IVR

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Be responsive to customers and lower costs. That's smart.

Intelligently automate the way you greet customers, without the cost and complexity of a traditional Interactive Voice Response (IVR) implementation.

Understand what your callers need—before they reach a live agent.

OpenScape Contact Center Call Director offers a fully integrated IVR system, providing an automated, intelligent ’front-end” for incoming voice contacts. Call Director provides greetings, menus and announcements to your customers before connecting them to a live agent, while allowing callers to provide valuable information that ensures their calls are routed according to who they are, and what they need.

  • Integrated IVR solution for OpenScape Contact Center Agile and Enterprise
  • Auto-attendant with navigation menu prompts
  • Estimated wait time or position in queue announcements
  • Caller input digit collection and response for basic self-service
  • Up to 200 simultaneous sessions per server, 1000 sessions per system

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More intelligent routing decisions.

The ability to read from and write to external databases simplifies customer ”data-directed” routing. That means routing priority and wait times can be optimized according to the customer’s value to you.

Call Director can also provide basic transactional or self-service applications that previously may have required a more complex and expensive external IVR integration.

It’s customer service, made simple.

Managers can design call flows easily with a convenient drag-and-drop interface, to integrate the components into routing and queue processing, including:

  • Auto-attendant with navigation menu prompts
  • Caller input digit collection
  • Announcements and greetings
  • Intelligent messages such as estimated waiting time or position in queue
  • Dynamic, multi-format "numbers-to-speech" playback

Success Story | AZ Damiaan Hospital

See how our Call Director IVR lowered average wait time to 20 seconds and average contact handling time to 57 seconds for AZ Damiaan’s patients.

Success Story | Coca Cola

Find out how Coca-Cola implemented an innovative voice portal solution for automatic assistance for its customers that makes intelligent use of both DTMF and Speech.

Success Story | Orlando Utilities Commission

Learn how our speech-enabled IVR increased OUC’s completion rate by 11%, added Spanish speaking customers, and processed 14,000 calls, 300 e-checks, 400 credit card payments, and 200 stop service calls in the first weekend alone.

 

What is IVR?

Interactive voice response (IVR) is an automated customer engagement technology that interacts with callers, gathers and shares information and routes calls to the appropriate recipient.

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