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EPICODE IVRS

EPICODE IVRS

Empower customers through Smart Self Service

The IVRS technology has been around for a long time and has evolved continuously over the years. Epicode IVRS uses a well tested, widely deployed and stable IVRS platform that allows customers to build customized self help call flows for customers to access routing information and services without having to speak to a customer support agent. This also helps enterprises to achieve significant cost savings and competitive advantage.

Epicode IVRS can be seamlessly integrated with third party CRM, Databases, Payment gateways and core banking applications to increase the overall utility of the IVRS and cater to a large customer base resulting in cost savings to the enterprise.

The search for an open, scalable and easy-to-maintain
IVR ends here

DTMF AND SPEECH RECOGNITION MODES

Supports touch-tone detection and speech recognition in multiple languages.

CUSTOMIZABLE CALL FLOW

Any call flow ranging from simple to complex can be completely customized depending on the application requirements.

AUDIO AND TTS

Supports pre-recorded audio files and TTS(Text to Speech) in multiple languages.

CALL BLOCKING

Customize a list of numbers to be blocked to stop any bots or spam callers from using your IVR resources. Calls are dropped immediately if the number is in the blocked list.

REPORTING

Provides detailed summary of each call and allows generation of reports daily, weekly and export in various formats.

DATABASE INTEGRATION

Supports integration with Microsoft SQL server, MySQL, Oracle etc…

PAYMENT GATEWAY INTEGRATION

Supports secure Payment Gateway Integration. We are certified by CyberSource, PayPal, Authorize.Net, First Data/Bank of America etc. The integration can be used to process Credit Card and Debit card transactions while accepting online orders from customers.

INVESTMENT PROTECTION

Works with your existing analog lines or digital T1/E1 lines or SIP trunks. Our modular design makes it easy to add on capacity, while maintaining your existing infrastructure.

CTI INTEGRATION

Supports complete CTI integration with various CRM’s like Salesforce, Microsoft Dynamic CRM, vtiger and Zoho. This integration automatically brings up customer information stored in the CRM for agents when they answer the call.

CRM INTEGRATION

Supports integration with various CRM’s such as Microsoft Dynamic CRM, Salesforce, Oracle, Sugar CRM, vTiger and Zoho.

CREATE SURVEY IVRS

Collect feedback about the service provided confidentially from the callers.

COMPLETE REDUNDANT/SCALABLE ARCHITECTURE

Provides a complete geographical redundant architecture and can be scaled to quickly meet demand. Optimal performance regardless of call volume is guaranteed.

DNIS BASED CALL FLOW

Supports DNIS based call flows to be presented to the caller.

HOSTED/CLOUD BASED SOLUTION

Offers hosted or cloud based solution depending on your business requirements.

FLEXIBLE PRICING OPTIONS

You can opt for a cloud hosted solution or have the IVR implemented at your premises, maintained by your own internal staff.

CALL FLOW UPDATES

Any changes to existing call flows can be done without any downtime.

SUPPORTED CODECS

  • CELT (32 kHz and 48 kHz)
  • G.722.1 (wideband)
  • G.722.1C (wideband 32 kHz)
  • G.722 (wideband)
  • G.711
  • G.726 (16k, 24k, 32k, 48k) AAL2 and RFC 3551
  • G.723.1 (passthrough)

COMPLETE REDUNDANT/ SCALABLE ARCHITECTURE

  • G.729A (Requires a license unless using passthrough)
  • AMR (passthrough)
  • iLBC
  • Speex (narrow and wideband)
  • LPC-10
  • DVI4 (ADPCM) 8 kHz and 16 kHz
  • SILK

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