solutions

pulse IVR

The pulse Interactive Voice Response (IVR) platform offers the flexibility to create customized applications to fulfill businesses’ need to automate and enhance customer service. The platform enables packaged and customized solutions that are easily navigated by end users and seamlessly integrated into existing or new networks. As an open architecture platform, it provides a familiar operating environment to administrators while maintaining a cost effective platform for reduced investment.

All types of businesses can benefit from an IVR platform, from small and medium enterprises, to government services and call centers, right up to Fortune 500 companies. While the industries and requirements may differ, the businesses have a common need to route calls quickly, accurately and economically to meet the increasingly complex needs of today's customer. By providing 24 hour access to functionality and information, pulse IVR provides a permanent point of presence with customers via voice applications.

benefits

Reduce costs, increase ROI
Automate information exchanges — HR inefficiencies are significantly reduced with aggressive return on investment.

Flexibility & Compatibility
pulse IVR utilizes industry standards to ensure compatibility with existing infrastructure and avoid fork lifting.

Improve Customer Satisfaction
Organizations continually meet and exceed customer expectations as pulse IVR provides
access to products and services 24/7.

Control
The development toolkit is available on all platforms and provides in house flexibility to create new applications or modify existing applications on the fly.

Effective resource management
System resources can be effectively administered and managed using pulseManager, pulseMonitor and pulseAlarm administration components.

Added Security
Automating information exchanges creates a tamper proof environment. Unlike web based solutions, only limited information can be accessed through an IVR.

High Availability
A variety of redundant configurations ranging from disk mirroring to hardware and software setup provide high availability for mission critical applications.

Reliable and Scalable
In addition to ensuring a large number of concurrent sessions on a single server, multiple servers can be networked to deploy large installations with redundancy.

application functionality

Standard Features:
Standard features including menu, play, record, call progress monitoring and analysis, and call transfer.

Web, Email, SMS, Fax:
Integration with web, email, SMS and fax provide unified communications capability.

Payment Processing:
Real time processing of credit and debit card purchases via your electronic merchant account (bill payments, phone purchasing, account crediting).

speech

Speech Recognition:
Allows the recognition of phrases and instructions spoken by the caller in over 40 languages and supports Media Resource Control Protocol (MRCP).

Text to Speech:
Converts words or numbers in a document or database into audible speech and reads the information to callers.

connectivity

Database and Backend:
Connect to any standard database or mainframe through ODBC, custom drivers, SQL statements or stored procedure queries. Other forms for connectivity include XML Integration, Web Services and HTTP Posts, Java and C/C++ external module execution.

Protocols and Telephony Interfaces:
Supports a wide variety of signaling protocols for TDM, SS7 and VoIP networks. Hybrid solutions can contain a mixture of PSTN and IP trunks providing the most flexible configuration. Connectivity to the majority of PBX and switch vendors is assured.

Computer Telephony Integration (CTI):
Allows customer data to be transferred to the agent along with the call, enabling effective and faster customer service. All major PBX manufacturers are supported, including Nortel, Avaya, Siemens, Mitel and IP-PBX.

applications

Many off the shelf services are available for virtually every industry. pulse IVR can be
deployed in any business segment: Government-to-Citizen (G2C), Business-to-Business (B2B), and Business-to-Consumer(B2C). Some examples of these applications include Workforce Management, Notifications & Reminders, Payment Processing and Building Inspections and Permits.