Interactive Voice Response (IVR)
Coloured Lines operates a powerful IVR platform that can terminate your incoming calls and provide sophisticated call handling such as intelligent routing, auto-response, simple to complex menu options and integrations into 3rd party platforms like payment gateways. Our IVR platform can sit in front of your phone system to augment its capabilities by handling the calls in the cloud and then distributing them in a more efficient manner to reduce your call load and improve customer service. Often we sit an IVR solution behind a 1300/1800 number to couple two powerful call handling platforms together.
Intelligent Virtual Assistants (IVA)
Intelligent Virtual Assistants are automated, self-service applications that you can offer to your customers to use. They offer capabilities that are similar to human service and support agents—they just never rest or take a vacation—and they’re substantially cheaper. Virtual agents work 24×7 supporting your IVR and other channels and can be introduced rapidly with minimal professional services for an immediate return on investment.
For example, they can understand human speech in over 100 languages and respond using text-to-speech (TTS) that is almost indistinguishable from a human agent. Virtual Agents can be configured with very basic skills—the most basic agent might simply answer the phone, ask the caller if she wants to maintain her place in queue and schedule a callback. An advanced agent might have the skills to understand human speech in multiple languages, determine intent using natural language processing, process PCI-complaint payments and respond in multiple languages over the phone, via chat or SMS.
Virtual agents can automate things. They can perform all kinds of tasks to care for customers. They can make appointments, reset passwords, look up orders, survey customers, process payments and answer all kinds of questions—over the phone, web or SMS. They’re always working and always learning new skills. They can perform back office functions as well react to changes in your business in real-time. They’re security conscious and fully PCI compliant.
Developing IVR & IVA Solutions
Coloured Lines offers a complete browser-based no-code environment for designing and managing tasks for your IVR’s and IVA’s. Or we can consult, design, implement and support your business requirements with a fully managed end-end solution.
You can get started with a blank canvas, an existing task, or a task from our extensive task library. From there, one can simply drag and drop nodes that instruct your agents how to react to customer interactions. We can also deepen the context for virtual agents through integrations to private & public APIs and/or data sources.