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UC Interactive Voice Response (QueWorX®)

UC Interactive Voice Response (QueWorX<sup>®</sup>)

Customer-focused applications are a critical component of a successful contact center.

NEC's UC Interactive Voice Response (QueWorX), an integral part of the UC for Enterprise Contact Center suite, provides your contact center with a range of customer-focused applications that enable your agents to provide superior service. With UC Interactive Voice Response (UC IVR), you give your customers the ability to choose how they wish to interact with you and enable your agents to efficiently service your customers.

 

A perfect fit for any size of business, UC IVR offers:

 

Call Routing

  • Advanced Call Routing – routes callers quickly to the appropriate agent based on Automatic Number Identification (ANI), Account Code or Area Code
  • Customized Announcements – record and configure up to 89 custom announcements to fit your specific business requirements
  • Repeat Verification
    Allows callers to verify their customer account number to help ensure the proper handling of their calls.

Auto-Attendant-

  • Multi-level/Multi-lingual Auto Attendant - provides callers with pre-recorded menu options in up to seven different languages to ensure they reach the right department or agent
  • Pre Call Whisper Announcement - gives agents information about the caller immediately prior to being connected

Callbacks

  • Immediate, Scheduled or Web-Based – enables customers to choose when they want to be contacted
  • Global Repeat Verification
    Allows callers to verify their customer input, such as account number of callback number. This feature helps ensure the proper handling of customer calls.

Announcements

  • Estimated Time to Answer (ETA) and Queue Depth – Provide customers with information on wait times and place in queue, which allows them to decide whether to remain on hold or submit a callback - reducing the number of abandoned calls

After Call Survey Application - Prior to connection to an agent, customers can be given the option of participating in a survey at the conclusion of their ACD call. The results are stored and can be reported to improve call center customer satisfaction.

 

Additional Features of UC IVR:

 

Customizable Reports – Easily generate insightful reports on agent performance and call statistics

 

Easy Integration - UC IVR easily integrates with NEC’s UC Automatic Call Distribution (CallCenterWorX®-ACD) and can be installed on the same server. NEC’s Computer Telephony Integration (CTI) link, Infolink, adds the third-party call control that enables UC IVR to deliver such advanced contact center applications as advanced call routing and customer callback.

 

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