Interactive Voice Response

In order to provide the best service to our clients, our call centers utilize the Internet Protocol (IP) telephony system to exchange voice, fax, and any other forms of information that have previously been transferred through Public Switched Telephone Networks (PSTN). All routing is done through ANI captures, IVR responses, or web form responses. This allows for the distribution of all data with a CRM tool or other data driven environment. We have the capability of simultaneously accommodating over 1,000 inbound and outbound phone calls at any time and run on skilled base routing. We offer the sophisticated Interactive Voice Response service (IVR) for front end support to direct all incoming calls, or this service can be used for complete support handling the entire call volume. The interactive voice response service is pre-integrated with a YATE switch system, and uses Genesis CTI for call control, routing, and system and database integrations. The IVR system is a reporting service, it can manage phone, voicemail, email, instant messaging, fax, and call backs in ways appropriate to that medium.

Our IVR features include:

  • Data collection and easy reporting
  • Outbound call transfer routing
  • Customized voice recordings
  • Skill based call routing