Nextiva IVR & Virtual Agents

Voice Commands

• Enable callers to route themselves (e.g. “Connect me to Tech Support”).

Text-to-Speech

• Quickly convert text to human-like speech for customizing call flow scripts.

Voice Biometrics

• Verify callers by their voice imprint instead of answers to security questions (e.g. mother’s maiden name, make of the first car, and so on) to enhance secure authentication.

Natural Language Process (NLP)

• Leverage Google Cloud and IBM Watson technology to turn mundane interactions between callers and the Virtual Agent into more natural conversational interactions.

Payment Card Industry Data Security Standard (PCI DSS) Level 1 Compliance

• Securely manage credit card payments while protecting customer privacy and avoiding heavy fines for non-compliance.

Cloud-based Virtual Agents

• They help automate interactions between organizations and their customers while augmenting the use of human agents. Virtual Agents, powered by artificial intelligence, autonomously handle routine and repetitive transactions, increasing time for live agents to handle more complex calls. Businesses can use Virtual Agents to:
• Provide self-service options for customers. For example, customers can schedule appointments 24 x 7 by phone without requiring input from live agents.
• Enable a more efficient call handling process. Companies can use Virtual Agents to steer calls to the appropriate parties.
• Offer customers an automatic callback option to avoid waiting in long queues.
• Reduce costs on agent talk time, staffing, training, and onboarding.
• Send mass notifications in bulk (e.g. school closure, service outages, product recalls, and so on).
• Create, deploy, and manage surveys for gaining direct insight from customers and employees.
• Corner the Artificial Intelligence (AI) market for business and clients, boosting brand value.

Businesses can quickly and easily implement Advanced IVR, which offers:

• A simple, web-based portal to manage all calling features. No coding or advanced technical skills are required for customizing applications.
• Pre-built, customizable call flow templates. Administrators can manage to call features effortlessly, using pre-built call flow templates or start-from-scratch options.
• Effortless integration with external systems such as Customer Relationship Management (CRM), database, ticket management, and appointment setters using web services.
• A web-based reporting tool for delivering insights captured by IVR-based analytics.

Advanced IVR

• Offers a comprehensive library of applications that help businesses easily and cost-effectively accomplish critical call handling and messaging objectives such as:
• Improving call routing efficiency
• Reducing abandoned calls
• Collecting credit card payments securely
• Optimizing employee productivity
• Enhancing the customer experience