Effective and customer-friendly Interactive Voice Response (IVR) technology can provide significant cost savings, streamline your operation, and provide an alternative communication channel to enable your customers the ability to self-service. NCO offers our clients a robust IVR contact handling solution utilizing technology through our partnership with AT&T. Our solution provides our clients the opportunity to offload routine, repetitive calls freeing agents to focus on servicing more complex callers, and allow 24x7 service in support of the questions most frequently asked by your customers.

Highlights of NCO’s IVR solution include:

• Speaker independence that enables understanding of the caller’s speech without pre-call training
• Natural language recognition enables customers to speak
• naturally to gain access transactions, personalized information, and more
• Barge-in capabilities enable users to interrupt prompts to quickly reach information or transaction
• Support for vocabularies in excess of 100,000 words
• Dynamic grammar recognition enabling comprehension of unique words or phrases
• Partial phrase recognition reduces prompt repetition
• High accuracy even when the call originates from a noisy background environment
• Seamless integration with voice authentication
• Dynamic language detection
• Hot provisioning capability enables real-time application updates and/or vocabulary changes
• Full multi-lingual capability