Contact Center Solutions
IVT offers full consulting and implementation services for
small and large contact centers. With Avaya's award winning Contact Center platforms, even the smallest company
can enjoy the productivity benefits and cost savings of streamlining their contact centers with IP Telephony platforms.
Contact Center Systems:
Multi-media contact centers offer many applications
to improve customer satisfaction, enhance employee productivity and reduce expenses. By integrating the data system
with the phone and the web, contact centers can touch customers efficiently and with enhanced service. These applications
work for service and support contact centers as well as sales oriented call centers, including features such as
web-chat, skills-based routing, IVR based bill payment options and many others.
Interactive Voice Response systems enable customers access to important information, bill paying and account changes,
all via the telephone set. These systems were only affordable to the largest companies in the past, with IP Telephony
the costs to purchase these systems and to maintain them have been significantly reduced. IVT offers design, implementation
and management of IVR systems that can help you reduce costs and improve your customer's experience.
Automated Attendant & Skills
Automated attendant systems allow callers to
get to the right departments with the touch of a button and now, with Skills based routing, you can have your system
route them to the right person, with the right skillset, to solve their problems. These systems are revolutionizing
the contact center and they are become very affordable and easy to manage. IVT can design an automated system that
can help you streamline your customer contacts, making it more cost effective and a better way to do business.
Customer Self Service and Speech
Many call centers are taking advantage of the
newest speech technologies to enable their customers to type or speech a command into the telephone, which allows
the system to use that information to route them to the correct department, to give the account information, to
allow them to process payments, to get scheduling information and much more. Any redundant information gathering
can be done easily by your customer with these systems, and their open 24 hours a day. IVT offers speech solutions
that can create automation and efficiencies in your business processes.
Multi-Media Contact Queuing:
The contact center doesn't only include the
phone anymore, many contact centers are combining phone, computer and Internet customer contacts all into one system.
So whether a customer is contacting you from the phone, web or computer, they can all be in the automated queuing
system and be routed to the next available agent or to the agent with the right skillset. For sales or support
functions, these new technologies can help to automate and can get customers needs addressed quickly and efficiently.
IVT designs, installs and maintains complex contact center solutions that are based on award winning Avaya technology.