IVR's Potential

What can IVRs do for you?

IVR capabilities have evolved tremendously from its early day, limited query / response touch tone (DTMF) implementations. Today’s open standards based platforms are capable of speech recognition, multimodal input / output capabilities, mobile and web based integration, SMS text messaging, and active session transfer capabilities. These enhanced features provide enhanced customer interactions, improved business relationships, more effective (and frankly less frustrating) technology utilization, with new applications and ways of using IVR capabilities evolving every day.

Properly designed and deployed, IVR applications can work effectively for your company on a 7 x 24 x 365 basis to increase your market effectiveness.

Hosted or On-Premise?

IVR systems can be deployed either in the cloud (hosted) or on-premise - Acclaim Telecom Services offers both of these options. Cloud based deployments offer many advantages including lower capital investments and maintenance costs. You can learn more about IVR hosting here. However, there are business cases where an on-premise IVR solution is prefered, particularly when security is a factor.

Where Do I Start?

Acclaim Telecom Services can assist you at every stage of your IVR application, from identifying the business needs and goals, through design and development, to deployment and system monitoring. Start with the free consultation.

Financial Industry Solutions

Acclaim Telecom Services provides comprehensive IVR speech recognition solutions designed specifically to reduce costs and improve customer communications for banks, insurance companies, and other financial services firms. Some examples of how Acclaim Telecom Services’s clients are using IVR solutions include:

  • PCI DSS compliant transactions
  • Debit Card / Credit Card authorization and replenishment
  • Live Agent Call Center Applications
  • Auto-attendant
  • Unified Messaging
  • Account balances, transaction history, and funds transfer
  • Policy inquiries, coverage verification and claims reporting
  • Loan balances, payment history, and payoff amount
  • Customer Surveys and Customer Notifications
  • Bill Payments, Bill Reminders and Bill Collections
  • PIN reset

Healthcare Industry Solutions

Acclaim Telecom Services speech technologies can be a productive solution for hospitals and physician’s offices, insurance companies, care facilities, and other providers. By giving patients a convenient self-service option, health care companies can use voice automation to more quickly and efficiently manage a wide range of activities, including:

  • Claims processing, billing and payment tracking
  • Admittance and discharge
  • Appointment scheduling
  • Secure handling of patient, drug and medical information
  • Prescription refills
  • Problem resolution

Utilities Industry Solutions

For both regulated and deregulated utility service providers, utilities continue to function under extreme operating pressures. Utilities are striving to improve customer service, provide consistency and accuracy on a 7 x 24 x 365 basis, and improve accuracy on high volume, redundant information requests. Typical applications include:

  • Call Center Automation
  • Bill payment, bill payment reminders, account balance and status
  • Repair status and outbound customer notification
  • Manage unpredictable call volumes during inclement weather or unanticipated outages
  • Automated stop and start of service
  • Customer service and important information updates

Retail Industry Solutions

Retail has always been a competitive industry. A few of the ways to improve customer service as well as improve your firm’s operational effectiveness include:

  • Debit Card activation and funds replenishment
  • Call Center Automation
  • Inventory and Reporting capabilities
  • Bill payment and bill payment reminders
  • Inbound and outbound customer notification
  • Job inquiry / Pre-employment screening and qualification
  • New hire, employee notifications for updated or last minute schedule changes and new sale information
  • Order taking, order status and physical store locations

Insurance Industry Solutions

Health, life, dental, property, and casualty insurance firms have some of the highest call volume demands of any industry. Policyholders who call in are looking for information that is both personal and important. With stringent confidentiality regulation, increased consumer driven research and decision making capabilities, and the need to understand sometimes complex product options, information accuracy has never been more important. In many cases, a well developed IVR solution can address most of these needs.

Among the many areas IVR technologies can have an immediate positive impact across multiple insurance industry areas include:

  • Benefit approval and payment status
  • Payment notifications and account status
  • Claims processing and reporting status
  • Medical provider participation for specific healthcare programs
  • Open enrollment services
  • Insurance eligibility and coverage verification
  • Personal account update, change of address capabilities
  • Appointment notification and verification

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