IVR Technology for the FACS and Artiva Products

The Signature product is Ontario Systems’ interactive voice response system.

IVR is used widely in the financial services industry to allow account holders and clients to check balance information, make payment arrangements and complete other transactions through a touch-tone phone, eliminating human intervention.

How Signature Works:

The Signature product, which is fully integrated with Ontario Systems’ FACS and Artiva products, works with automatically delivered call information (DNIS and ANI) and user-entered information (account number, Social Security number, ZIP code) to identify and verify callers and locate corresponding accounts. Real-time account, client and agency information, including data stored in user-defined windows and tables, direct callers in acquiring account information (i.e. account balance, last payment amount and date, etc.) and making acceptable payment arrangements.

If callers need help during business hours, an ACD-routed transfer (to dialer or PBX ACD) can be offered. If your business is closed, callers can be routed to a voice mail system where they can leave messages. If a call is transferred to an account representative, all transaction information, including start time, duration, caller-entered information and most recent IVR step, is presented with the call. If the caller’s account is found, it also is displayed. If the account is not found, the GC IVR product’s information is presented on the account screen, allowing the representative to refine the search based on caller input. If the call is transferred to a PBX extension rather than an inbound dialer line, the account representative receives a short announcement with the GC IVR record key.

Workflow tools control account updates for callers who choose not to talk with an account representative. Workflow tools can access the last completed GC IVR script step and other account information to make decisions on which system actions to take. If a caller leaves an after-hours message, the GC IVR record tracks the voice mail status.

GC IVR Applications:

• Provide account information
• Automate payment arrangements
• Route incoming calls
• Employ voice mail
• Use call screening

GC IVR Benefits:

• Customer Satisfaction − Clients receive current information
• Agency Results − Account representative intervention is reduced; they are able to handle more accounts
• Accurate Identification − Complete database is available for real-time searches
• Timely Updates − Real-time transaction information is passed with every call
• Investment Protection − The GC IVR product works with Ontario Systems’ Guaranteed Contacts product and PBX telephone systems