Businesses are increasingly striving to enhance self-service options for both their customers and employees. This can be achieved through straightforward touchtone responses (DTMF) or by incorporating natural language Intelligent Virtual Assistants (IVAs) into communications, enabling lifelike text-to-speech interactions, even in multiple languages. These systems mirror conversations with devices like Amazon Echo or Google Home, automating everyday tasks such as:

• • Scheduling appointments

• • Sending reminders

• • Processing PCI-Compliant payments

• • Retrieving order information

• • Monitoring package shipments

• • Reserving tickets

With the suite of products provided by our technology partners, InflowCX not only develops applications for voice-based interactions but also seamlessly integrates similar natural language AI technology into business websites via chatbots or SMS applications.

InflowCX possesses a wealth of experience in creating adaptable, multi-tenant IVA solutions that dynamically adjust the caller’s experience based on the dialed number. We prioritize maintaining a user-friendly design solution for customer administrators.

Our process encompasses:

• Engaging in discovery meetings to comprehend your objectives and provide tailored design solutions.
• Documenting all IVR/IVA requirements in a comprehensive scope of work.
• Developing fundamental IVR/IVA functionality.
• Leveraging our extensive expertise in software and systems to offer guidance on API implementation for web service integration into IVA.
• Integrating third-party web services like Salesforce to deliver distinctive and personalized customer experiences.
• Training IVAs to enhance the alignment of caller intents with desired behaviors.
• Ensuring seamless call transfers to core VCC solutions through desired routing.
• Participating in operational readiness tests and executing go-live cutover procedures.
• Training customer personnel responsible for IVA maintenance and refining the natural language engine.

The InflowCX team boasts a proven track record in constructing IVA and IVR solutions across various industries including banking, healthcare, retail, insurance, investments, transportation, and more.