IVVO speech applications: Like having your best agents
on duty 24/7
The IVVO Suite consists of pre-built applications that manage both inbound and interactive
outbound customer calls for your contact centre.
Click on a category below for further information
This category of agents (or ‘applications’) assist callers in reaching their required destination with the minimum of fuss, while reducing agent call handling time and capturing standard information before connecting to an agent.
Identification & Verification
Part of the speech self-service portfolio, ID&V is a controlled security application providing a means to automate the process of caller identification and verification. Information is captured by the application and upon successful verification it can either transfer the caller to a live agent or another self-service application. ID&V supports a series of ID questions and a broad cross section of verification questions.
Intelligent Router
Part of the speech self-service portfolio, Intelligent Router qualifies the purpose of the call and directs the caller to their required resource. It does this by asking the caller one or multiple questions (for example, what would you like to do today?) and depending on their response routes them accordingly.
Operator
Part of the speech self-service portfolio, Operator provides the ability to improve the customer service experience by empowering callers to automatically connect to their chosen destination, simply by ‘speaking’ the name of a person or department.
Capable of 100% self-service calls such as locate nearest store, account balance and stock check
Contact Capture
Capturing caller details 24/7
Part of the 100% speech self-service portfolio, Contact Capture is designed to collect relevant information from the caller using speech.
Information Line
Round-the-clock information delivery, customers have the answers they need in seconds
Part of the 100% speech self-service portfolio, Information Line allows contact centres to automate the provision of information to callers in real time where the caller asks for information by voice.
Locate & Connect
Access information or be connected without agent intervention
Part of the 100% speech self-service portfolio, Locate & Connect allows callers to locate their nearest resource (branch, office, store etc), hear any required information (opening hours, address, telephone number etc) and to be presented with the option to connect to an agent.
Password Reset
Freeing up your IT helpdesk to handle more high value calls
Part of the 100% speech self-service portfolio, Password Reset enables businesses to automate their internal password reset process. The application will identify and verify the caller, interface with the back end system to reset your password and then deliver a replacement password via Speech, SMS or email.
Payment Capture
24/7 self-service payment capabilities
Part of the 100% speech self-service portfolio, Payment Capture enables contact centres to automate the process of capturing payment details associated with a specific customer record.
Status Query
Access information 24/7 without agent intervention
Part of the 100% speech self-service portfolio, Status Query enables contact centres to automate the process of on-demand information lookup, retrieval and response. Status Query will capture a single piece of information (such as account number, stock code, reference number, etc) from the caller, perform a lookup on a back-office system and then deliver a response in real-time.
Capable of making interactive outbound calls such as insurance policy renewal notifications, appointment confirmations and questionnaires.
Apppointment Capture
Helping to reduce appointment no shows
Part of the speech outbound portfolio, Appointment Capture is a speech application that helps to drive down the number of ‘No Shows’ by calling patients to remind them of their forthcoming appointments and allow them to confirm their attendance in real-time opinion.
Interactive Outbound Notifier
A proactive way to reach your callers at a fraction of the cost
Part of the outbound agent portfolio, Interactive Outbound Notifier is a speech application which makes personalised and timely calls to your customers. Depending on the nature of the call the application can either complete the call without agent intervention or pass the call onto an agent for a closed loop transaction.
Questionnaire Builder
Measuring customer opinion at a fraction of the cost
Part of the speech outbound portfolio, Questionnaire Builder enables contact centres of any size to quickly create and deploy automated post-call or stand-alone surveys and questionnaires to capture valuable customer opinion.
For customers who have very specific requirements SpeechStorm can build custom applications to fit your requirements.