Hosted Interactive Voice Response - Enhanced Call Routing (ECR) is a network-based Interactive Voice Response (IVR) service that provides automated-attendant treatment and routing for inbound calls using a combination of callers' menu choices, originating automatic number identification (ANI), time of day, database look-ups, caller-entered digits, and/or destination labels provided by customer systems. ECR enables callers to reach the right resource the first time, or to be transferred without having to make a new call. ECR is scalable, adapting to applications from simple menu routing to complex systems that require more advanced features. An endless variety of feature combinations is available to make sophisticated, unique, business solutions.
You can also create and manage your own toll-free/IVR call plans using Integrated Call Tree (ICT).
ECR eliminates the need for customers to invest in new hardware, software, and services personnel because Verizon hosts, services, and upgrades this Contact Center Solution. ECR utilizes our next generation service nodes (NGSN), and is fully integrated with the Verizon network, allowing customers to maximize their Customer Relationship Management (CRM) applications. In addition, ECR customers can take advantage of SAFE - an encryption technology that Verizon has implemented which provides added security to the transmission of customer private data. This is specifically valuable to enterprises who include sensitive personal information (SPI) in their ECR applications. When they do include SPI and have data passing from our network to the premises, SAFE can help secure that data.
Refer to Cost Table 4.15g and Cost Table 4.15h for additional details along with rates and charges.
Please contact your account manager or email us for more information.