CloudPro IVR

Business Process Re-Engineering and Transformation

CloudPro's IVR team has over 15+ years of experience providing speech and touch-tone IVR, CTI applications in financial services, insurance, healthcare, pharmaceuticals, transportation, and utilities. We provide IVR solutions based on hosted platforms such as West, Ampersand and also on-premise based Avaya, IBM, Genesys and Nuance Platforms. Our services have evolved to include very sophisticated inbound and outbound speech applications that integrate traditional DTMF and Speech applications with latest SIP telephony and CRM platforms such as Salesforce and Zoho. Our applications are designed for multi-model devices and provide cost effective solutions that benefit the businesses we serve.

Our services include:

» Call Center IVR, CTI Business Requirements Study and Architecture
» IVR, CTI Platform Design, Implementation and Testing (Hosted, On-Premise)
» Custom IVR, CTI Applications and Voice User Interface Design
» vaya IVR, CTI Platform Installation and Provisioning
» IVR, CTI Development and Integration
» Nuance, IBM Grammar Development
» IVR Call flows, CTI Workflows, QA and UAT expertise
» Performance Analysis and Grammar Tuning
» Implementation Support
» System Documentation
» On-Site End User Training
» Post Implementation Support including Annual Maintenance Contracts with 7/24 support

CloudPro has experienced engineers and subject matter experts that can help you with:

SIP and Web Services Architecture -- CloudPro designs custom solutions based on customer specific business and technical requirements using enabling technologies such as SIP, Voice XML, Call Control XML, SOA and Web Services combined with Avaya products to maximize contact center performance.

Core Communications Platform -- CloudPro incorporates the Avaya Aura design strategy into our solutions using SIP Messaging, Session Manager (SM), Communication Manager (CM) and Call Center Elite (CCE) software; Vectors, Best Services Routing (BSR), Business Advocate, Service Level Maximizer to route customer contacts to the most able, least occupied, or most available agent.

Advanced Call and Content Routing -- We design Intelligent Customer Routing (ICR) solutions using the Avaya Interaction Center (AIC), Application Enablement Services (AES), and the Avaya Voice Portal (AVP) to provide customer segmentation and specific messaging while in queue, call back options, and data rich screen-pop at the desktop.

Speech Self-Service Applications -- CloudPro has extensive experience in the design and implementation of custom speech self-service applications for the Avaya Voice Portal (AVP) using Avaya's DialogDesigner and speech resources from Nuance and LumenVox.

Proactive Outbound Applications -- CloudPro leverages the same technology for proactive outreach solutions such as alerts and reminders. "Click to Talk" integrates email and web site links to bring together customers with contact center representatives.

Enterprise Reporting -- For reporting we use Call Management System (CMS) and Operational Analysis (OA) or Avaya IQ to report on and manage the quality and availability of resources and to detect and manage trends in the contact center. We provide custom middleware to integrate dialers, call and data recording, and workforce management systems into OA or IQ for comprehensive reporting.

Custom Middleware -- We build custom middleware that consolidates data acquired anywhere in the enterprise to establish an end-to-end record of each and every transaction. This data may be share by any application or database in the enterprise.

Emergency Triage -- CloudPro will intervene and triage any situation involving IVR and CTI applications.

Applications -- Address Change, Outbound Dialers, Real time Voice Recorder, Voice Dialer, Auto Attendant, Dealer Locator, Claims, Benefits, Order Inquiry and Prescription (RxRefill) speech enabled Applications.