Interactive Voice Response Services (IVR)

IVR utilize automation to interact more efficiently with your customer. WCS will work with you to customize an IVR application to meet your exacting needs. The IVR platform supports large-scale marketing, customer interaction and office support applications including:

• Computerized surveys and polling
• Automated product information requests
• Secure credit card activation and real-time credit card authorization
• Customer care/support applications
• Frequently Asked Questions
• Fulfillment Registration
• Direct Response advertising effectiveness tracking
• Information provided by your customer is evaluated invisibly to present the most suitable menu options in real-time.

Intelligent Call Transfer

Calls are received by our IVR platform, where decisions are made based on ANI or data entered by the customer, and then transferred with the information to pre-recorded prompts, voicemail or an internal or external call processing center.

DNIS/Real-Time ANI

The IVR platform blocks calls if necessary, routes them based on callers phone number or dialed toll-free-number, delivers unique scripting, verifies callers and can even provide screen pops to live agents.

Your customers benefit from a personalized service, with significant cost-savings to you due to the lower cost of automation.

Overview

Hosted IVR (Interactive Voice Response) is a family of standard WCS products that automate live telephone agents task and utilize computer telephony to intelligently route incoming and outgoing telephone calls and transactions. These products help companies increase customer satisfaction and reduce costs. IVR solutions are ideal for growing and large businesses looking to automate switchboard or call center operations.

Based on state-of-the-art technologies, WCS designs and hosts both customized and basic IVR products that give callers access to world-class user interfaces and applications. WCS owns and operates its own IVR and has been developing, hosting and servicing IVR applications for more than six years. With an expertise in evaluating customer needs and utilizing best-in-class technology, WCS has built IVR solutions for a vast array of companies and industries. Everyday applications include: locating a local retailer via a toll-free number; obtaining bank balance information from a bank; or performing FAQ help desk services via the caller's push button telephone keypad.

Benefits

• Let your callers get information or conduct transactions by saying a phrase or touching a button, from anywhere at anytime
• Reduce call handling costs and streamline your operations
• Improve the quality and quantity of information available to your callers.

• 24 x 7 availability
• Customer Driven User Interfaces
• Button or Voice Activation
• Web-based or email generated Reporting

Common Applications:

• Computerized surveys and polling
• Automated product information requests
• Secure credit card activation and real-time credit card authorization
• Customer care/support applications
• Frequently Asked Questions
• Fulfillment Registration
• Direct Response advertising effectiveness tracking

Pricing and Availability

WCS Hosted IVR is available via toll-free service or local telephone number in all 50 United States and over 140 countries worldwide (where WCS offers international toll-free services from a specified country).

Pricing for WCS Hosted IVR solutions depends on the length of the contract, annual revenue commitment and features selected. All WCS Hosted IVR solutions are custom priced