Interactive Voice Response Solutions (IVR)

IVR is a powerful technology that allows callers (internal or external) to access databases via a touch-tone telephone, by pressing keys or speaking commands. In other words, virtually any information that can be stored in a database can be spoken, faxed, or emailed to your caller using this IVR technology.

If desired, callers can be given various permissions of access based on the information they are prompted to enter. The IVR will relay accurate and quick automated responses to your callers, thereby drastically reducing “hold” times while freeing up your agents for more productive tasks. IVR is the ideal “agent”, it operates 24 hours a day, it never calls in sick, it never needs a break, and it is a fraction of the cost of a human agent.

Although IVR lends itself to nearly all facets of industry, Newcastle has concentrated its efforts in the Healthcare and Retail industries. Newcastle has been closely involved in the evolution of the product to High Availability/High Performance platforms, Automatic Speech Recognition (ASR) and Text-to-Speech (TTS). We connect to a wide variety of open-architecture and mainframe databases such as: Microsoft SQL, MS Access, Oracle, AS400, IBM 3270 and 5250.

IVR Capability

General IVR Applications

IVR applications are generally custom applications. A strong IVR system can create almost any application imaginable. Below is a short list of typical IVR applications seen in the market place.