August'01 - till date
Client: Department of Treasurer, County of Riverside
Description: IVR Project (Treasurer)
IVR Application is to provide better customer service, saving agents time and there by eliminating the cost of customer service. Cisco ICM is used to intelligent call routing and CTI server is synchronizing the customer data with the calls, and thus the agents can see the caller details as soon as they receive a call. Most of the customers calls will be satisfied by IVR and who ever wants to talk agent, they will be provided an option to choose for agent assistance. Even, they can pay their current year taxes using IVR. So 60 - 80 % of the caller will be covered by IVR. And since IVR has the ability to attend 90 calls simultaneously, the waiting time for the caller will be drastically reduced. The IVR in this software system is InterVoiceBrite, which it will be very helpful to develop and deploy VoiceXML application. (VoiceXML is one of the leading emerging technologi