IVR/Interactive Voice Response

Almost half of all calls to customer service are from those inquiring about their balance or making a payment, typically at the last minute. Real-time, interactive voice response (IVR) ensures that these calls are handled on a timely basis with the most up-to-date information. Real-time IVR can facilitate 30-40% of call traffic, so your customer service staff can focus on the more complicated customer issues.

Tele-Works (TWI) delivers best-of-breed “Native VoIP” real-time IVR solutions that make it easy for customers to transact business by telephone. With more than 500 IVR applications in use across North America and both hosted and on-premise deployment options, Tele-Works (TWI) has the products and expertise to rapidly deploy high-quality, real-time IVR at organizations of all sizes.

Features:

• Inbound IVR — Customers can make payments and receive balances, due dates, payment history, etc.
• Outbound IVR — Automatic outbound payment reminder calls allow customers to pay directly from your outbound call.
• Real-time — The IVR interacts directly with your customer information systems, so billing and payment information is exchanged in real-time-exactly as if a payment was made at the counter.
• Multiple Payment Options — Customers can make payments by credit card or check.
• Proven Quality — Professional voice recordings and proven call flows deliver a satisfying user experience.
• Secure — TWI’s IVR offers multiple layers of security and is PCI-certified.
• Multiple Languages — Both English and Spanish language call flows are standard, ensuring that you can reach all of your customers.

TWI’s industry-leading real-time IVR is available under numerous product headings for different industries and market partners: