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.
- 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:
|utilityworks™||Access accounts and pay bills over the phone with utility IVR|
|buildingworks™||Schedule inspections and hear results — inspectors post results|
|courtworks™||Hear citation details and pay fines by phone with court IVR — automated notifications for warrant and case changes|
|alertworks™||Rapid customer notifications by voice, text message, and email|
|parkingworks™||Pay parking tickets/fees and renew parking passes|
|licenseworks™||Renew and pay for licenses — business, occupational, animal|
|taxworks™||Access accounts, pay taxes, and receive reminder notices|
|housingworks™||Provide applicants, tenants, and landlords real-time phone access to their information such as waiting list position, inspection dates, reexamination appointments and utility and housing assistance (UAP/HAP) payment information|
|vCARE||Provides real-time utility billing IVR to the Northstar Utility CIS system|
|inCALL||Provides real-time utility billing IVR to the inHANCE Utility Systems CIS system|
|infinity.teleconnect||Provides real-time utility billing IVR to the Advanced utility Systems CIS Infinity database.|
|Continental IVR||Provides real-time utility billing IVR to the Continental Utility Systems Inc (CUSI) database system|
|Springbrook IVR||Provides real-time utility billing IVR to the Springbrook Software CIS system|
|Data West IVR||Provides real-time utility billing IVR to the Data West BillMaster database system|
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