MAX IVR Future Flexibility Voice Response SYSTEM
Maximize Customer Satisfaction
Satisfied customers = increased revenues. For customers who request details, simply handling their call isn’t enough. When they purchase a product or buy a service, many customers want records, too—such as a sales transaction confirmation sent in an e-mail or fax instead of simply hearing a confirmation number at the end of a call. Here’s what else customers want, and what MAX gives them: • Options to interact via Fax, SMS, or the Web, at any time, from virtually anywhere. • Applications such as surveys to follow up and ensure total satisfaction; your business also gets customer feedback quickly, and can act on it immediately
MAX : Single system to handle every communications need.
By single-point system administration, MAX helps contact centers elevate customer service and efficiency with IP PBX call processing, universal queuing, ACD, IVR, screen pop, CRM integration and supervisory monitoring. MAX also elevates your return on investment with digital recording, quality monitoring/ performance management tools, interaction tracking, outbound campaign management and blending, solid reporting, reliability, and plenty of integration options via MAX’s open software architecture.
Improve Management and Control
MAX simplifies system administration, a single tree driven auto attendant interface that requires no programming skills to use it. From one place, Attendant lets you efficiently configure and modify MAX’s IVR applications, while at the same time facilitating flexible schedule management for your business and self-service processes. For application development and customization, the XML graphical application generator makes the process easy with hundreds of pre-built development tools and sub-routines. Just drag & drop tools into Designer’s graphical environment, and deploy complex IVR applications and new services whenever you need them. It’s that simple…and fast.
Design a Non-Traditional IVR
MAX IVR is an interactive voice system that interacts with clients instead of human agents if they are not free to receive calls or after official working hours. An IVR may serve for different purposes and you can design it your own way. • Ever Existing: Even when you are not there, keep your client in contact with your company anytime during the day. • Reduce Costs and Ensure Rapid ROI: Agents leave at certain time? You feel uncomfortable to lose clients? You decided to make night shifts to win your clients satisfaction even if it will cost you much money? No need to keep your agents for another shift & pay more money. Win your clients over without paying for it. Save costs and win more. IVR can do it! • Have Your Own Trees: Design your own IVR. Choose the suitable flow of events for your system. You can design an IVR to answer the questions of your clients, to allow clients to leave a message or to guide them through the system. • Fax and Email: You can inform about anything you want at any time and the response can reach you by fax or e-mail. • You’ve Got Mail!: MAX IVR records client messages and sends them directly to your email. Voice Mail allows clients to reach you anywhere. You never miss a thing! • No lost calls!: You can always catch your calls. • Many Tongues: MAX IVR speaks many languages. You can choose whatever language suits you from 7 different languages.
1. IVR Specifications.
1.1 Corporate Voice Portal
• Custom Voice Portals for Corporate Customers. • Auto Attendant. • Virtual Call Center. • Corporate Info Line: 1. We can operate and host your virtual PABX/Operator, without the need for you to invest in any equipment. 2. You simply need to specify your needs, and we will design the set-up for you. 3. The caller may be offered with multiple menus, and we will re-direct the call accordingly. 4. The information offered (voice), can be updated from your end, whenever necessary. Simply by making a phone call. 5. We can store messages for you. 6. We can dial out messages to your employees 7. We can operate your information service, without the need for you to dedicate any member of your staff compliment. 8. We can also issue reports on usage of service. 9. Above all we can save you TIME and MONEY
1.2 Voice Information on Demand
• Offer caller multiple menus • Give out information related to schedules, results, weather and horoscope: 1. We can operate and host your virtual PABX/Operator or Information Service, without the need for you to invest in any equipment.
