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IVR & Operator Service

IVR

These days it is a priority for every organisation to create and manage an efficient and inexpensive call answering system
The ability to change voice messages, amend office hours or add options to the responder in just a few clicks and without having to contact external suppliers means you can meet your company’s needs and at the same time save money.
I-Tel Srl's Sm@rtOplà and Sm@rtControl modules of the infiniteSM@RTphone platform are extremely simple and powerful web applications for creating and customising evolved inbound telephone call answering and management systems.
The functions
  • To load / replace voice messages (.wav);
  • To set out service operating hours (standard week);
  • To set out a ‘special’ days’ calendar (national and local bank holidays, planned or unexpected interruptions to the service…);
  • To organise the call answering and management service structure (voice menus, call transfers, voice mail, information messages).
The advantages
  • Answer messages can be changed without the aid of specialised technicians
  • Service operating hours can be changed quickly without the aid of specialised technicians;
  • Rreduction of system management times and costs;
  • All operations can be carried out by internal staff, from any work station connected to the network.

Automatic operator with voice recognition


Now, thanks to the most modern voice synthesis and recognition technologies, it is also possible to optimise operator activities in order to make better use of resources. Automatic Operator services can be set up using the Sm@rtConnect developed on the infiniteSM@RTphone platform.
The functions
  • Answers calls;
  • Requests the caller who they wish to speak to;
  • Recognises the person’s name by searching through the list included in the system;
  • Asks the caller who they are and to say their surname;
  • Checks that the receiver of the call is present while the caller is put on hold;
  • Tells the receiver of the call the caller’s name;
  • The call can be accepted (call transfer) or refused (forward to voice mail or unavailability message);
  • If the receiver of the call is absent, the system activates the voice mail or reads out an unavailability message.
The advantages
  • Better use of resources;
  • The operator service is operative 24 hours a day;
  • The user can decide whether to accept the call or not on the basis who is calling.