IVR/Interactive Voice Response

Almost half of all calls to customer service are from those inquiring about their balance or making a payment, typically at the last minute. Real-time, interactive voice response (IVR) ensures that these calls are handled on a timely basis with the most up-to-date information. IVR can facilitate 30-40% of call traffic, so your customer service staff can focus on the more complicated customer issues.

Tele-Works delivers best-of-breed “Native VoIP” IVR solutions that make it easy for customers to transact business by telephone. With more than 500 IVR applications in use across North America and both hosted and on-premise deployment options, Tele-Works has the products and expertise to rapidly deploy high-quality IVR at organizations of all sizes.

Features:

• Inbound IVR — Customers can make payments and receive balances, due dates, payment history, etc.
• Outbound IVR — Automatic outbound payment reminder calls allow customers to pay directly from your outbound call.
• Real-time — The IVR interacts directly with your customer information systems, so billing and payment information is exchanged in real-time-exactly as if a payment was made at the counter.
• Multiple Payment Options — Customers can make payments by credit card or check.
• Proven Quality — Professional voice recordings and proven call flows deliver a satisfying user experience.
• Secure — Tele-Works’ IVR offers multiple layers of security and is PCI-certified.
• Multiple Languages — Both English and Spanish language call flows are standard, ensuring that you can reach all of your customers.

Tele-Works’ industry-leading real-time IVR is available under numerous product headings for different industries and market partners:

utilityworks™	Access accounts and pay bills
buildingworks™	Schedule inspections and hear results — inspectors post results
courtworks™	Access citations and pay fines — automated notifications of court case changes
alertworks™	Rapid customer notifications by voice, text message, and email
parkingworks™	Pay parking tickets/fees and renew parking passes
licenseworks™	Renew and pay for licenses — business, occupational, animal
taxworks™	Access accounts, pay taxes, and receive reminder notices
housingworks™	Provide applicants, tenants, and landlords real-time phone access to their information such as waiting list position, inspection dates, reexamination appointments and utility and housing assistance (UAP/HAP) payment information
vCARE	Provides real-time utility billing IVR to the Northstar Utility CIS system
inCALL	Provides real-time utility billing IVR to the inHANCE Utility Systems CIS system
infinity.teleconnect	Provides real-time utility billing IVR to the Advanced utility Systems CIS Infinity database.
Continental IVR	Provides real-time utility billing IVR to the Continental Utility Systems Inc (CUSI) database system
Springbrook IVR	Provides real-time utility billing IVR to the Springbrook Software CIS system
Data West IVR	Provides real-time utility billing IVR to the Data West BillMaster database system