Current as of

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.

IVR:
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 Based Routing:
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 Technologies:
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.


     

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