calls are connected
to Customer Service and which calls are
on hold. CallMonitor summarizes the total
number of lines that are idle, connected,
handled, transferred or on hold, and average
hold times. Plus, you can run reports such
as call volume per day or per month, summarizing
average hold times, total calls handled
by the IVR, total calls transferred to customer
service and more!
The IVR menu and call flow design is based
on a relational data base model that allows
you to update and customize your IVR menus
and paths quickly and easily with zero down
time and the easy to use graphical service
creation environment makes menu modifications
a snap.
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Solutions > PX IVR - Interactive Voice
Response System