1.3 Self Help Applications
Caller may obtain information. • Caller may place a booking. • Caller may top-up an account • Caller may choose to forward his call: 1. We can operate and host your virtual PABX/Operator or Information Service, without the need for you to invest in any equipment. 2. You simply need to specify your needs, and we will design the set-up for you. 3. The information offered (voice), can be updated from your end, whenever necessary. Simply by making a phone call. 4. We can operate your information service, without the need for you to dedicate any member of your staff compliment. 5. We can also generate and issue reports on usage of service. 6. We can save you TIME and MONEY. 7. We can help you generate revenues. 8. We can also virtually operate your Booking Office. 9. NO CASH transactions, since caller will be able to settle dues through Credit/Debit Cards. 10. We will leave the option open for callers to contact you directly.
1.4 Voice Messaging Services
• Ideal for group announcements • Record your own personal/voice message • Inform customers of your new telephone number/s • Store Database • Schedule out-dial calls • Distribute announcements: 1. You simply need to specify your needs, and we will design the set-up for you. 2. The information offered (voice), can be updated from your end, whenever necessary. Simply by making a phone call. 3. Are you moving office? We can notify your customers of a change in your telephone number/s. And we can forward the calls to your new number/s as well. 4. We can operate your information service, without the need for you to dedicate any member of your staff compliment. 5. We can save you TIME and MONEY. 6. We can help you distribute messages/announcements/promotional or advertising information amongst your employees or customers. 7. We can store your list of contacts, and distribute messages/information accordingly.
1.5 Quiz Prize Line and Gaming
•Tele-voting/Competitions • System owner can update information (question and choice of possible answers) • Caller may register his/her choice • Competition organizers submit Database of serial numbers printed on scratch cards. • System may inform caller whether his/her choice was correct or otherwise • System may identify instant winner/s • System stores caller’s identification details • Real Time Web Hosting: 1. We can host your tele-voting/competition set-ups, and update in real time. 2. You simply need to specify your needs, and we will design the set-up for you. 3. You can update your own tele-voting/competition content from time to time. 4. We register the participants’ choice/s, and we can also identify possible instant winner/s. 5. We may store identification details of winner/s – I.D. Card Numbers, tel. Numbers etc. 6. We can host and offer you a secured real-time access to your tele-voting/competition updates, or if you wish we can also link such updates to the World Wide Web. 7. We can also generate and issue reports on usage of service. 8. Calls to the service may be charged at a Premium. 9. Above all, we can help you GENERATE REVENUES.
1.6 Personal Adverts
• Voice recorded advert/s • Caller listens to advert/s • Interested individuals may leave a recorded message or key in identification • Caller may choose to be connected directly to advertiser: 1. We can divert calls to your business/personal number to a recorded advert, which we will host for you on our system. 2. We may store information, details of interested callers 3. We may also generate and issue reports 4. We may forward calls to the advertiser, if caller requests so.
1.7 Customer Service
• Customer calls to report problems • I.V.R. generates report • Field service representative attends to customer’s needs: 1. Customers can call an automated service and report a problem/ fault 2. I.V.R. generates a report for Field Service to attend to the problem 3. We can host and offer you a secured real-time access to a Web Page and download such reports whenever you need to 4. We can operate your support service, without the need for you to dedicate any member of your staff compliment. 5. We can save you TIME and MONEY.
1.8 Privacy Manager
• Callers not presenting their CLI (Caller Line Identification) number are asked to identify themselves • Caller’s voice is recorded and sent back to system owner • System owner may choose to – speak to caller – put caller on voice mail – not accept call.
1.9 Other Features
• Retail Banking: 1. Caller may check status/balance of account 2. Caller may transfer funds between accounts • Conference Call Manager: 1. Identify a group 2. Store identification/contact details 3. Schedule out-dial calls 4. Automatic out-dial • Language Choice. • Read Only Web Interface. • Web Voting through interface. • Graphical displays. • Generation of Reports. • Extraction of random Winners.
• Distribution Policy per trunk/Trunk Group. • IVR Studio is Graphical User interface GUI, with XML conversion tool. • Flexible Routing timers. • Real Time Monitor for Calls, Processing Groups, Trunks, etc. • Send/ Receive Faxes. • Send/ Receive SMS. • Send / Receive emails. • Data Base Integration.