interactive voice response system

What is IVR (Interactive Voice Response) ?

IVR is a generic term identifying the interaction of an Automated System with a caller via a telephone keypad. As the name implies, the automated system can provide automated voice responses based on the caller’s touchtone interaction with the system. With PEC’s IVR application generator module, system users can dynamically create their own call flows based on their own requirements. Along with that, data can be extracted from a database, text file or external application can be played over the phone using Text to Speech Functionality or the call flow direction can be set based on the data values. From the time the caller dials an IVR phone number, the prompts and caller interaction is defined by the IVR application.

Some IVR Applications

• Healthcare
• Banking
• Call Centers
• Human Resources
• Customer Service
• Consumer Products
• Retail Stores
• Education
• Political Campaigns
• City / State Governments
• Entertainment
• Security & Emergency
• Travel & Lodging
• Automotive
• Police & Parking
• Transportation Services
• Telephone Companies

View All Applications

Insight IVR : Product Applications

The following is a list of some of the applications that Insight IVR has to offer:

• Healthcare
• Medical Transcription Services - Allows Doctors to Record Transcriptions, which can later be listened to and documented by a Medical Transcribe.
• Automated Prescription Filling - Allows Pharmacies to allow for automated prescription filling services for patients.
• Patient Reminders - Remind patients of upcoming appointments or to take their medicine on time.
• Off Hours Auto Attendant - Provide Emergency Information for Patients off hours when the office is closed.
• Patient Surveys - Survey Patients for Quality Assesment and Increase Customer Satisfaction.
• Bill Collection - Remind Residents of Late Payments due, and provide automated Payment service.

• Banking
• Bank Information - Provide Bank Information to Customers including Hours, Services Provided and Locations, etc.
• TeleBanking - Allow Customers to Securely access their Account Details, Transfer Funds, etc.
• Card Enablement - Allow Customers to Enable their Bank, Check, Credit Cards Securely and Automated.
• Call Routing - Route Calls to the proper person/department within a Bank/Office.

• Call Centres
• Customer Satisfaction Surveys - Survey Patients for Quality Assesment and Increase Customer Satisfaction.
• Employee Screening - Perform Initial Candidate Interviews for job screening.
• Call Center Automated IVR Functionalities - Provide Automated Account/Company Information to Callers to reduce calls to live Agents.
• Call Center Routing - Route calls to the proper Call Center Agents based on Customer Requirements.

• Human Resources
• Employee Screening & Recruiting - Perform Initial Candidate Interviews for job screening.
• Employee Satisfaction - Provide Surveys to Employees to better motivate employees.
• Employee Time Clock - For Employees working on the go, allow them to clock in/out via telephone.

• Customer Service
• General Information - Provide General Information to Customers including Hours of Operations, Mailing Address, Driving Directions, Employee Directory, Services Information, etc.
• Reminders - Remind Customers of Appointments, Late Bills, upcoming events, fund raising efforts, general information.
• Order Processing - Allow Customers to place order over the telephone automated.
• Credit Card Processing - Allow Customers to pay bills via the telephone
• Customer Survey - Survey Customers to provide better customer services
• Bill Collection - Remind Residents of Late Payments due, and provide automated Payment service.

• Customer Products
• Product Registration - Allow Automated Registration of Products.
• Recall Information - Allow Information about Product Recall.
• Shipment Status - Allow customer to find information about Shipments.

• Retail Stores
• Dealer/Store Locator - For a Multi-Chain of Stores, provide the nearest store information based on phone number or zip code.
• Store Information - Provide Store Hours, Department Routing and Directions.
• Specials/Discounts - Provide information of Specials and Discounts in the store.
• Appointment Confirmation - Allow Customers to Confirm upcoming Appointments.

• Education
• Parent Information - Provide information on Upcoming Events, Child's Homework, Leave messages for teachers, Student Grades, Test Schedules etc.
• Student Information - Provide information on upcoming events, Homework info, School Closings, etc.
• Surveying - Provide Survey's on the quality of the teachers, cafeteria, bus service, etc.
• Notication - Notify Parents for Child Absentees, School Closings, upcoming events.

