IVR/Self-Service


Interactive Voice Response (IVR) is a technology that allows a computer to detect voice and dual tone multi frequency signaling (DTMF) keypads inputs. IVR Solutions enables users to get information including bank balances, product details, train or flight status, place an order or to get order status, movie show times, and more from any telecommunication device. Additionally IVR devices are increasingly used to place and outbound calls to deliver or gather information for appointment, past due bills, and other time critical events and activities.


In Telecommunications, IVR allows customers to access a company's database via a telephone keypad or speech recognition, after which they can service their own inquires by following the instructions. IVR systems can be used to control almost any function where the interface can be broken down into a series of simple menu choices.


Genesys Voice platform is software only, standards- based voice portal that enables businesses to provide cost effective customer interactions 24X7. Beyond traditional IVR, it provides touchtone access to applications and incorporates speech recognition technology for conversational exchange to identify and resolve customer requests.


The Voice Platform can be implemented as a key component for several user models.

  • In a standalone mode, it operates with a variety of platforms and configurations- enabling customer service for enterprises and service providers.
  • As an integrated self-service solution, it operates with the customer interaction management platform to provide an enhanced caller experience with routine caller requests are handled by the self service option, and more complex requests are routed to the best available skilled agent.
  • Voice Platform is a key element of the gallery intelligent customer front door.

Nova Terra IVR Solutions

Benefits of IVR

  • Provides a voice platform solution focused on the total customer experience, rather than just the called experience in the IVR.
  • Seamlessly integrates self service applications and agent-assisted transactions to align service with customer values and needs, reduce costs and enable end to end reporting.
  • Provides a secure, flexible voice platform that can be deployed in TDM, IP or hybrid environments, architected for enterprises and service providers.

Features of IVR

  • RNA - Ring No Answer.
  • Answered by Voice Mail or answering machine.
  • Fax Tone - IVR can leave a TIFF image fix message.
  • Answer (IVR can tell the customer who is calling and ask them to wait for an agent).
  • Recognize divert messages and abandon call.