IVR Application

At West Interactive, we can develop highly customized Interactive Voice Response (IVR) applications that are unique to your business and will help you deliver a superior level of care and service to your customers. We work closely with you to develop the optimum call paths, personas and other critical details to ensure that your IVR application will meet the needs of your callers. And by choosing West Interactive, you gain the benefit of the latest advances in call center technology as well as a robust set of management tools and dashboards to make sure your program is running optimally.

To learn how a variety of different custom IVR applications can benefit
your business:

• Contact West Interactive online or
• Speak directly to a representative at 1-800-841-9000. (Callers outside of the United States, please dial 1-402-963-1300.)

IVR Application Flexibility

One of the biggest advantages of having the right IVR application for your automated solution is the range of flexibility it offers. As your company grows and evolves to meet its customers' needs, it may be beneficial to introduce
new products and services. With any customer-facing changes, however, your organization can expect varying degrees of change in the nature of incoming calls. An IVR application can be quickly customized to adapt to those
changes through:

• Additional Customer Menu Choices - As your company begins offering new products and services to meet your customers demands, you can also fine-tune your IVR application with as many (or as few) additional menu choices as you may need to keep delivering the same great service your customers have come to expect.




• More Efficient Call Routing Choices - As the nature of your customer inquiries can change, the ability to continue getting the right information or appropriate customer service agent shouldn't. An IVR application allows you to consistently re-examine your customer service flows to maintain call routing that reduces call times and abandoned calls while increasing customer satisfaction.




• Integration of Advanced Technologies - To make automated call center solutions feel more natural to customers, call center speech technology continues to evolve. An IVR application from West Interactive can seamlessly integrate a vast range of modular components to help your organization realize results more quickly.

Your automated call center solution should be able to deliver any degree of customer service you need. A flexible IVR application from West Interactive assures that, as changes occur in the nature of your business, you'll be able
to address and incorporate those changes to your benefit and the benefit of your customers.

Integrate Other Technology Into Your IVR Application

To make automated solutions feel more organic to your customers, an IVR application from West Interactive can incorporate the rapid advances that have been made in call center speech technology, such as Advanced Speech Recognition (ASR). Advanced Speech Recognition is what allows your customers to speak answers to your automated system rather than push buttons on a telephone keypad. Natural Language (NL) technology goes one step further by detecting a greater range of natural human speech patterns and feeding that data into your IVR application.

IVR Application in Sales: Interactive Agent

While the advantages of having custom IVR applications from West Interactive in your organization may be most evident within the scope of customer service, to help optimize your return on investment, however, cell center technology experts from West Interactive also can create intuitive voice self-service applications that can drive automated customer acquisition - all as part of your IVR application. Interactive Agent is one such solution. As a component of your IVR application, Interactive Agent can handle a diverse array of calls generated from direct response advertising. With features such as Lead Generation and Order Plus, you can collect more leads and convert more calls to orders, freeing up more time and resources for your sales staff.

Management Tools to Support Your Custom IVR Application

To make sure your IVR application is running optimally, West Interactive offers robust management tools. Your organization can receive real-time reports that deliver the most up-do-date data directly to your desktop. These reports allow you to act and react quickly and intelligently. It also lets you track trends over the course of months or even years to help refine your immediate and longer-term CRM planning strategies.

Increased Customer Satisfaction Through Custom IVR Applications

Custom IVR applications and other call center interactive technology from West Interactive can help you gain efficiencies and improve customer satisfaction in a number of different ways. Contact West Interactive online today, or call
1-800-841-9000 (1-402-963-1300 outside of the United States) to speak directly with a representative and learn how the right IVR application from West Interactive can start benefiting your company and your customers.

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