Services

Your company is unique, and so is your customer base. The power of our IVR solutions lies in the wide variety of services that we can offer you. These can be customised and combined in many different ways to create an IVR system that meets the various needs of both your company and your customers. Below are some of the various services that we can provide as part of your IVR solution.

Providing recorded information

Upon calling your number, customers can hear one or more pre-recorded messages. Such messages may address frequently asked questions regarding your company or its services, or they may provide your customers with your latest news or status updates, for example.

These pre-recorded messages can be recorded by our team of professional voice artists in our on-site recording studio. We can even provide up-to-the-minute information on certain topics (for example, global news, finance reports, sports results, weather forecasts) compiled and presented by our journalists. Alternatively, you may choose to record your own messages; our systems make it easy for you to update these on a continual and frequent basis, if you so wish.

IVR Location Services

You can use our IVR services to allow your customers to find out geographical information about your company or organisation. For example, if you have many store locations, they can find out where their closest one is. They may do this in a number of ways, such as by punching in their postcode using their phone touchpad or by stating their suburb verbally. Once their desired location has been ascertained, the IVR service can provide them with information about that location or even connect them directly to their nearest store. For more in-depth information about our powerful location services, please visit our dedicated location services website.

Integration with SMS

We can also integrate your IVR solution with our SMS to 13 service. This allows your customers to SMS your 13 or 1300 number, allowing us to do a number of things in response, such as an automated callback response to the customer via IVR. For more information, visit our SMS to 13 website.

Speech Recognition

Our powerful IVR platform can also offer sophisticated speech recognition capabilities. Instead of customers having to press buttons on their telephone they can just "speak" to our IVR and it understand their request.

Competitions

We have years of experience running major promotions for many of Australia's largest companies. Our strategic partner can set up the terms and conditions, while we create the IVR and SMS systems that run the promotion. For example, a customer could call your 1900 number, use an IVR to leave their name and any other relevant details, and go into the draw to win a prize.

Overflow

We can create an IVR service that is activated when your call centre reaches its call capacity. Our mass call infrastructure routinely provides extra capacity so that no matter how busy you get, every call is answered.

Switch to live

If you have virtual call centre, we can coordinate it for you. We can also tailor your IVR service to switch between your virtual call centre and your on-location call centre when necessary. We load in your agent's phone number and details into our system and provide them with their own unique access code and PIN. They use these to log in and log out of your virtual call centre. Customers then call this call centre and can be directed to specific or random agents.

Virtual Store

Your IVR service can be used by your customers to purchase goods or services from you. For example, a customer could use their touchpad to select which products they wanted to by, specify their credit card type, and punch in their credit card number.

Voice Recording

The IVR can be set up so that, at certain stages, your customers can leave messages for you. A voice mailbox system can be set up that you can log into to hear these messages. Alternatively, an email containing the message in VOX file format can be sent to you.