Eastwind Interactive Voice Response

Eastwind Interactive Voice Response is the platform of call processing for automatic service of customer appeals by means of IVR technology.

The central element around which all functionality of call processing is under construction is the Scheme of Call Processing (SCP) which describes algorithms of their processing. Using this program it is possible to set the voice menu (IVR) and to organize routing of calls on different applications. For interaction with external systems the integration mechanism allowing to transfer data on a call is provided in Eastwind IVR and in reply to obtain optional data about the subscriber. Information obtained from external applications can be used at call routing and for formation of voice messages to the subscriber. The mechanism of integration has open interfaces that allows the Operator to integrate independently the systems with Eastwind IVR or to attract for this purpose any third-party integrators.

The functionality of the EASTWIND IVR system is capable to provide rendering different information services, helping the operator to develop a line of the services at the new level. Use of the IVR platform will allow not only to minimize staff costs, but also to automate processing of client requests, increasing the level of satisfaction and loyalty of subscribers.