Global Contact Center Direct Response Customer Care & Technical Support

	Fulfillment & Logistics

	Event Management

	Online Relationship Management

	Media & Campaign Management

	Interactive Voice Response (IVR)

Greenwood & Hall’s advanced Interactive Voice Response (IVR) service features state-of-the-art Speech Recognition and VoiceXML (Extensible Markup Language) technologies. In addition to traditional IVR functionality, the Greenwood & Hall platform features natural synthesized speech, digitized audio, recognition of spoken and DTMF key input (touch-tone), recording of spoken input, telephony, and mixed-initiative conversations. When combined, these features greatly enhance consumer satisfaction, improve accuracy, and significantly reduce costs.

Multiple Language/Accent Recognition

The platform supports multiple languages including English, Spanish, Chinese, French, Korean, Japanese, and German. Our unique accent recognition capability expands this support to effectively handle multiple dialects and accents associated with these languages.

Natural Language

Enables callers to speak in complete sentences or phrases and actually interacts with callers to make their experiences as friendly and seamless as possible.

Open-Architecture

Easy integration with outside database platforms or web-interfaces enabling account information interaction, payments by phone, tracking, and other types of computer-telephony integrated (CTI) transactions. Greenwood & Hall’s open architecture also allows for very quick turn-around on even the most complex application changes.

High Accuracy Information Capture

High accuracy in recognition greatly minimizes the need for callers to enter information via DTMF key input, live agent assistance, or back-end transcription of spoken input (e.g. caller name & address or order information).

Real-Time Reporting

Allows you to view call detail records on a real-time basis.

Contact Center Integration

Full integration with Greenwood & Hall provisioned contact center services, your internal center, or any other provider center.

Voice Messaging

Greenwood & Hall’s Voice Messaging platform allows the delivery of up to 7,000,000 personal messages each and every day. Voice messaging is a powerful, cost-effective, and immediate way to communicate important automated information to customers such as notices about service interruptions, updates on power restoration, consumer reminders, and/or service appointment confirmations. Distinctive messages can be played depending on whether an actual person picks up the phone or an answering machine/voicemail answers. Greenwood & Hall’s technology can even immediately connect consumers requiring additional assistance or information to an appropriate live call center service group within the Greenwood & Hall organization or another center of our client’s choice.