• Political Campaigns
• Candidate Awareness - Broadcast Candidate Information to the community for name identification, and Voting Information.
• Mailer Notification - Notify Recipients that Mailers have been sent out, and look out in the mail for it.
• Survey - Allows Voters to let candidates know what are the most important issues to them.

• Township/County Government
• Community Awareness - Provide Inbound/Outbound services to inform the community about upcoming events, functions, changes to the laws, etc.
• Emergency Notification - Call Residents to inform them about an Emergency (Tornado, Hurricane, Snow, Storms, etc.)
• Services Provided - Provide Callers with information on what services the township offers.
• Department Routing - Route Callers to the Proper Department within the Municipality Offices.
• Parking - Allow Callers to pay Metered Parking through the Phone
• Bill Collection - Remind Residents of Late Payments due, and provide automated Payment service.

• Entertainment
• Ring Tone Services - Allow Callers to Download Ringtones to the Mobile Phone.
• Lottery - Allow Callers to play the lottery through their phone.
• Radio - Allow Callers to Listen to the Radio through the phone.
• Ring Back Services - Allow Callers to Choose their RingBack tone that will be used when callers dial their number.
• Horoscope - Allow Callers to listen to their Horoscope.
• Music Messaging - Allow Callers to Dedicate a Music Message to their Loved Ones, Friends, etc.
• Dating - Allow Callers to Listen to Dating Profiles, and Chat Live with other People.
• Chatting - Allow One on One Chatting, or Conferencing amongst many people together(Sports Chat, Political Chat, Current Events Chat, etc.)
• News - Provide Up to date News to the Callers.
• Weather - Provide the Current Weather Service to Callers.
• Voice SMS - Provide a Facility for Callers to Record a Message and forward the Message to the Requested Party.
• Quiz - Provide an Telephonic Quiz and give winners a prize.

• Security & Emergency
• Emergency Notification - Call Residents to inform them about an Emergency (Tornado, Hurricane, Snow, Storms, etc.)

• Travel & Lodging
• Hotel Booking - Provide ability to callers to Book their Hotel Reservations through the phone.
• Special/Deals - Let Callers know about special travel deals and services.
• Hotel Locator - For Multi-Chain Hotels, provide the nearest hotel information based on the state/zip code.

• Automotive
• Dealer Information -Provider Dealer Hours, pricing and other information.
• Car Status - Provide Status of Car to Vehicle Owners, so they know if the vehicle is ready or not.
• Payment - Allow Customers to pay bills over the telephone to reduce time when picking up the vehicle.

• Police & Parking
• Traffic ticket service - Allow Violators to pay Traffic Tickets over the phone.
• Notification - Notify Community of Suspicious Indviduals or Warnings.
• Parking - Allow Callers to pay Meter Parking through the Phone.

• Airlines / Railways / Bus & other Transporation
• General Information - Provide Information about Services, Rates and Specials Offered.
• Schedule Infromation - Provide up to date Information about Train/Place/Bus Arrival And Departure Information.
• Bookings - Taking Ticket Bookings for Train/Plane/Bus.
• Complaint Booking - Allow Customers to File a Service/Billing Complaint so that it is Trackable and Accountable.
• Survey - Allows Customers to provide Service/Products/Suggesstion Feedback.
• Call Routing - Route Calls to the proper person/department.

• Telephone Companies (Land & Mobile Operators)
• General Information - Provide Information about Services, Rates and Speicals Offered.
• Account Infromation - Provide Information about Customer Account, Including Balance Due, Minutes Used, etc.
• Number Change Notification - Notify Callers that a Phone Number has been changed.
• New Number Notification - Notify Callers that the Phone Number has been changed, and play out the New Number.
• Bill Collection - Remind Residents of Late Payments due, and provide automated Payment service.
• Complaint Booking - Allow Customers to File a Service/Billing Complaint so that it is Trackable and Accountable.
• Survey - Allows Customers to provide Service/Products/Suggesstion Feedback.
• Call Routing - Route Calls to the proper person