Add IVR agents to your Avaya Proactive Contact predictive dialler and contact customers at significantly reduced cost. Interactive Virtual Agent (IVA) is a powerful, pre-packaged tool created by our in-house Professional Services team, that allows IVR virtual agents to be added to outbound campaigns.
IVA connects Avaya Aura™ Experience Portal and other IVR's to Avaya’s Proactive Contact predictive dialler, facilitating fully automated agentless campaigns, including personalized messaging, text to speech, proactive self-service and opt-out/unsubscribe. And when a customer wants to speak with a live agent, they can be transferred quickly, along with any campaign data, to an inbound job or Avaya Aura Contact Centre Elite agent, using the screen-pop provided by Desktop Connect.
Without any changes to Proactive Contact, IVR virtual agents can be added, managed, monitored and reported - all from within Proactive Contact Supervisor.
Enforces acceptable language policies
Worker Safety & Escalation Management Solution
Multi-platform telephony-CRM integration
Adds outbound SMS campaigns to most CRM systems
Adds IVR virtual agents to Avaya Proactive Contact campaigns
Backup Avaya Proactive Contact onto any Windows Server