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Interactive Intelligence's EIC is a fully-integrated
solution with Open IVR and is a stand-alone
as well as integrated with PBX, ACD, Call
Center, Fax Back, Web chat, Email, NetMeeting
and many other standard based application.
This system meets the needs of our non-integrated
customers.
In today's competitive
marketplace, businesses are looking for
ways to more effectively improve the bottom
line and keep pace with market demands.
To achieve these objectives and remain competitive,
companies are focusing on ways to enhance
customer services and product quality, increase
revenue, reduce costs, and improve productivity.
One of the most powerful
means for achieving these goals is through
the automation of repetitive or routine
activities using interactive voice response
(IVR) technology.
"Enterprise Interaction
Center" IVR addresses business needs
found in every industry today. EIC gives
callers easy, round-the-clock access to
a wealth of database information through
their telephone keypads. It turns any telephone
equipped with pushbutton tone dialing into
a computer terminal. As a result, customer
service representatives can be freed from
handling routine requests, and the quality
of customer communications can be improved
without adding staff.
GUI Application
Generator—Creating an editing
application is as straightforward as pointing
and clicking. To create an IVR application,
icons or cells are dragged from the cell
palette to the drawing board to create a
call flow.
System
Administration—Allows the installation,
activation, or removal of an application
without causing downtime or interruption
of system operation. Administrators can
also use the interface to manage the local
information database.
Reports—EIC
IVR offers unlimited detailed call reports
such as call detail, trunk usage, transaction
log, and channel usage—for effective
system management.
Handlers—This
interface gives an easy way to customize
your application to fit your needs.
Health care—physician
referral, appointment scheduling, test result
reporting, appointment confirmation
Banking—account
balance and interest rate inquiries, loan
applications
Catalog sales—order
entry, order status, inventory inquiries
Customer service—order
status, service dispatch, product or repair
information
Human resources—scheduling,
benefits inquiries, employment opportunities
Education—university
class registration, special event ticket
purchases, tuition payments
Insurance—claims
status, eligibility
Reservations—airlines,
hotels, travel agencies
EIC IVR offers
the following benefits:
Total integration with Meridian MAX, CCR,
Meridian Link, and Meridian Mail
Graphical User Interface (GUI) for application
development
Intelligent network interface provides CLID,
DNIS,. and ANI
Sound reliability and quality of EIC voice
processing
Increased efficiency of ports and storage
through use of EIC Unified Messaging
Coordinated screen/call transfer to an ACD
agent
Direct digital link through the EIC system
to switch eliminates requirement for analog
line cards
OPEN IVR
is an important addition to the EIC interactive
voice response (IVR) product portfolio.
Its open architecture provides flexibility
for increased functionality and the capability
of working with both EIC and other legacy
PBX switches.
With OPEN IVR, you can
also choose from a variety of state-of-the-art
technology, automated speech recognition,
Web chat, Web call back, interactive fax,
text-to-speech conversion, outbound dialing,
mainframe communications, external database
communications, and more—the choice
is yours.
Applications utilizing
these features are easily and efficiently
developed using our Graphical User Interface
(GUI) application generator.
OPEN IVR is the power
of choice—a personalized solution returning
maximum competitive advantages with minimum
development investment and maximum flexibility.
Automated
speech recognition—Gives
your customers the convenience of spoken
responses rather than manual input using
the telephone keypad. Discrete and continuous
speech recognition are supported. Both options
provide speaker-independent voice recognition
of digits 0-9, and the words "yes",
"no" and "oh" in multiple
languages.
Interactive
fax, fax-on-demand, and fax broadcasting—Interactive
fax provides the caller with a faxed confirmation
or record of the IVR transaction.
Text-to-speech
conversion—The ability to convert
a text file into speech allows you to offer
dynamic services to your customers.
Multilingual
support—OPEN IVR allows you
to easily create applications that support
multiple languages. In addition, the GUI
application generator can be in the language
of choice!
GUI Application
Generator—Provides a state-of-the-art
GUI environment for rapid application development.
Prompt
Management—Allows creation,
review, edit, installation, and deletion
of voice prompts. An optional graphical
voice prompt editor is also available for
ease of editing.
System
Management—Enables management
of the entire OPEN IVR system.
Statistic
Management—A complete portfolio
of standard reports provides information
on call detail, cell and trunk usage, subscriber
information, and transaction logs.
Data
Management—Allows creation and
maintenance of simple flat-file databases.
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