This is the second in a series of newsletters to keep you up to date on Self-Service applications from Accuvoice. These newsletters will feature quick access to New Applications, an Industry Spotlight, and Cross-Industry Applications.

This  Issue we are highlighting the capability of Avaya IVR applications to be integrated with your customer's CTI environment in the new CRM   (Customer Relationship Management) Model.Through the use of standard ASAI or Converse vector steps,  information can be passed back and forth between the Avaya CM and the IVR. The difference between the two ways are the speed and amount of data passed. The Converse vector step can pass two data items   (such as ANI and DNIS to identify who is calling and what number they called). This is done through the use of tone tone digits passed to the Conversant for the purpose of more accurate and personalized handling of the call. The customer is then connected to the IVR application ( e.g.  account balance inquiry). When they decide to leave the IVR to talk to a customer service representative, the IVR can pass back to vector processing in the Avaya CM two data items  (such as VDN to route to a specific set of CSR's and the Account number so that a CTI application can populate the screen at the CSR's desk top PC or terminal). If the customer's requirements tend to be more complex, then the use of ASAI can greatly enhance the information sent and retrieved . The ASAI link in the IVR is a standard TCP / IP ethernet Lan connection, so information is sent digitally rather than through the use of  Touch- tone. This allows more information to flow between the CM and the IVR. Now  we can pass ANI,DNIS, Position in Queue, etc. for a more personalized client specific handling of the call. Once the client decides they need additional help not available in the IVR application, the IVR can send back information such as Account number, what application they were using, last CSR they  talked to, or a specific agent that always personally handles their  account. These are just a few examples of many, there are many more, but the key is in a CRM environment the more the agent knows about the client and their preferences of doing business with  t he CRM agent's company, the higher the service level will be. Your customers realize the value of an existing client and how important it is to personalize the interface between their CSR's and their top tier clients.  Industry statistics show it is 5 times more expensive to attract new clients than to service existing clients!  Accuvoice has extensive knowledge and application expertise to help you in this environment. If you need help in closing a CTI or CRM solution, please contact us at 847-559-7272.

The spotlight is on Healthcare this issue, and the latest on all our Healthcare packages can be found on our Web site. We have downloadable Adobe formatted brochures for your use with Proposals. This means our brochures are available at your convenience. Just drop by our Products page to download the latest. Our sales force can provide additional information, applications development assistance, cost justification scenarios, quality RFP response support, Power Point presentations, pricing and other sales support both to optimize your probability of sale and to position you and your customer for a smooth and happy implementation. Accuvoice has extensive experience in all areas of the Healthcare marketplace (Hospitals, Clinics, and Healthcare Insurance Providers). One of the largest multi-company health insurance groups has selected Accuvoice to install over 30 applications at 12 of their companies over the past seven years. In Indiana, we are currently installing an appointment reminder outcall and a prescription refill application for 3 clinics that handle 50 doctors. Visit Accuvoice Healthcare Packages to find all the applications we offer Clinics and Hospitals/Pharmacies. Accuvoice installed a patient eligibility application in the Southwest region that sits behind a competitive switch for a Health Care Insurance organization. Visit Accuvoice Healthcare Insurance Packages for a full description. Remember, IVR is easy to cost-justify in this marketplace because of the high cost of FTE's (Full time equivalents).

Did you know that Accuvoice has produced literally hundreds of applications in the Education, Government, Insurance, and Retail vertical markets? Our expertise crosses many different markets,  in addition to applications that are generic enough for many different industries through the use of our template applications. Additionally, certain template applications such as Customer Survey and Auto-Router allow us to deliver a quality bullet-proofed central application that we can customize for a particular customer  within short time frames, which also optimizes the Lucent branch's asset management. We can do routing of calls for almost any kind of business to offload their attendants and possibly free up Audix ports to handle increased voice mail needs. All types of companies need to survey customers to judge the quality of the service they are providing. Mail-out surveys are costly,dated, labor intensive, and usually have extremely low response rates. Using the automated Customer Survey application from Accuvoice can cut costs,improve timeliness of response, and increase participation. For more information, email us at marketing@accuvoice.com  .

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