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IVR : Interactive
Voice Response |
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Integrated
/ Transactional IVR |
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Caller is
prompted to enter a number based on a menu selection |
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Information
is retrieved from a data source and played back to
caller (e.g. balance figures or customer-specific
info) |
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Interfaces
currently available |
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—
ODBC compliant databases |
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Telnet VT100/220 |
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HTML |
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TCP/IP |
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SMTP/POP3 |
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Fax back solutions |
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Others available upon request |
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Auto-Attendant
IVR |
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Option
1 – Routing |
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Caller
is prompted to enter selection from menu list |
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Caller is
routed to a specific department / extension / group |
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Forms part
of ActivCTI ACD |
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Can also
be supplied as a stand-alone product to perform routing
functions |
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Option
2 – Digits Capture
(value-add to Option 1) |
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Caller
is prompted to enter a reference / account number |
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Relevant data
is transferred to the agent's desktop along with the caller
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Unnecessary talk-time
is eliminated |
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Used in conjunction
with ActivCTI CTI for screen pops |
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