Xarios IVR (Interactive Voice Response)

The Xarios Technologies interactive voice response (IVR) framework provides a platform for both ‘shrink wrap’ and bespoke IVR applications to be deployed.

IVR applications are generally developed to stream line and automate repetitive tasks usually provided by existing staff members.

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Easy To Use Web Interface

Xarios IVR solution employs an intuitive web based interface (no client- side install required) for configuring and managing the IVR implementation.

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Multiple IVR Platform

The IVR framework allows the customer to implement multiple IVR applications on the same platform at the same time, reducing the cost of implementation and installation.

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Access To All IVRs

IVR Licensing is designed on a per channel basis so once the system is up and running any of the available applications can be used by the customer.

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Outlined here are some of the most popular IVR applications – these can be tailored to meet each customer’s exact needs

Queue Manager

Rather than leaving your customers sitting in a queue- why not give them the option of receiving a call back when it is their turn to be answered?

 

The IVR asks the customer to state their name and to confirm the number they wished to be called back on (they can also optionally leave a short message), the call retains it’s place in the queue and when it is their turn to get a call back the agent can listen to the message before the call is made. Using complementary software applications also from Xarios Technologies this application can integrate with most leading CRM packages, additionally calls can be recorded and quality scored for training and auditing purposes.

Compliance Manager

In many environments today where purchases or transactions are undertaken over the phone, the supplying organisation has to ensure that the terms and conditions of the transaction are clearly stated to the buyer. Compliance manager does this, it plays a pre-recorded message to the client and gives the option of transferring the call back to the agent when the compliance message has been played.

Custom IVR applications

If your requirement is not outlined in one of the applications shown above then call our team for a discussion – they can arrange a design, build and install a custom IVR application based on a particular set of circumstances.

Everything You Need To Know

Q-Minder IVR

The Q-Minder application provides queuing customers a way to leave their phone number and have the IVR wait in the queue on their behalf. When the IVR’s call reaches an agent in a hunt group it will play the agent a message such as “this is Q-Minder call – please hold to be transferred”. The Call will then connect the agent to the customer.

This system deals with a specific problem inbound call centres face on a daily basis; the fact that inbound calls arrive in peaks and troughs and at certain times of the day the call centre will lose calls and at others, the call centre has agents who are idle.

Agent Routing IVR

When a customer has an existing relationship with a user on the system the Agent Routing IVR can route an inbound call to this user automatically.

The IVR will detect the incoming caller’s telephone number and perform a database lookup to find the corresponding agent handling that customer’s account. The IVR will then route the call directly to speed up customer contact.

Announcement IVR

Many call centres that are regulated by the Financial Services Association (FSA) are required to read a “Compliance Statement” to a caller when a sales is made. This statement can often take an agent several minutes to read.

The Announcement IVR can be configured to automatically read this statement for the agent (by conference) and return the caller to the agent in order to complete the call saving staff time and improve staff motivation.

Additional Xarios IVR Information

Looking for additional information on the Xarios IVR?

 

Download the official Xarios IVR brochure below or contact us directly on 0808 202 3200 to speak so a helpful member of our team about the product.

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View More Telephone System Products

View more of T2K's range of available bolt-on products for all telephone systems from Call Recording, Call Management and Desktop PC Integration.

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