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Interactive Voice Response (IVR)

Overview

IVR, short for Interactive Voice Response, automates interaction with telephone callers. Historically, IVR solutions have used pre-recorded voice prompts and menus to present information and options to callers, and touch-tone telephone keypad entry to gather responses. Modern IVR solutions also enable input and responses to be gathered via spoken words with voice recognition. AmeriCardGold configures and supports the next generation of VOIP enabled IVR platforms to help manage stored value programs. Common examples include:
  • Customer Activation By Phone: Your stored value program might be capable of activating customers (cardholders) online over a website but online registration doesn’t cover the 25 to 40% of your customer base that doesn’t have or use computers. An IVR solution can help screen calls and collect data automatically through any telephone and stream this data to a secured database.

  • Merchant Transactions By Phone: Clients can use an IVR application to execute virtually any stored value card transaction (Add Points, Add Credits, Redeem, Inquiry, Void etc.). This flexibility is important when other methods of recording a transaction either aren’t available or require cross-platform compatibility through a communications medium all locations possess – a telephone.

  • Customer Transactions By Phone: Your end-user customers can use an IVR application to report a lost or stolen card, transfer balances from an old card to a new one, perform balance Inquiry functions, charge up value, etc.


Technology Requirements

To deliver or leverage IVR, an enterprise requires:

  • IVR Platforms: IVR Platforms are the "server and operating system" hardware and software platforms on which IVR solutions run. IVR platforms at a minimum provide the ability to play and record prompts and gather touch-tone input. IVR platforms may also offer the ability to recognize spoken input from callers (voice recognition), translate text into spoken output for callers (text-to-speech), and transfer IVR calls to any telephone or call center agent.

  • IVR Applications: IVR Applications are programs that control and respond to calls on the IVR platform. IVR applications direct the IVR platform to prompt callers, gather input, and transfer callers to other phones. IVR applications also call on existing back-end database and application servers to retrieve records and information required during the course of a call.
  • Back-end servers: Back-end servers are existing enterprise servers on which the required customer or corporate data can be found. Back-end servers can include databases, mainframes, Java or other application servers, and 3rd party information services and solutions.

AmeriCardGold brings specialists with experience in1 IVR integration, configuration, reliability and redundancy, application development, and IVR solution deployment management. Unlike traditional proprietary IVR platforms, we use a solution based entirely on open web and IP standards. The software uses VoiceXML and CCXML markup - much like the HTML markup found on every web site - to deliver robust IVR applications with your existing web infrastructure and experience.

Pricing

IVR applications can vary widely in cost depending on the complexity of your project requirements. Contact us anytime for a customized proposal and quote tailored specifically to your organization’s needs.