Interactive Virtual Agent
Outbound IVR’s are the most efficient method of calling customers and can be used for providing information, special events, issues, reminders or right party contact screening. Geomant’s Interactive Virtual Agent adds IVR agents to the market leading Avaya Proactive Contact predictive dialler to provide a powerful method of contacting customers at reduced cost.
Solution Overview
Interactive Virtual Agent (IVA) connects any IVR with Avaya’s market leading Proactive Contact predictive dialler enabling IVR Virtual Agents to be added to outbound campaigns as Virtual Agents. Proactive Contact operates in the normal way, but instead of assigning live agents Campaign Supervisor is used to assign Virtual Agents to the outbound job. The market leading dialling algorithm and call classification is used to make the outbound calls passing answered calls to the Virtual Agents which in-turn initiates the IVR script with the customer information enabling the IVR to continue the call using Text to Speech to speak out the customer details such as the customer name, account number and reason for the call.
Interactive Virtual Agent
Depending on the outbound objectives the IVR can simply play a personalised message, or identify whether the call has reached the Right Party and transfer the call to a live agent through to customer identification and verification allowing fully automated financial transactions to be performed. At the end of each call the IVR provides a result code back to Proactive Contact enabling the results of each campaign to be monitored and reported alongside other live agent campaigns.