IVR, is a phone technology that allows a computer to detect voice and touch tones using a normal phone call. The IVR system can respond with pre-recorded or dynamically generated audio to further direct callers on how to proceed. IVR systems can be used to control almost any function where the interface can be broken down into a series of simple menu choices. For example an IVR systems can be used as a Voice portal to access remote information such as bus scheduling where the caller can select the route for which they require information, or for billing or customer service systems which allow the caller to enter information such as their account number or credit card details without the need for operator assistance. IVR solutions are often integrated with an ACD, which routes incoming phone calls to agent work groups. Our IVR includes many features and can be a highly customized application.

ACD or Automatic call Distributor is a technology that routes incoming calls to agents using various selection strategies to determine whose phone or phones ring when the next call comes in. To help make the best agent selection the different algorithms use data solicited through choices made in the associated IVR system, or by the telephone number dialed, the calling number or caller's identity.

Our predictive dialer automatically dials batches of telephone numbers for connection to agents assigned to sales or other campaigns. Alternatively, the dialer can play an introductory recorded message, giving the call recipient the option to talk with an agent to complete the transaction. This message is a consistent greeting that identifies the caller, the nature of the call, and the option to speak with an agent.

Considering that in manual dialing environments, a given agent will spend around 80% of their time listening to the phone ring waiting to talk to someone, or dealing with invalid numbers or answering machines, by using a predictive dialer to filter out these unproductive calls agents can now spend on average around 80% of their time talking to customers and only about 20% of their time waiting for the next call - a 300% increase in productivity.

Our advanced predictive dialer consistently operates at a phone line to agent ratio of 1.5:1 or 2:1 by using many operating characteristics that it learns during the calling campaign and adjusts automatically to the behavior of an ongoing campaign. Examples of such statistics include call connection rates (both current and average for recent past days by hour of the day), average agent connection time, geographic location dialed, etc.