OpenIVR module
What is an OpenIVR module?
In some complex implementations, that require integration with databases or make use of TTS and ASR technologies enabling voice-driven scripts and dynamic voice prompt synthesis, it will be necessary to adopt the OpenIVR module. This contact center component is a programming environment that allows creating personalized IVR algorithms for incoming calls before transferring them to the most appropriate agents or routing them to a specific queue.
OpenIVR module allows integrating with any backend or company process to get the most automated and efficient service. In this way, you could have a more personalized IVR, thus increasing customer satisfaction. For example, you could add a database consultation when a caller presses a number on his touch-tone keypad in the IVR menu to understand from which country the call comes from and then transfer it to an Italian or English agent. This module could be an added value for your customer service.
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