Contact Services: Interactive Voice Response

Telatron has always worked with its clients to increase their clients' customer experience. This company has been dedicated to fulfilling the needs of each client with the most up to date technology available.

About 10 years ago, at the request of a client, Telatron developed its first IVR system. At that time, it was the most advanced technology of its day. However, the IVR system of the past seems elementary compared to the sophisticated system of today. Telatron's state-of-the-art IVR system allows callers to access information and complete transactions via voice or touch tone prompts in several languages. The IVR supplies not only online information, but does so in multiple languages- a necessity in today's global society.

To benefit the needs of our clients and their customers, Telatron's IVR includes speaker verification and speech recognition systems. Customers are able to speak directly to the IVR system, as naturally as speaking to a live agent. The IVR allows callers to enter information easily and allows clients to deploy more complex applications.

With this system, Telatron has high security measures. Speaker verification is used to identify the callers' voiceprint, which is as unique as a fingerprint. It is an unobtrusive way to reduce fraud.

Telatron's IVR system has the ability to link with any system connected online with the company. The IVR can be utilized for front end/or back end support and appropriate call routing can improve the cost associated with marketing, data gathering and customer care.

The Telatron IVR currently supports the following types of programs:

	Automated Account Information
	Computerized Gathering of Data
	Efficient Routing to an Expert Agent
	Answers to Frequently Asked Questions
	Automated Surveys
	Secure Acceptance Data
	Automated Disclosures
	Information Requests
	Various Other Applications

The Telatron IVR system also has the ability to pass data secured from the caller arming the live operator with the information already requested and secured in the IVR. At times, this can save as much as 20-30 seconds from the call. Also, account numbers can be superimposed on the ISDN user data for transfer to a remote system or IVR. All programming is completed by Telatron's Telephony Engineers so set up charges are cost effective and completed in a timely manner.

	Customers spend less time on hold and abandon fewer calls.
	Queue times are reduced.
	Allows clients to economically extend their business reach across time zones. It allows service 24 hours a day seven days a week.
	Telatron's IVR also has self service applications which offers customers privacy.