IVR

Be responsive to customers and lower costs. That’s smart

Intelligently automate the way you greet customers, without the cost and complexity of a traditional Interactive Voice Response (IVR) implementation.

Understand what your callers need — before they reach a live agent

OpenScape Contact Center Call Director offers a fully integrated IVR system, providing an automated, intelligent ’front-end” for incoming voice contacts. Call Director provides greetings, menus and announcements to your customers before connecting them to a live agent, while allowing callers to provide valuable information that ensures their calls are routed according to who they are, and what they need.

  • Integrated IVR solution for OpenScape Contact Center Agile and Enterprise
  • Auto-attendant with navigation menu prompts
  • Estimated wait time or position in queue announcements
  • Caller input digit collection and response for basic self-service
  • Up to 200 simultaneous sessions per server, 1000 sessions per system

More intelligent routing decisions

The ability to read from and write to external databases simplifies customer ”data-directed” routing. That means routing priority and wait times can be optimized according to the customer’s value to you.

Call Director can also provide basic transactional or self-service applications that previously may have required a more complex and expensive external IVR integration.

It’s customer service, made simple.

Managers can design call flows easily with a convenient drag-and-drop interface, to integrate the components into routing and queue processing, including:

  • Auto-attendant with navigation menu prompts
  • Caller input digit collection
  • Announcements and greetings
  • Intelligent messages such as estimated waiting time or position in queue
  • Dynamic, multi-format “numbers-to-speech” playback

What our clients say about us

Orlando Utilities Commission – “The Reliable One,” Deploys Unify and Lives Up to Its Name

“Unify exceeded our expectations. They were here in person and always available when we needed them. As the CIO, my experience with the Unify team was terrific; and I think my team thought their time working with Unify on this project was one of the best experiences of their career.”

Jerry Sullivan, Vice President and Chief Innovation Officer

View success story

Orlando Utilities Commission

Related resources

OpenScape Contact Center Call Director

Brochure

OpenScape Contact Center Call Director

Intelligent self-service made easy with our integrated Call Director IVR software.

OpenScape Voice

Datasheet

OpenScape Contact Center Enterprise

Breaking down barriers for true customer engagement.

Interested in our IVR solutions?

We have a strong network of partners with varying specialties and locations near you.