iAssist for Avaya Voice Portal

Your Avaya Voice Portal can do a lot more...

iAssist is an IVR-in-a-box application which offers various customer interaction modules on a single platform. These modules deliver functionalities that everyday customer interaction scenarios demand.

Business Benefits

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iAssist enhances IVR capabilities. It enables the IVR to call customers back, execute timely customer surveys, automate order status information, helps customers locate offices with ease and directing customers to different businesses of the same enterprise.

Riding on the Avaya Voice Portal (AVP), iAssist enables enterprises to do more – interact and relate with their customers by proactively providing various applications on one single IVR platform.

Features

  • Global Features
    • Common administration and reporting for all applications
    • Single login with Active Directory Integration
    • Role management
    • Multi tenant support
    • User management
    • Multi site support
    • Business group management – DNIS configuration
    • Real time and historical reports
    • Support for TTS and speech based applications
    • It is simple, inexpensive, and easy to administer
  • CallBack Manager
    • Capture customer calling number (CLI / ANI & DNIS)
    • Offers different callback options (immediately, at a later time, later date and time, mentioned free slots) for different customer types
    • Callback manager allows the Call Center to configure low volume slots in a day and callbacks can only be registered for these slots to distribute the call traffic
    • Register callback for customer calling number (CLI / ANI) or a different number as entered by the customer
    • Capture customer's unique ID
    • Record customer name
    • Record customer message
    • Duplicate filtering – filter previously registered callbacks based on CLI / ANI or customer's unique ID; Offer to retain earlier callback or re-register new callback
    • Reject callback requests by  CLI / ANI
    • Call priority based on customer type
    • Capture agents before calling a customer and playback collected callback details
    • Call Progress Analysis (CPA) – detect outcomes like busy, no answer among others and automatically reschedule callbacks after a configured time and retries
    •  Accept business outcomes from agents to close or reschedule callbacks
    • Configure hours of operation, breaks and holidays
    • Reports – Real time console, Historical reports using Crystal Reports templates and availability in both tabular and graphical format
  • CTI version for CallBack Manager
    • With this version, you do not have to buy additional port licenses to call and patch the agent and the end consumer. This saves cost by not using the expensive AVP licenses.
  • CallSurvey Manager
    • Specific features
      • Configure different types of surveys for different types of customers
      • Play welcome messages
      • Play promotional messages
      • Collect customer's unique ID
      • Integrate with CTI engine to collect agent ID for agent surveys
      • Record phrases of questions and answers
      • Configure survey questions with multiple answers
      • Design static or dynamic surveys
      • Record customer messages for specific questions
      • Bulk upload bank of questions and answers
    • Types of questions
      • Yes / no type question
      • Choice question for configurable choices from 2 to 5 options to be collected
      • Number input type question where minimum and maximum digit length can be configured
      • Date input type question where date format can be defined
  • CTI version for CallSurvey Manager
    • In this version, CSM supports standard integration with  Avaya Interaction Center (AIC). The advantage is that when an agent based call is initiated with CSM, agent ID can be captured by AIC. This agent ID is tagged to survey responses provided by the customer and is available for generating historical reports.
  • Store Locator
    • Customer segmentation based on DNIS to execute different IVR flows
    • Search stores by customer input of zip / postal code, area code, location / city name
    • Add manually or upload store details in bulk
    • Store details typically contains store code, zip / postal code, city and state details and daily work times for ndividuals store
    • Stores are searched using longitudinal and latitudinal calculations
    • Business group configurations
    • Configure the minimum circular radius to search stores
    • Configure number of stores to play out
    • Customer options: play out store details like address and work timings, contact person, contact numbers
    • Option to transfer to store – connect customer to store
    • Additionally play welcome messages, service messages and promotional messages
  • Benefits
    • Maximizes efficiency and improves business automation
    • Automates business location search options for customers as well as for enterprises
    • Automates capture of all store information required by end customers
    • Helps achieve customer service excellence
  • Reports
    • Real time console is available to view status of the number of store locator calls that have completed or not completed for every 30 minute interval for the day
    • Historical reports uses Crystal report templates and can exported to Excel, PDF, and other file formats, these two being the popular ones
    • Historical reports available are in both tabular and graphical format
    • Announced store response report – sub report
  • Order Status Application (OSA)
    • Order Status Application (OSA) - OSA allows companies to automate checking status of orders placed by their customers. Order placement and cancellation can also be built in.
  • Call Steering
    • Enables customers to be diverted to specific business groups that they want to interact with