January 12, 2013
TMCnet Hosted IVR Week in Review
By Carlos Olivera
TMCnet Content Producer
This week in Interactive Voice Response news, Indosoft (News - Alert) announced that it will expand its auto-provisioning capability of SIP phones with its Q-Suite, Indosoft’s contact center technology suite. The SIP phones expansion will include Polycom and Linksys (News - Alert).
With these additions, contact center agents will be able to work with either on-hook or off-hook phone designations, reducing average caller wait time.
“Auto-provisioning with phone registration management is a must for large call center setup. We are constantly expanding SIP auto-provisioning within our call center software to include more phone manufacturers. This will provide Q-Suite based contact centers a wider choice of IP phones,” said James Terhune (News - Alert), chief technology officer at Indosoft.
In other news, IVR is now allowing customers to make payments over the phone. Some customers may not want to put their personal information online, or don’t even have the Internet and just feel more comfortable talking to an actual person.
IVR is allowing customers to make faster, automated payments, freeing up employees to handle other matters.
“With IVR, interactions with callers can be automated for ease and convenience. It can take them to their accounts through any phone, so that they can access their information and pay bills over the phone. However, the IVR must be aligned with the billing and payment processes and software solutions before being put into use, otherwise there will be some very confused and frustrated customers,” said Robbie Pleasant, TMCnet contributor.
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