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PowerX2011™ telecom server is accompanied by a powerful Interactive Voice Response (IVR) builder which empowers a company administrator to design custom auto attendant menus to meet his different needs at his own convenience. This helpful builder is easy to use and produces quick results reducing programming costs and setup time. There is no limit to the number of menus which can be created with the help of the graphic user interface (GUI). It is so user-friendly that IVRs can be built within a very short time. Links may be embedded within each menu so that multi levels of sophisticated menus can be created.

All the buttons on the main keypad of the handset; that is the numerals and “*” and “#” symbols, are used to store actions for the auto attendant. The PowerX2011™ telecom server is equipped with multi digit handling which means that users can use combinations of the single digit buttons to create multiple digits to store the auto attendant activities. There is no limit on the number of auto attendant actions which can be created for each IVR menu. For instance, a company may configure “15” as an auto attendant action for playing back a message for the support hotline fax number. When a caller presses the “1” button followed by the “5” button on his handset keypad, he may hear a voice message with the following announcement; “Our support fax number is 61234578.”

To make it easier for the administrator to configure the IVR, the IVR builder is also equipped with ready-made auto attendant options for selection. This enables the administrator to quickly get the IVRs up and running without doing any real programming.

The PowerX2011™ IVR provides an open interface that can be easily integrated with the Company’s back end system and application servers (compatible with any ODBC Compliant database). This enables customers to check on bank balances, status of applications, initiate fax on demands, transfer to other ACD groups and support various transactions.
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Benefit of Interactive Voice Response
 
IVR exists to enable customers to access the company's services via the normal telephone lines from any location 24 hours a day 7 days a week. It ensures that all calls are answered and attended to.

As the traditional IVR solution is very expensive, only large multi national companies (MNCs) can afford them. PowerX2011™ telecom server, however, is an all-in-one solution so the costs are greatly reduced such that any company, from small office setups to large MNCs, can reap the benefits of its robust IVR engines.

There is no limit to the number of IVRs and sophistication of the IVR menus which can be created in the PowerX2011™ telecom server as it is very easy to build multiple levels of IVRs in PowerX2011™ telecom server. Hence the IVR in PowerX2011™ telecom server is suitable for any organization, regardless of size. It is also extremely scalable which ensures that the company's investment on PowerX2011™ telecom server is as it grows.

Interactive voice response provides the following benefits:
  • Longer operating hours: As IVR can handle incoming calls without the need for a live agent, companies can extend their business hours to 24/7 (24 hours a day seven days a week).
  • More revenue: As IVR operates round the clock, a company using it as a sales order line for a home shopping network would be deemed as always "open for business". The customer can shop at any time most convenient to him. For example, a customer sees an interesting product advertised on television and wants to purchase it right away. He calls the company's hotline at 1.00 am. The auto attendant answers the call and interactively guide the customer through the IVR to complete his transaction. The sale results in more profit for the company.
  • Lower operation costs: The company does not need to hire more live operators to man the telephone lines round the clock. From the earlier example, the company is able to win new business without hiring more manpower. It saves on staff overhead, staff insurance and overtime pay for the staff
  • Higher productivity: The presence of IVR reduces the agents' workload. More calls can be answered with the same number of agents, increasing the productivity of the agents.
  • Higher staff morale: The IVR can relieve agents of some routine tasks such as repeating the company's address and facsimile number.
  • Greater flexibility in resource utilization: IVR offers great possibilities for automating many tasks which the agents are currently performing such as answering FAQs (frequent asked questions) and scheduling. For instance, the high volume of routine enquiries can be assigned to IVR. Customers can also schedule and re-schedule their own appointments to visit their preferred dentist. This frees up the live agents' time to devote to valued customers with more complex concerns.
  • Increased customer contact effectiveness: The system can collect vital information relating to the call from the customer wait he is waiting to be connected to a live agent. Once the call is transferred to a live operator, the system uses the data obtained to display in the popup screen the relevant customer profile in order to assist the agent in handling the call in a swift professional manner. Both parties can straightaway get down to resolving the object of the call.
  • Improved customer satisfaction: This is achieved in many ways. Firstly, the number of calls missed is drastically lowered as the auto attendant can "pick up" calls when the live operators are unavailable. This improves timeliness in answering calls. Secondly, customers can interact directly with the system through IVR to perform some tasks instead of wasting their time waiting for an agent to attend to them thus reducing the hold time Thirdly, customers can access the services of the company at all times at their convenience. This increases customer loyalty. Fourthly the company can provide consistent replies for all routine enquiries. This enhances the quality of the customer service.
  • Greater market share: The convenience customers enjoyed with the use of IVR will win more customers for the company and enlarge its customer base.
  • Multi tasking: The IVR can also multi task as an information line, a marketing or promotional tool. News flashes and prompts an be recorded to keep callers informed of the company's promotion while the customer is waiting on line to be served. Not only does this serves as a marketing media for the company, it also saves the company funds from advertising in other media. For example, a customer calls a company's hotline and finds that all the agents are busy attending to other callers. While being placed "on hold", he listens to a promotional jingle on the telephone. As the caller's time is occupied with listening to the marketing information, he may not feel bored waiting for his call in the queue to be answered. The company also opens up a new avenue for promoting its products. This avenue does not cost the company additional money and increases cost management through better use of resources.
  • Reduced abandoned calls: Customers can listen to messages such as product promotions or news flash or be guided to self-service while queuing. Routine enquiries can be answered quickly and efficiently using IVR without waiting for a live agent. This helps to reduce the number of abandoned calls and increases customer retention.
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    Features of Interactive Voice Response

