nd.gov - The Official Portal for North Dakota State Government
North Dakota: Legendary. Follow the trail of legends

Interactive Voice Response (IVR)

Interactive Voice Response (IVR) is a self-service system that enables callers to navigate voice prompts using their telephone keypad or voice command to navigate menus to obtain information or process a transaction.

Benefits

  • Calls are answered on the first ring
  • Most calls can be systematically processed, freeing support staff to focus on non-typical requests 
  • Callers may be serviced 24-hours a day
  • Satisfaction levels for both callers and support staff typically increases 
  • Multilingual support is easily facilitated
  • Applications can be developed to respond to touchtone, voice recognition, or both.

Process

  • Applications are developed to customer specific business needs.
  • The system can retrieve and verify user specific information.
  • Callers unable to complete self-service requests can be transferred to the call center with a user specific screen pop to the call center agent.

Associated Rates

Title Current Rate Current One Time Fee

IVR applications and systems allow people to interact with information over the telephone. 

130.00/port

All rates include 4.9% overhead charge.

 

What Our Customers Are Saying

Appreciate the fast response.

ND Game and Fish
August 19, 2014
 
 

Copyright © 2014 North Dakota Information Technology Department - ITD
Use Adobe Reader to view, print and collaborate on PDF files.