The
system allows either full or partial automation of telephone
transactions that would otherwise be performed
by an operator or attendant. These automated transactions
are known as applications. Each application is designed
and developed to meet a specific customer's need. An application
script is a set of instructions written for the system
that informs it how to carry out the automated transaction.
Scripts define the flows of calls and determine what callers
hear and how callers respond to the system.
When an incoming call is connected to the system,
the system
prompts the caller with synthesized or prerecorded
speech. The caller responds by entering touchtones
or by speaking into the telephone. The particular application
and its corresponding script determine the dialog between
the system and the caller.
The Avaya™ IVR platform provides the flexibility and power that today's
contact centers demand, enabling companies to deliver a more responsive and personalized
customer service experience. |
