Varying IVR solutions combined by their outstanding quality
Sympalog develops IVR systems for the most diverse industry sectors, meeting their particular demands and considering their specific processes. Furthermore, Sympalog offers sector-independent IVR solutions as well, such as an automatic pre-qualification or re-direction of callers as well as customer surveys.
The following solutions are on focus:
- Financial services
- Power supply
- Tourism and traffic
- Entertainment
- Telecommunications
Financial Services
Examples of IVR
- Pre-qualification/call re-direction: re-direction to a particular destination dependent on the subject matter, contact person or department.
- Legitimation: by the entry of the PIN and TAN or by speaker verification
- Information about the bank balance and turnover
- Bank transfers and standing orders: transaction of bank transfers and administration of standing orders
- PIN administration: first legitimation, modification and blocking of the PIN
- subsidiary information: address details, banking hours and self service infrastructure
- Brokerage: depot details, purchase and sales of stocks
- Miscellaneous: order of blanks, call-back or appointment requests
Examples of projects
- ING-DiBa: NLU speech recognition in phonebanking and brokerage
- MÜNCHENER VEREIN Versicherungsgruppe: Intelligent pre-qualification
- Volksbank Ruhr-Mitte: informational system for bank balance, turnovers and subsidiary information
Power supply
Examples of IVR
- Pre-qualification/call re-direction: re-direction to a particular destination dependent on the subject matter, contact person or department.
- Legitimation: identification of the caller via registration of the customer number
- Recording of counter reading: automatic recording of counter reading by phone with realtime connection to the back-end (for example SAP IS-U)
- Announcement management: when there are call peaks due to disturbances, the system provides up-to-date information about the disturbances via a user-friendly announcement
- Receipt of call-backs: adjustment of call-back requests
Examples of projects
- Energis: Intelligent call re-direction
- E.ON Service Plus: speech portal
- N-ERGIE: announcement management with intelligent re-direction
Tourism & traffic
Examples of IVR
- Pre-qualification/call re-direction: re-direction to a particular destination dependent on the subject matter, contact person or department.
- Automated reservation and booking
- General information: information about miscellaneous subject matters (for example pay scales)
- Modifications: modifying reservations and invoice addresses via the system
- Status tracking: information about the up-to-date status of deliveries or orders
- Orders: requesting and posting of documents such as invoice copies or catalogues
- Customer feedback: The system finds out how the customers evaluate the service quality.
Examples of projects
- Sixt: speech portal customer service
- Sixt: reservation
Entertainment
Examples of IVR
- Pre-qualification/call re-direction: re-direction to a particular destination dependent on the subject matter, contact person or department.
- Program information: miscellaneous information, for example about performances or events
- Reservation: Choice and reservation of tickets by phone
Examples of projects
- Cinecitta: cinema information system
- Tomorrow Focus AG: information system about the German soccer league
- Opéra national de Paris: program information
Telecommunications
Examples of IVR
- Pre-qualification/call re-direction: re-direction to a particular destination dependent on the subject matter, contact person or department.
- General information: information about miscellaneous subject matters (for example pay scales)
- Status inquiries: information about the delivery or processing status
- Raffles/campaigns: Inquiry and data capture by phone
- Orders: requesting and posting of documents such as invoice copies
- Customer feedback: The system investigates the customer’s evaluation of the service quality
- Announcement management: When there are call peaks due to disturbances, the system provides up-to-date information about the disturbances via a user-friendly announcement
Examples of projects
- mcn tele.com: speech recognition for audiotext platform
- HOL: e-mail reader