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Hosted IVR Solution Sheet

Hosted IVR

USAN's state-of-the-art hosted Interactive Voice Response (IVR) system provides the ability to manage the most demanding customer service requirements. We provide both inbound IVR and outbound IVR services to unify your customer’s experience and to generate efficiencies across applications. USAN’s IVR consulting services and IVR software developers assist enterprises in designing the most effective call flows; including grammars, dialog and personas to meet your goals and image requirements. Our IVR technology operates at 99.99% service availability to assure your customers can reach you at anytime.

USAN IVR consultants specialize in building dynamically configured call flows to customize applications to the needs of specific callers and to allow our customers to make IVR software changes in real-time as their needs require. Our IVR systems support a broad range of speech applications, including text-to-speech, simple press or say, directed dialogs and natural language with multiple recognitions in a single utterance. USAN’s IVR technology fully supports voice extensible markup language (VXML) 2.1 to support third-party applications and developers to manage call-flow applications, and our applications can run on other VXML-compliant platforms as well.

The USAN hosted IVR can integrate with an enterprise's host computing and database systems to facilitate customer self-service in the IVR call flow. Our IVR software can support legacy interfaces such as SNA and MQ as well as HTML, XML, and web services interfaces. Our IVR system is tightly integrated with our hosted ACD to provide agent screen POP with call context and we can integrate with third party CTI interfaces as well.

Hosted Interactive Voice Response benefits:

  • Improved customer/prospect satisfaction
  • Operational diversity and redundancy to assure business continuity
  • Flexible IVR technological infrastructure to support future expansion and new technology migrations (including VXML, natural language, VoIP and speaker authentication)
  • Call center analysis, and IVR consultative application design and development
  • Project management for unique, as-needed projects
  • Support for multi-carrier transport
  • Carrier-grade SS7 and peer-to-peer protocol connectivity
  • 24x7x365 network monitoring and management of the IVR phone system
  • Automatic number identification (ANI) fraud management
IVR