IVR Management Services
Database Systems Corp. (DSC) provides award winning IVR phone technology including Interactive voice response software and IVR management and consulting services.
What Is IVR Management?
IVR management is control over the operation of an automated phone answering (IVR) program. This entails managing the computer and telecom resources as well as the IVR program including current maintenance functions and future enhancements.
An IVR processes inbound phone calls, plays recorded messages including information extracted from databases and the internet, and potentially routes calls to either in-house service agents or transfers the caller to an outside extension.
DSC offers affordable IVR software, IVR systems and outsourcing services. Our IVR system includes a modern Windows PC with Dialogic software and computer telephony boards . When combined with our extensive computer telephony software, these phone systems can perform both inbound call distribution as well as outbound calling campaigns.
Besides offering these full featured phone systems and software solutions, DSC provides IVR management services for our customers and complete outsourcing services at our secure data center.
Contact DSC to learn more about our IVR management services.
Public Service of New Hampshire
"Public Service of New Hampshire (PSNH) is the Granite State's largest electric utility, serving more than 475,000 homes and businesses throughout the state. Our personnel includes more than 1,200 employees who work and live in New Hampshire, contributing in many ways to the communities where they reside." - www.psnh.com
DSC provides IVR outsourcing services to PSNH using an 800 number answering program. This automatic call answering service provides business and residential customer information on utility plans. The IVR service also provides the customer with the ability to speak directly with a customer service representative.
IVR Project Phases
Database Systems Corp. applies the systems approach to the design and development of IVR applications for its system's and service clients. Developers should be fully aware of IVR best practices when designing an interactive voice response applications. Here are the basic steps and functions that are performed by our experienced management and development team:
- IVR Consulting - Initial IVR application feasibility study
- IVR Design - Create a design specification of the application
- IVR Development - Organize a development team and assign tasks
- IVR Programming - Perform actual coding of the IVR application
- IVR Testing - Test the IVR application prior to going live
- IVR Implementation - install the IVR program in a live environment
- IVR Management - maintain and enhance the ongoing IVR program
IVR management systems can reduce customer service costs and enhance a call center by:
Such benefits can show an immediate return on investment and make any call center more profitable.
- Extending hours of operation (24 by 7)
- Automating routine tasks thereby freeing agents to
concentrate on more complex service requests
- Speeding response times to callers
- Expanding call capacity faster and at a lower cost
- Complete 800# and Toll free inbound service
- Providing multi-lingual support
- Reducing the cost of call center agent turnover
IVR Management Reports
An important feature included with our IVR systems and IVR services is our extensive
IVR development reporting system. These reports provide the administrator with a complete view of the performance of IVR campaigns and include graphical presentation of data as well.
This online reporting and feedback system helps you observe and control the performance of your automatic call answering services.
IVR graphs and charts of operational statistics let you measure the effectiveness of each phone campaign as it is running.
The statistical information contained in each of these reports can be downloaded into a spreadsheet format for individually customized reporting.
Call Us Today
Contact DSC for a FREE analysis and quote and to learn more about our IVR management software and IVR design process.