Enacomm, a provider of intelligent customer interactions technology, today released ViA 3400, an interactive voice response (IVR) analytics and management tool.
The new version of the digital dashboard includes five major enhancements that provide organizations comprehensive and configurable IVR metrics for continuous self-service improvement and early warnings of IVR problems.
"Advanced, real-time analytics on all caller activities allows for quick, informed decisions on IVR application tuning," said Michael Boukadakis, CEO of Enacomm, in a statement. "ViA takes the guesswork out of measuring caller satisfaction with IVR self-service. Organizations can determine what IVR functions callers use most, why callers start self-service but fail to finish, where and why callers transfer out of the IVR system, which campaigns are most profitable, what calling or usage trends are developing, and much more."
ViA 3400 features live IVR, computer-telephony interaction(CTI), and application quality reporting, monitoring, and alerting. Users can see exactly how customers are interacting with their phone self-service systems and identify ways to improve customer experiences and reduce caller frustration.
The new and enhanced version of ViA now includes:
- A dashboard scrolling ticker of new alerts for early warning of potential IVR and application performance issues;
- A new counter stack that displays an unlimited number of user-definable error types;
- For users in a multitenant environment, a new counter stack that displays calls by client;
- Three enhanced and three new standard reports including a new IVR report card;
- Three additional customizable gauges for a total of 10 gauges, seven of which are user-defined; and
- An integrated fraud detection module that generates alerts and/or IVR actions based on individual caller behavior.
"Enacomm's IVR Report Card offering allows NetSpend to keep a finger on the pulse of our customer service with valuable insight into IVR trends, while enabling us to monitor and mitigate fraud risks," said Roger Kidwell, senior vice president of operations at NetSpend, in a statement.