IVR - Interactive Voice Response - Voice Portal

IVR Voice Portal

Completely automate repetitive cases and actions

Professional voice self service for a new customer experience

Intelligent interactive voice response (IVR) systems, also known as VoiceBots, virtual assistants or conversational IVR, are at the core of our business for nearly 30 years. Our broad base of customers from all trades and the multitude of implemented applications make CreaLog the ideal partner for any company that needs more than a simple "Please press 1, 2, or 3" on the phone.

Our Voice Portals are the base for announcements, tariff information, call queues, authentification, and many more applications for Customer Service Automation.

Case concluding or partially automated services significantly reduce costs and enable new services. VoiceBot/ conversational IVR systems are available 24 hours a day and 7 days a week and take no vacation. They are always kind and patient even when performing tedious standard jobs.

Intelligent conversational self service voice portals with sophisticated speech recognition technology — using natural language understanding and AI — securely identify the customer and enable safe legitimization. Voice Biometrics offer additional security features. With state-of-the-art speech recognition, callers may freely voice their intent and will be guided directly to the right service or agent.

A Network IVR in conjunction with a MRF enables CSP and network operators to play prompts like out-of-coverage and tariff information, autonomously perform a top-up process for pre-paid tariff plans and many other standard tasks.

An Enterprise Voice Portal offers options including sophisticated routing (call steering), database queries up to fully automated VoiceBot services. It can be either deployed at a Telco as a Voice Portal as a Service (VPaaS) for clients or on-premise for companies that feel the need for an integrated in-house solution of conversational IVR and Contact Center because service hotlines often require intelligent routing and self service using robots and cobots.

The CreaLog Enterprise IVR offers AI-powered conversational voice portal technology for Contact Center Intelligence and is focused on three stages of the contact or service center workflow:

  • Self-Service
  • Live Call Analytics with Agent Assistance
  • and Recording, Storage, Transcription  and Post-Call Analytics

It uses sophisticated speech recognition, voice biometrics, recording, transcription, speech analytics and text-to-speech technology.

With over 80 languages and dialects to choose from, speech recognition offers a broad choice for customer communication in native languages. With the CreaLog Service Creation Environment trained staff is able to create complex services using a graphical toolkit that supports scripting and object oriented programming. Web interfaces allow service creation for customers as well as safe service configuration and monitoring.

The main advantages of an IVR in enterprises

  •    Prequalify callers
  •    Manage support requests more efficiently
  •    Connect directly to the right contact person without transferring the call
  •    Problems are solved faster, resulting in higher customer satisfaction

Common Features

Both CreaLog Network IVR and Enterprise IVR come with many predefined objects, allowing for easy implementation of new services. Nearly any integration interface for Web, database, email, file transfer is present and ready for use. Application modules start with A as in Auto Attendant or Announcement and continue to W as in Wait or Call Queue.

Please Download our Voice Portal Data Sheet for details.

Servicebot Customer References (excerpt)

Clicking on one of the logos will take you to the corresponding case study.

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