Name: Intelligent IVR
Price: 0.14 USD
Author: Phonon Communications

Help Desk

Web and Video Conferencing

Customer Support

AI Code Generation

Development

Business Intelligence (BI)

Collaboration

Contract Analysis

Enterprise Content Management

Payment Facilitation

Visitor Management

Enterprise

Accounting

CTRM

Travel Management

Finance and Accounting

Applicant Tracking

Compensation Management

Corporate Learning Management

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Access Gateways

Application Server

Cloud Storage

Container Security

Data Center Backup

Data Preparation

Embedded Database

Enterprise Service Bus

Fraud Detection

Infrastructure-as-a-Service

Integration Platform as a Service (iPaaS)

LAN Switches

Message Oriented Middleware

Mobile Data Security

Mobile Identity

Monolithic Frame-based Disk Arrays

Network Performance Monitoring

Storage as a Service (STaaS)

Value-Added Resellers (VARs)

Virtualization Management

Website Hosting

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Customer Advocacy

Ecommerce Personalization

Email Marketing

Marketing Attribution

Marketing Automation

Mobile Advertising

Social Media Management

Survey & Forms Building

Web Analytics

Marketing

Project Management

Task Management

Professional Services

Customer Onboarding

Customer Relationship Management (CRM)

Sales Content Management

Sales Performance Management

Sales Training

Sales

Cloud Infrastructure Entitlement Management

Intrusion Detection

Virtualization Security

Security

Aviation

Fleet Management

Hospital Management

Intelligent Document Processing

Online Ordering

Online Voting

Practice Management

Veterinary

eDiscovery

Vertical-Specific

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Intelligent IVR, developed by Phonon Communications Pvt. Ltd., is an advanced Interactive Voice Response (IVR) system designed to efficiently address customer queries. According to the vendor, this solution caters to small, medium, and large enterprises across various professions and industries, including contact centers, customer service departments, sales and marketing teams, as well as the travel and aviation, and banking and financial services industries.

## Key Features

**Dynamic Flow Creator**: According to the vendor, users can easily create and modify omni-channel (voice & visual) flows using the intuitive self-service flow designer. Changes can be made on the fly with a drag & drop interface, allowing for personalized and contextual service based on caller context.

**Scalable & Secure**: The vendor claims that Intelligent IVR is compliant with PCI DSS 2.0 security standards and delivered from ISO:27001 data centers, providing a secure and scalable solution for businesses of all sizes. The vendor also states that it ensures the confidentiality, integrity, and availability of customer data.

**Seamless Integrations**: According to the vendor, Intelligent IVR enhances connectivity between data, applications, and devices through easy API integrations. The vendor claims that it allows users to integrate different business processes and data sources to create a comprehensive platform that meets critical needs and boosts functionality.

**Leverage Global AI Platforms**: The vendor states that Intelligent IVR is pre-integrated with platforms like Google Cloud, Amazon Web Services, and IBM Watson, enabling businesses to leverage the power of Artificial Intelligence and Machine Learning for predictive automation systems at the click of a button.

**Easy API Integrations**: According to the vendor, Intelligent IVR provides simple APIs that cover all aspects of system integrations and 3rd party data exchange, ensuring smooth data flow and functionality across different systems.

**Enhanced Agent Productivity**: The vendor claims that Intelligent IVR improves agent efficiency through features like skill-based routing, queue management, and prioritization. According to the vendor, it streamlines call and chat distribution to optimize resource utilization and enhance customer service.

**Reports & Analytics**: According to the vendor, Intelligent IVR offers real-time dashboards and detailed reports that provide insights into customer interactions. Users can easily analyze and visualize call data to track and measure the performance of the IVR system, driving continuous improvement.

Basic

ContactWorld for Salesforce is a call center software offering from NewVoiceMedia. As its name suggests, it is optimized for integrating with Salesforce's CRM solutions.

Essentials

Select

Express

Premium

Vonage Contact Center for Salesforce

Omnichannel CX

Call Center Standard

Digital CX

Bright Pattern Contact Center

Intelligent IVR

Contact center software allows companies to manage inbound and outbound communications channels at scale.

Contact Center

Phonon Communications

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

Agent dashboard

Enables agents to track and view their individual and team performance.

Validate callers

Authenticates inbound callers with a customer ID.

Outbound response

Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

Call forwarding

Forwarding of calls to the appropriate agents.

Click-to-call (CTC)

Warm transfer

Allows current agent to speak with new agent before call is transferred.

Predictive dialing

Dials multiple numbers at once and connects the salesperson if a live speaker answers.

Interactive voice response

Pre-recorded greeting and menu options a customer can select from a telephone keypad.

REST APIs

Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

Call scripts

Providing agents with a predefined conversation script.

Call tracking

Enables agents and managers to see the origin of the call.

Multichannel integration

Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media

CRM software integration

Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.

Automatic speech recognition (ASR)

Ability to offer speech-enabled IVR that translates callers’ spoken words into text, or ability to integrate with ASP software.

Natural language processing for IVR

Ability to offer conversational chatbots in the IVR.

Communications forecasting

Ability to predict volume based on historic data and/or machine learning, and generate schedules to meet forecasted capacity.

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

Inbound call routing

Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Omnichannel inbound routing

Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Recording

Record conversations to improve service quality by evaluating agent-customer interactions.

Quality management

Ability to monitor conversation content, administer evaluations, establish policies etc..

Call analytics

Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..

Historical reporting

Ability to analyze long-term call patterns and trends such as peak call times and downtimes.

Live reporting

Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.

Customer surveys

Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

Customer interaction analytics

The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.

Omnichannel support

Different customer interaction channels that a vendor may or may not offer.

Email

Voice (phone)

VoIP

SMS/Text

Video channel

Live chat channel

Co-browse

Screen-share

Social media channels

Mobile applications

Predictive Analytics

Using artificial intelligence (AI) capabilities such as machine learning and natural language processing to enhance customer experience.

Intelligent call routing

Uses machine learning to connect calls to the correct agents based off previous interaction data.

Chatbots

Machine learning enabled chatbots used to handle more routine or simpler customer requests, freeing up live agents to deal with complex issues.

AI assistance for live agents

AI provided predictive suggestions for live agents based on customer history and real-time interaction.

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Intelligent IVR

Overview

What is Intelligent IVR?