IVR Services

Hosted IVR (Interactive Voice Response) is a group of standard products that automate many of the tasks that previously required live telephone agents. These products help companies increase customer satisfaction and reduce costs. IVR solutions are ideal for growing and large businesses looking to automate switchboard or call center operations.

Based on state-of-the-art technologies, ICON SYSTEMS designs and hosts both ICON SYSTEMS-Managed Hosted IVR and packaged IVR solutions that give callers access to world-class user interfaces and applications. ICON SYSTEMS owns and operates its own IVR Application Service Provider (ASP) and has been developing, hosting and servicing IVR applications for more than ten years. With an expertise in evaluating customer needs and utilizing best-in-class technology, ICON SYSTEMS has built IVR solutions for insurance, banking and vast array of industries. Everyday applications include: locating a local retailer via a toll-free number; obtaining bank balance information from a bank; or renewing a driver's license from the state department of motor vehicles. In the simplest form, IVR utilizes state-of-the-art technologies to route people to information quickly and efficiently.

Automated Agents are deployed on demand. Icon Systems is responsible for customization, deployment, changes to the Automated Agents, day-to-day monitoring, and on-going maintenance and support. Icon Systems is a world class hosting provider with data centers that support millions of call traffic and adhere to client-defined service levels for high availability and security.

Hosted Managed Service Offering

High Availability

" 99.999% uptime

" Redundant platform housed in secure, commercial grade co-location facilities

" Thousands of in-bound ports available

" Automated failover of all servers (application, database, reporting)

" Zero downtime upgrades and maintenance procedures

Fault isolation and restoration

" Automatically detect faults and reinstate operations where appropriate

" Leverage Network Operations Centers (NOCs) to isolate and restore faults

Scalability

" Virtually unlimited pool of ports available

" Ports assignable to any major carrier

" All calls load balanced for minimal latency

Security

" Secure network transport of data via VPN, HTTPS

Proactive monitoring systems

" Ensures network continuity and reduced downtime

" Manage peak performance bandwidth

" Poll manageable network devices to determine status and functionality

" Issue early-warming degradation alerts

Support and Service Level

" Service level agreements

" 24x7x 365 support of Network Operations Center (NOC)

Reporting

" Real-time reporting of calls and performance metrics (engagement, completion, conversion rates).

On-going Tuning and Adjustments

" Tuning and adjustments are made whenever needed to improve performance metrics

Hosted Managed Service Environment

The environment that the Automated Agent resides includes interfaces with the Voice XML Browser, the customer's systems (web interface, back-end systems), and any third party data that the customer uses. Since the Automated Agents are deployed as a Hosted Managed Service, the Automated Agent and the VXML browser reside at a hosting facility. The customer's systems reside at the customer's site and any third party information resides with the third party.