    Interactive Voice Response (IVR) is part of the PowerX2011™ telecom server. Unlike the traditional PABX phone solution which attaches an external IVR sub system to the PABX, in the case of the PowerX2011™ telecom server the incoming call is automatically processed by the IVR without any loss of time routing the call back and forth between the PABX system and the external IVR sub system.

    The IVR of the PowerX2011™ telecom server is very rich in features, some of which are as follows:
  • Dynamic Call Flow: The PowerX2011™ telecom server is driven by GrowHill's unique and new generation of IntelliQue™ technology known as Dynamic Call flow Processing Unit (DCPU). It interacts with the live data from the Real time Queue Statistics and accesses the powerful PowerX2011™ matrix to analyze the call flow situation. In this way, it is always applying the latest traffic analysis to effectively direct the call to the most appropriate destination. The destination could be a live agent, workgroup or an IVR. Please refer to the document on Dynamic Call Flow Processing Unit for details.
  • IVR Builder: The PowerX2011™ telecom server has a powerful built-in IVR builder which can create unlimited number of custom-built IVRs.
  • Multi Level Menu: Multiple levels of sophisticated menus can be embedded into the IVRs through linkages from one menu to another.
  • Navigation: Navigation amongst the multiple levels of Auto Attendants is also provided
  • Graphical User Interface (GUI): Easy-to-use GUI tools are provided for the creation of quick Auto Attendant menus; reducing programming costs and setup time.
  • Multi-digit Handling: All buttons on the phone keypad can be used to store actions for IVR. The PowerX2011™ telecom server's IVR offers Multi-digit Handling. This increases the number of IVR actions by enabling the single digit keypad buttons to be combined to form multiple digits for storing more Auto Attendant activities.
  • Ready-made Auto Attendant actions: A wide range of ready-made Auto Attendant actions are available for selection including the highly sophisticated Callback service, directory service, many types of transfer services, etc. The administrator only needs to click on the chosen option and the system will automatically generate the necessary programs in the backend.
  • Call Function Builder: This handy developer tool generates skeleton code syntax for creation of more dynamic call scripts.
  • Static and Dynamic Call Scripting: Provision is made for both static and dynamic call scripting rules.
  • Remote Forwarding: As an IVR action, forwarding of calls is not confined to within internal extensions but also extended to cover remote stations.
  • Feature Codes: A rich set of feature codes are provided codes for example the retrieval of messages remotely.
  • Timeout Feature: The Timeout feature monitors activities within a specified duration and automatically applies a pre-determined IVR action if no activity is detected during the time frame.
  • PowerX AudioSuite™: The PowerX2011™ telecom server's IVR is built with sophisticated engines to record and playback prompts. The PowerX Audio Suite™ offers comprehensive professional recording and editing of prompts and background music as separate entities. It can also digitally slice the recording and use them for 'cut and paste' operations. Please read the PowerX Audio Suite™ write-up for more details.
  • Multiple Languages: Multiple language options of more than ten languages are provided in the PowerX2011™ telecom server.
  • Speech Technology: Comprehensive speech technologies are also available. These include both the Natural Language Speech Recognition (NLSR) and the Text-to-Speech techniques.
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