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IVR

Use the UnicoTel IVR (Automatic Voice Announcement Customer Service System) to establish a professional telephone customer service efficiently and cost effectively.

The fundamental purpose of the call management system is to implement a modern method for the management of calls received at the customer center. Within the interactive menu system of IVR, the calling party can communicate with a customer service system using the pushbuttons of a traditional telephone device. Callers are typically greeted by a voice announcement menu, and based on the responses provided, potential other voice announcements are played, to which the caller once again reacts, and so on, until the desired information or service is reached. The process may be interrupted in any of the menu items, and the call can be connected to any telephone number belonging to the customer service attendant(s). Invoice information and balance queries are today frequently managed using this service, and even contracting over the telephone is possible.

The IVR service is ideal for all companies where various units and departments operate in geographically distinct locations, since the UnicoTel solution can be used to access them using one number.

What are the advantages of the UnicoTel IVR service?

A simply customizable menu system which makes business more cost efficient for individual enterprises and larger companies alike.
A large volume of simultaneous calls can be managed, which calls can be provided for using a predefined and controlled automatic call management process, in line with any demand.
The solution can be customized in a user friendly manner remotely using the telephone at any time of the day.
You can record and replace or delete voice materials from the IVR as well as change the IVR menu structure as you see fit.
The IVR also manages various time of the day and holiday settings. E.g.: a different voice message is played outside of working hours.
There are no lost calls, as voicemail accounts can also be created, so that messages may be left outside of working hours. Voicemail messages left in the IVR are forwarded by e-mail to the predefined e-mail address/addresses.
Various statistics may be created regarding the visitors of selected menu items for later use.
The solution makes it possible to make a single telephone number available to partners.
Enterprises may manage their incoming calls without purchasing a PBX.

The IVR service can be used by our partners to efficiently increase their own telecommunication portfolios, as well as increase their traffic, since all calls received by the IVR are answered.

The IVR service may be sold and invoiced by the telecommunication partners of UnicoTel on their own behalf. They may implement default IVR configurations (IVR boxes) based on their own concept which may later be simply customized. During startup, only the access telephone number and voice file must be specified. When the service is provided, UnicoTel connects to the switch of the partner and uses it to receive the traffic to be managed in the IVR, and calls exiting the IVR are returned to the partner for termination. UnicoTel will also terminate the calls arriving from the IVR as needed. Regarding the IVR service, our partner may use its own telephone number, or use the UnicoTel number field.

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