BUSINESS MADE SIMPLE
Application Brief
Nortel Business Communications Manager Interactive Voice Response
Introduction
In your organization, do many incoming
calls deal with straightforward, fact-
based transactions – such as refilling
prescriptions, booking reservations,
checking order status, updating account
information, researching inventory or
making credit card payments?
If so, wouldn't you like a way to relieve
your staff of these mundane, repetitive
requests, while giving customers and
clients faster service? After all, you'd
want to reserve your people for more
value-added customer relations, and
callers might not want to wait for a
human attendant when the transaction
can be speedily and accurately handled
by an automated system.
That's why we equipped Nortel
Business Communications Manager
200 and 400 systems with interactive
voice response (IVR) capabilities. IVR
reduces costs and improves service by
giving customers 24x7 access to your
business to carry out routine inquiries
and service requests. Callers can access a
broad range of information and initiate
transactions or other interactions simply
by responding to a series of prompts.
It's like having an always-on corporate
contact center – at a scale and price to
suit small and medium businesses.
A Robust Call-Processing
Engine – Customized for
Your Unique Needs
The IVR function includes two key
components: a run-time engine that
processes inputs and outputs, and an
application component that contains
your unique menus, prompts, recordings
and routing logic that govern how those
inputs and outputs are processed.
The IVR run-time engine:
> Answers calls from the Business
Communications Manager
Messaging Auto Attendant
> Plays pre-recorded prompts, such
as “For billing inquiries, press 1.”
> Collects the caller's entry via the
phone set dialpad
> Retrieves requested information
from commercial databases
> Speaks the results back to the caller
using pre-recorded prompts