With the OMNIWorks® Interactive Voice Response (IVR), a stand-alone or integrated system, you can automate responses to common caller inquiries with touch-tone or speech recognition. Customers can interact directly with your computer system to make purchases, manage their accounts or handle routine inquiries without agent assistance. OMNIWorks IVR can collect valuable information for call routing decisions and screen pops. Agent effectiveness improves by off-loading repetitious tasks, reducing errors and communicating the correct data to handle calls efficiently or decrease attrition by redirecting agents to revenue producing tasks.
OMNIWorks IVR delivers unequalled flexibility and service capability that is customized for any type of business environment. OMNIWorks IVR solutions start with a development platform and a runtime engine that is layered with applications developed specifically for specific businesses. Healthcare facilities, financial institutions, retail headquarters, schools and others benefit from customized applications that are designed to streamline their operations, enhance customer service and increase productivity.
This option greatly enhances the call handling capabilities of the OMNIWorks system while continuing to keep the total solution package simple and manageable for your call centre.
