Multi-Channel IP ACD with Universal Queuing
CentricACD
CentricDialer
CentricIVR
CentricCorder
CentricEmail
CentricWeb
CentricAgent
CentricTracker
CentricVoIP
Centric IP Integration
CentricAdmin
CentricReport

Product Information

CentricIVR

Centric includes a comprehensive set of Interactive Voice Response (IVR) and Voice Portal capabilities, providing a self-service environment that can handle the most advanced data access and update applications. Such IVR applications often provide the initial contact leading eventually to live contact centre agents. When used in this way, CentricIVR and its service creation tools are fully unified with the Centric ACD. The routing decisions are built right in to the IVR service creation process, and CentricIVR automatically attaches to the call the information received from the caller and from any related database lookups, so that this information is available to any live agent who eventually receives the call. However, Centric IVR is powerful enough to be used effectively in standalone mode as well.

Centric's approach to IVR is fully consistent with its next generation, all-IP architecture. No dedicated circuit switched ports are used for access to an IVR application. Telephone calls are terminated on standard media gateways, and the IVR application is served to the telephone caller across the IP network and out through the media gateway. If and when the call is transferred to a live agent, the initial telephone leg of the call simply stays in place on the same media gateway. This is by far the most efficient and effective way to handle IVR, whether in a pure next generation network (NGN) environment, or an "overlay NGN" created specifically to provide a value added service such as IVR and contact centre.