OPEX Hosted IVR Services

In today's business world customers expect instant service from help-lines and websites with 24/7 ‘round-the-clock' response, all of which adds up to additional operating cost.

To compete profitably in this space those companies that can apply the use of self-service technology, achieve the multiple benefits of improving their customer satisfaction and doing so with reduced operational costs; a win-win for everyone.

OPEX hosted IVR services can automate a wide variety of business services that speed up customer handling and do so by providing a more complete service at a lower cost, something that is essential in the 24/7 ‘round-the-clock' environment. By using the 24/7 Self-Service model, businesses can capture sales opportunities that would otherwise have been lost and service calls can be processed without delay.

OPEX hosted IVR services is scripted to suit each business application and because it is constantly scaled to meet demand, this makes it ideal for small or large businesses alike.

What's Available

All OPEX hosted IVR services are offered as standard ‘off-the-shelf' or customised to suit particular business needs. Full integration into existing software, enables data to be captured into your CRM database or other systems. A possible use for this could be to capture data by automated surveys or to facilitate fulfilment of postal requests.

OPEX has vast experience of building both large-scale and complex IVR applications, which integrate into many different specialised business applications. Some examples include: -

Overflow Services - IVR for High Volume Call Traffic

For contact centre environments where large volumes of calls are received or unpredictable demand levels can over stretch resources, OPEX hosted IVR services offer an ‘Overflow Service'. Calls coming in over and beyond normal operational levels can be automatically re-routed to an IVR system to facilitate the routine enquiries. With the reduced work load non-routine enquiries can now be re-routed back to an agent in the call centre.

Disaster Recovery – Automatic Re-route of Call Traffic if Lines Fail

Despite careful planning unforeseen circumstances do cause telephone lines to go down. OPEX Self Service - IVR offers an automatic disaster recovery re-route service where callers will be automatically hot switched to a ‘Plan-B' environment.
 

Credit Card Payments/Data Capture

OPEX hosted IVR services offer the facilities to take credit card payments over the telephone using automated scripts and integrating into customer data. Passwords can be set up so that complete security is offered to customers. Any type of data can be captured with this solution and automatically routed into a business database. 

How it works

Firstly, OPEX professional services work with you, the client, to design the correct self-service menu and a call-flow analysis is established using scripted prompts with either speech recognition or touch-tone responses.

When the finalised self-service model is put into use your customers will have the ability to give instructions or receive services by either speaking to the system or using the touch-tone keypad. The customer's instructions are interpreted by the OPEX platform and transferred via the network to the appropriate data systems, which in turn access specific look-up tables and generate the necessary response; i.e, account balances can be accessed and spoken back to the caller, transfers can be made and items purchased. Self Service can authorise credit card purchases because the OPEX platform passes the client details to the authorising credit computer and confirmation references are then relayed back to the customer.

The end-user experience is customer friendly and truly interactive. The system can prompt for customer response by generating a dialogue from a written script (text to speech) or by a series of pre-recorded voice files created by our professional recording artists. Recorded data can be entered directly into a database, sent via email, fax or SMS. Security can be built into the system by verifying a caller's permission to access data and delivering the data accordingly. Voice forms can be created to collect answers to multiple questions such as name, qualifications, and experience. Answers can be recorded for later reference.

OPEX customers have access to powerful reporting tools which are accessed via our website portal, these provide real-time statistics on caller activity and are an ideal tool to help guide marketing strategy. We offer professional advice on every element of the set-up and provide full 24/7 support.

Business-to-Business Self Service Applications

Order entry
Fault reporting
Recorded Information Messages

Business to Consumer Self Service Applications

Order Entry
Credit Card Activation/Verification
Emergency Notifications
Catalogue Requests
Automated Market/Customer surveys

Consumer Self Service Applications

Competition Lines
Horoscopes
Music Sampling
Dating Services
Personnel Screening and Recruiting
Medical Benefit Tracking