Technology: IVR and Other Critical Capabilities


ViaSource Solutions seeks to maximize the customer experience with every contact.

Today’s customer service environment often calls for an IVR front end to inbound campaigns to capture caller information and route calls to appropriate communications channels, appropriate agents and to gather caller information to present the agent with a clear view of the caller relationship.

IVR and Other Critical Capabilities

IVR: Walk callers through self service applications or gather caller information needed to identify the best available agent.

Toll Free Numbers: We can provision new toll-free, international toll-free and DID numbers, or migrate existing numbers for your inbound campaign.

Call Conferencing: We can implement sophisticated IVR applications that allow callers to create conference calls, by calling additional phone numbers to add participants.

Speech Recognition: We can create advanced IVR self-service applications to your callers by enabling them to provide speech input in addition to DTMF.

Text to Speech: Provides dynamic information to your contacts by automatically converting text data into spoken words.

Voice Mail: We can offer your callers an opportunity to leave voicemails for individual agents or the next best available agent.

PBX: Our professional solutions resources can add Call Center Software to your existing PBX infrastructure for advanced CTI, IVR, ACD, Predictive Dialing, and more.

Call Recording: To assess the quality of agent performance and the customer experience; use recordings as supporting documentation for transactions.

Activity Reporting: Over 100 customizable reports implemented for ACD Queues, Agents, Calls, Campaigns, and more. Thousands of permutations possible.

Real-Time Reporting: Personalized dashboards, views and alerts to monitor real-time call center statistics on ACD Queues, Agents, and Campaigns.

Contact History Database: Maintains contact information and call activity so that it’s available for IVR applications and at agents’ fingertips while handling calls.

Cloud APIs: Allows us to build advanced software integrations between call center software and other enterprise software applications.