Interactive Voice Response (Mitel Networks)

Mitel Interactive Voice Response (IVR) provides comprehensive read / write access to customer database information based on unique identifier, or menu selections, designed to meet the specific needs of individual contact centers? business processes. Mitel IVR is fully customizable and offers speech recognition for menu traversal and text to speech playback of database information. Integration with several industry leading Customer Relationship Management (CRM) databases is available.

Mitel Interactive Voice Response (IVR) provides comprehensive read / write access to customer database information based on unique identifier, or menu selections, designed to meet the specific needs of individual contact center’s business processes. Mitel IVR is fully customizable and offers speech recognition for menu traversal as well as text to speech playback of database information.  With Mitel IVR, contact center managers now have choice and control, and the Contact Center can benefit from offloaded caller queues, providing optimal utilization of resources.

Mitel IVR applications are developed in an open Rapid Application Development (RAD) environment for improved interoperability and timely deployments. They can be designed to respond to digits entered by callers or speech recognition. All IVR applications are delivered on an Intel based PC platform running Microsoft® and include a system administration module for managing and reporting on the system. IVR applications can include the following functionality:

    • Voice mail
    • Outbound telemarketing
    • Information hotline
    • Talking classifieds
    • Touch-tone order entry
    • Text-to-speech
    • Automated help desk
    • Fax-on-demand
    • Chat lines
    • Automated attendant
    • Audio-text
    • Database access
    • Customer reminder

Contact Center Benefits

    • Mitel IVR provides customers with choice and control
    • Off load queue delays with Mitel IVR, so that customers are open to choice self-serve
    • Enhances utilization of resources
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