Interactive Voice Response (IVR) solutions allow organizations to give their customers access to information they request efficiently. When properly implemented, IVR systems are able to integrate human assets and technology to provide accurate and timely response to customer requests. As the technology we all use becomes increasingly more complex, many industries are looking to add next-generation contact center solutions in order to address the needs of their customers. SURE!, a subscription management provider, has launched a next-generation contact center management (CCM) with rich IVR features for global pay media, broadband, MVNOs, M2M, telecom, and utilities customers.
Much of the technology we use today is based on some form of subscription model in which the customer pays for the service. With so many consumers subscribing to mobile, entertainment, financial, utilities, and other services, addressing their needs effectively becomes an important component of the organization's operations.
The new module from SURE! enhances the subscriber experience by giving customers the ability to automate the subscriber telephone services. This solution is specifically designed to improve the subscription experience with an interactive voice navigation system as part of a comprehensive contact center management module.
Some of the features include:
Intuitive and easy GUI that interfaces with CRM and any third-party systems
Full logging of callers’ details and all selections made during call; and it records and allows playback of caller audio
Interfaces with BSS system to response to subscriber queries
Multiple telephone line support on Analog and Digital with advanced call screening and call switching options
Call Transfer to other extensions, optionally announcing Caller ID, allowing recipient to accept or decline call
"SURE! has been an industry partner helping clients Increase Revenues and ARPU, Enhance Efficiency, and most pointedly, make the Subscriber Experience go to the delight scale. The future is going to be marked when experience will matter over everything else; and while features and benefits are expected, experience management will decide the game in the Subscription World. We are glad to understand and proactively respond to industry requirements and make this offering," said Ramakrishna Mashetty, chief marketing officer for SURE!
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