Introduction

When developing customer service strategies, Government and commercial businesses are faced the challenge of how to:

• Deliver compelling real-time information services to the mobile population, such as up-to-date travel, journey time and weather information.
• Ensure mass adoption though simplicity of use and personalisation, coupled with the increased reach provided by access from any mobile or landline telephone.
• Increase accessibility to your existing information and services by automating their distribution by voice, and reducing dependence on costly call centres.
• Provide fully automated self-service transactions which do not require any operator assistance, available 24 hours per day.
• Do more with less by focusing resources on the delivery of high-value services.

Service Delivery using IVR Technology

Interactive Voice Response (IVR) systems can be used to automate a wide range of services and requests for information. By combining the input of a caller with tailor made scripts, IVR systems can 1) efficiently route calls; 2) provide information to the caller; 3) perform processes such as taking payment for services such as parking and providing an account balance for tolling applications.

Benefits

A properly implemented IVR system can deliver the following benefits to you and your clients:

• Improved customer service experience
• The opportunity to focus resources on service delivery rather than call handling
• Reduced cost per call
• Expansion of call capacity to respond to larger call volumes
• Automated processing of payment transactions any time, any where

Our Expertise / Experience

BCL's consultants have 15-20 years experience specifying, designing and implementing IT solutions for clients in many industries covering Transport & Travel, Financial Services, Public Sector, Utilities, Communications & Media and Manufacturing.  We are able to bring the following expertise and experience to the development of IVR solutions:

• Detailed knowledge of Integrated transport systems e.g. Journey Time Planning
• Automatic Call Distribution / PABX systems using VoiP telephony
• Text-to-Speech Processing systems
• Multilingual systems development
• Back-office integration to systems such as Relational Databases, Ticket Management, Customer Relationship Management, and Payment processing.

An example of a recent project includes the development of an automated Ticketing System using IVR technology for Arts Alliance Media.

Partners

We are currently working with I6NET Solutions & Technologies (http://www.i6net.com) and Voxeo (http://www.voxeo.com/) to deliver solutions to clients.