Vitrage™ includes a unique Multimedia Interactive Video Response (MiVR),
otherwise known as Interactive Voice and Video Response
(IVVR). IVVR allows callers to navigate through rich video-based menus that
offering smooth transition between navigation and the interaction with representatives,
recorded and live streamed video content.
Auto-Attendant
IVVR can serve as the auto-attendant for service where
callers interact with live agents and presenters. The IVVR
presents a multimedia greeting clip to the caller. After the greeting, the caller is offered
additional IVVR menus such as self-help functions or the option to interact with the appropriate representative.
User-Friendly Administration
With its user-friendly script management interface,
Vitrage's IVVR allows you to create complex scripts and navigation options. Your business rules are displayed graphically and can be easily configured.
Vitrage IVVR Features:
Unique, rich video-based menus allow smooth transition between navigation and the interaction with live representatives
Web-based management and administration
No programming or integration required
User-friendly business-rules builder
Immediate availability for call flow (no compilation required)
Ability to update voice prompts and video menus on the fly
Hosted and multi-tenancy provisioning
Built-in integrated or external content repository
The user-friendly script management interface allows a simple buildup of business rules, as seen in the following screen capture.
For example, in
this IVVR design, the main service has four main menu
options:
Restaurants (a selection of
prerecorded advertisements and video clips of selected
restaurants)
Traffic (real-time traffic
camera feeds for up-to-date information)
Live TV (live TV feeds)
Live Customer Service
Representative (CSR).
IVVR Call Flow Example
The figure below shows an examples
of an IVVR menu. When Option 2 is selected, the traffic camera menu is activated and the user sees either a secondary menu, or a live info-traffic camera feed. In order to return to the main menu, the user presses on the preconfigured key (the “*” in this case).
When the Live Agent option (Option 4) is
selected, the IVVR transfers the call to the ViC (video interaction center) queue,
where the callers receives a greeting screen with a prerecorded message.
When the caller reaches the top of the queue(s), the call center agent answers
the call and appears on the screen to assist the caller.
