IVR significantly increases first contact resolution because callers are always directed to the agent or department that is most capable of meeting their needs.
For building any type of contact center we need to design and build the IVR call flow based on the customer needs, IVR is an automated phone system technology that allows incoming callers to access information via a voice response system of prerecorded messages without having to speak to an agent, as well as to utilize menu options via touch tone keypad selection or speech recognition to have their call routed to specific departments or specialists. In backend database Systems IVR is an automatic answering system, collecting useful information from a caller before the call is transferred to an agent. This IVR platform can fulfill the caller’s request without a transfer. Our team of experts are capable enough to design and develop any IVR call Flows based on customer requirements.
REPORTING/ ANALYTICS PLATFORM DEVELOPMENT
We have Reporting platform Developed for contact Center reporting as a web application, which contains the customized reports on single User Interface.
Our platform feed the data from different data sources such as PostgreSQL server, SQL server, flat files and then integrated into centralized database, to generate on the fly customized reports. We have also implemented a Role based authentication for secure user logins.
Application provides various features for generation of reports based on different time intervals. Also report can be export into PDF and .CSV formats. These reports will provide important details that can be used to help develop future forecasts, understands the capacity, quality, quantity using visualizations and report analysis.
Widgets provides User Interface components to bring information from various sources into Avaya Workspaces and they are the key elements to providing to rich user interface.
The widgets are the reusable entity and we can use that widgets accordingly.
Therefore we have the ability to build custom widgets that will fit according to customers unique requirements to lead the customer satisfaction.
A widget adds content and features to a widget area. Widget provide a way for users to customize their workspace. A widget can appear on multiple pages or on only one page.
A widget can communicate with an API and manipulate the database.
A widget can also connect with Open source CRM using an API.