INTRODUCTION
ICR/IVR is designed for Network based intelligent call routing. It is designed to support the needs of TELCO right from day one. The ICR fronts using call flows and the IVR acts as the routing engine. Its designed for a heterogeneous business model with GUI based call flow designs, Multi-Tenant and Multi-Lingual as well as support for complex flows using REST API.
Comlink’s ICR/IVR can surely be trusted platform for your existing call flows and new ones.
PRODUCT HIGHLIGHTS
Symmetrical Geo-Based Routing Keeps media on the same gateway, Thus improving QoS and Eliminating need for transcoding
Unique ICR/IVR ICR fronts the IVR and works as routing engine and sends call to network IVR based on DNIS
Multi-Tenant and Multi-Lingual IVR Supports Multi-Tenant and Multi-Language making
Complex call flows using REST API REST API to create call flows and dip into external DB for complex call flows
GUI Based call flow design IVR design tool to create call flows using drag and drop UI no need of a programmer to create call flows
ICR/IVR ARCHITECTURE
FEATURES
| ANI based blocking | Call routing based on Time Of Day, Day Of Week and Holiday |
| Routing based on Percentage distributions (infinite combinations) | Routing based on Group of numbers (Primary and Secondary with failover) |
| Take Back and Transfer Support (eliminates dedicated interconnection between 2 contact center or office location as it is network based) | Symmetrical Geo-Based routing (keeps the media on the same gateway) thus improving QOS and eliminates need for transcoding |
| Supports DTMF Recognition, ASR and TTS | REST API to create call flows and dip into external DB for complex call flows |
| IVR design tool to create call flows using drag and drop do not need to be a programmer to create call flows | IVR supports Multi-Tenancy, Multi-Language |
| File, picture, video and live video sharing (like WhatsApp) | Network Address book with buddy list |
| Voice Prompts can be uploaded for Call flows | ICR fronts the IVR and works as routing engine and sends call to network IVR based on DNIS |
FAQ
| What’s in the box for Carrier? |
| World class implementation available in the cloud. Multi-tenant and multi-lingual for expanding towhere your customers base is. Custom branding and white-labeling available based on contract size.Managed by Comlink team of experts to help you in the initial set-up via pre-set sample call flows. Ability to migrate existing XML call flows and many more… |