PCS White Paper

PCS IVR Host

IVR Hosting System for User Created VoIP Solutions

Maximizing Mitel

Product Summary

  • Create IVR (Interactive Voice Response) systems to enhance automation and improve customer service.
  • Integrate your VoIP system with databases, web services and Active Directory.
  • Personalize the user experience with TTS (Text-to-Speech) offering multiple voices and language options.
  • ASR (Automatic Speech Recognition) to augment menu selection, data entry and keyword recognition.
  • Enable DTMF (Dual-Tone, Multi-Frequency) user input.

Product Enhancement Options

  • Integrate with CRM, ERP, MRP and banking core systems to provide status and transactional information.
  • IVR Designer offers the user a drag and drop GUI (Graphical User Interface) for IVR design. Professional Services available.

Product Requirements

  • Works with MiVoice Business, MiVoice Connect 14.2 and above.
  • Contact Center not required.

Call Control Examples

  • Menus: Voice enable auto attendant menus.
  • Call Routing: Redirect callers to their personalized agent and prioritize VIP callers based on account status.
  • Call Screening: Redirect collections and suspected fraud calls to specialized agents. Screen blacklisted numbers.
  • Call Queuing: Manage high volume call queues.

Self Help & Automation Examples

  • Self-Service: Enable callers to retrieve information and perform tasks 24/7 without agent intervention.
  • Information Retrieval: Callers can receive prerecorded information such as office locations, business hours, FAQs and product details.
  • Hospitality: Voice enable room service and wake up calls.
  • After Call Surveys: Conduct surveys and collect customer feedback using voice-enabled IVR systems.
  • Audio Recordings: Record and process caller feedback.
  • Outbound Dialing Campaigns: Conduct automated outbound dialing campaigns for appointment reminders and customer notification with results integration.
  • Emergency Response: Enable emergency responders to dispatch services, send alerts and communicate with callers using voice enabled IVR systems.

CRM, ERP, MRP & Core Integrations

  • Order Tracking: Enable voice command order tracking and real-time order status updates.
  • Banking Services: Provide customers with banking services such as fund transfer, bill payment and payment history using voice commands.

Begin Your Integration Journey

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