Altar IVR is one of the fundamental components the Altar Contact Center system. IVR offers automatic handling of telephone calls connecting with the system. During a session with the IVR system the customer hears voice messages and using the phone keypad (DTMF) selects various options. The system on the basis of interaction with the customer carries out his requests, provides the necessary information and connects the customer with a consultant. If the estimated time for a connection with the consultant is too long, customers may leave a voice message which will be forwarded to the consultant.
The main task of the IVR system is to provide customers with access to a telephone voice information. IVR can provide recorded information about the offer, promotion or use of equipment. Using the voice library containing frequently used phrases (e.g. numbers, amounts, dates) can share information directly with external computer systems, e.g. account balance, time of telephone calls, etc. It is possible to receive feedback from the system of various documents or information in the form of fax, e-mail and sms.
In most configurations of Contact Center solutions, IVR is the first point of contact of the customer with the system. An inbound call starts the service call script which explicitly defines the behaviour of the system. There are usually multiple scripts defined in the system to handle different types of connections. The choice of the right script is based on such parameters as the telephone number dialled by the customer, date, day of week or time of day. In the IVR scenario an identification of the customer by entering the identification number and PIN can also be implemented.
The system supports the TTS (Text-to-Speech) functionality, e.g. in Polish, English, with a female or male voice. Altar IVR also supports the ASR (Automatic Speech Recognition) functionality. An integrated reporting module allows the construction of accurate reports of IVR trees (e.g. prior customer paths, etc.) offering, inter alia, information about the popularity of the various branches of the IVR system.
Within the system there are no restrictions on the number of IVR scripts or agent scripts supported simultaneously by the IVR system nor restrictions on their length. The system allows for changes in the scripts in real-time during the implementation of the campaign, i.e. changes in campaign parameters can be performed during the campaign. Altar IVR allows trained administrators to independently create new scripts. Defining is implemented in a dedicated graphical tool.