IVR (Interactive Voice Response) Services

Hosted IVR: Efficient Call Handling without Installation and Maintenance Costs

Interactive Voice Response (IVR) systems provide efficient handling of incoming phone calls, allowing customers to browse pre-recorded voice menus, with call routing options selectable via the phone keypad. Callers are able to find useful information, leave messages, place orders or be connected to a live operator. Efficient call handling results in improved customer service.

X-on provide Outsourced IVR at a fraction of the cost of an in-house solution. Our hosted IVR provides all the facilities of a more expensive on site solution. We are primary providers of this technology from our datacentres in Suffolk and London, and our fully redundant IVR systems have the capacity to handle very high volumes of traffic.

IVR Call Routing

Interactive Voice Response (IVR) refers to the automated routing of customer enquiries. It's a telephony technology in which the customer uses a touch-tone telephone to interact with a database to acquire information from, or enter data into, the database.

The customer interacts with a phone system by picking from a list of options, which will direct the call to the staff member, department or automated response that is most appropriate to handle the enquiry e.g. "For Sales press 1... For Accounts press 2..."

Speech Recognition

The addition of a Speech Recognition Engine allows interaction via voice commands. The caller is able to interact with the options provided by means of speech. Our sophisticated Speech Recognition software means callers find the experience positive and devoid of the failings of earlier speech recognition.

Non-Geographic Numbers and Revenue Generation

We can integrate your existing phone number with our IVR systems, or supply your business with a Non Geographic Phone Number which can not only provide a national identity but also generate additional revenue.

Discuss the options with our Sales Team who can help you decide on the best solution for your business.

Customer Relationship Management (CRM) 24/7

X-on IVR will ensure customer contact is maintained 24/7. Customers can call for information and leave messages if they wish at any time, and our high capacity means customers are not kept waiting.

Business Continuity and Disaster Recovery

If your Business already uses an in-house IVR system then we can replicate that system in every respect and host a backup at our datacentres.

In the event of failure of your in-house systems, for internal or external reasons, our IVR backup will promptly take over the handling of your calls so that customers will be unaware of any disruption.

As part of a complete DR package we can provide comprehensive conferencing, messaging and notification facilities.

Hosted IVR: Benefits of Outsourcing

Hosted IVR can provide all the call routing and distribution plus call recording facilities of an in-house setup without the associated high expenditure. Our IVR services are available either off the shelf, or as bespoke enterprise level applications, and at significantly lower and more flexible costings.

X-on has the expertise to integrate the technologies of voice processing, text messaging and complex data handling. We can usually meet a business need at the fraction of the cost of an in-house IVR solution. The increase in wide-area bandwidth and decreasing cost of phone calls have challenged the business case for capital purchase of equipment for many IVR and messaging applications and tipped the balance in favour of Outsourcing.

Uses
Financial Industry	Tele Banking Solutions Stock Trading/Stock Quotes Mutual Funds Credit Cards
Health Care Industry	Patient-centered outcomes assessment Functional status and satisfaction screening Clinical research surveys Appointments with Doctors
Call Centres	Call center employee screening Customer satisfaction surveys Client survey/questionnaire administration Panel data collection
Surveys	Focus Group Screening Product Satisfaction Surveys Customer Perception Surveys Monitor In-store Merchandising Activities Shopper Feedback Field Representative Reporting
Consumer Products	Product Registration Product Recall Shipment Status
Customer Support	Customer Satisfaction Surveys General Customer Information VoiceBank - updated Customer Info

For further information on X-on IVR please Contact Us
or Call Sales on 0870 345 5577.