---

IVR (Interactive Voice Response)  

This section will describe the concepts of Interactive Voice Response (IVR) and then present the features of Quantrax's IVR platform. IVR is an area that can significantly enhance the automation levels within your organization. The potential of an IVR ranges from accepting an inbound call and taking simple requests (E.g. "Press 1 to obtain the mailing address for your payment") to more complex interactive experiences where a series of digitally recorded questions or messages would be played, with the caller being offered different options based on the responses supplied through the telephone keypad. An example would be the setting up a payment arrangement without any agent intervention. A possible sequence of steps could be as follows:

• The caller must be correctly identified using their account number and social security number.
  
  
• The total balance is retrieved and announced to the debtor.
  
  
• The caller is given a choice of installment amounts (These would be computed by the system based on predefined criteria).
  
  
• One of the available options would have to be selected through the telephone keypad.
  
  
• The caller's selection, the installment amount, first installment due date and mailing instructions would be played to the debtor for confirmation.
  
  
• The system would document the debtor's selections and set up the payment arrangement in the same manner as a collector would have, using their workstation. The system could be set up to automatically generate a confirmation letter to the debtor....... (more)