FLEXIBILITY & INNOVATION
IVR is the solution for pre-answering, self-management and interactive dialogue intelligent systems. It provides with an efficient use of voice channels, allowing to combine the call with the delivery of information through other channels, such as SMS, USSD or Sat-Push.
It is flexible, settable and simplifies the integration with the company’s technological environment, adapting to its needs and legacy platforms, not only in traditional networks but in NGN, IN or IMS environments, or combinations within a same device. Value added services can be easily created using the Service Creation Environment graphical environment.
TELEFÓNICA Argentina needed a solution which allowed it to redesign the functioning logic of its Call Centers, in order to centralize its processes and to improve the efficiency of its attention model. In addition, the market imposes operators a quick and effective reaction for its attention services with a 7X24 format, forcing them to optimize the use of technology in order to provide a better service. The company implemented Intelligent Call Assistant (ICA), an intelligent pre-answering application with centralized access, which guarantees single-point call answering across the country and which enables a dynamic call flow configuration.
ICA provides attention through asterisk shortcuts for theft reports, device change, balance recharge for prepaid systems, billing statement, personalized attention and voicemail, among others; using the subscribers segmentation strategy.
“These IVRs, which make up the user Pre-attention Platform, originally worked on TDM and currently also work on SIP, supporting both technologies. The IVR Platform counts on a SCE (Service Creation Environment), which provides autonomy to easily generate App’s flows in a “drag & drop” environment”.
Gte plataformas SDP, OCS y VAS