Self Service

The Right Solutions for Self Service IVA/IVR with Multichannel Digital Interactions

Rich Feature List

Context Continuity (inside of CXP as well as through APIs)

Ensures customer interactions seamlessly transfer between self-service and live agents, retaining all relevant data. This reduces repetition, enhances efficiency, and delivers a consistent, personalized customer experience across interaction channels.

NLU / Transcription / Voice Bot

Uses natural language understanding, real-time transcription, and voice bots to enable conversational interactions. This simplifies navigation, improves accuracy, and delivers seamless, human-like customer experiences for self-service workflows.

BUI

Offers a web-based platform for configuring IVR workflows. It enables easy access, real-time updates, and intuitive management, streamlining setup and enhancing flexibility for creating seamless, customer-friendly self-service experiences.

Hotspot Analytics

Tracks, stores, and manages customer permissions for communication. It ensures compliance with regulations, builds trust through transparency, and empowers customers to control their communication preferences across all interaction channels.

Backend Connectivity (REST, SOAP, Databases)

Enabling real-time data access and updates. This ensures seamless interaction with backend systems, enhancing functionality, personalization, and efficiency in customer self-service workflows.

Layer (Adapt-to-me, e.g. based on Personas, Language, Customer Profiles and Experience)

Personalizes interactions by tailoring menus and responses to customer personas, language preferences, profiles, and past experiences. This enhances usability, fosters engagement, and delivers a more intuitive and satisfying self-service experience.

Dynamic Call Flow (e.g. multi level event handling, dynamic filtering of menu options, bargein, global commands )

Adapts menus and responses based on real-time customer inputs, preferences, or context. It ensures flexible, efficient interactions, streamlining navigation and improving the overall customer experience.

Reporting (Dialog Stats, Business Tasks, Call Volumes, Dominant Path)

Delivers actionable insights into system performance, user interactions, and call patterns. It helps identify trends, optimize workflows, and enhance customer experiences while aligning IVR operations with business goals for improved efficiency.

Open Architecture (bring your own MediaPlatform, Database, Operating System) / Driver Approach

Allows organizations to integrate their preferred media platforms, databases, and operating systems using a driver-based approach. This flexibility supports customized deployments, ensures compatibility with existing infrastructure, enhances scalability, and empowers businesses to create tailored, efficient, and future-ready IVR solutions aligned with their unique needs.

Disposable Apps (e.g. for payments or surveys)

Enable quick deployment of temporary applications, such as for payments or surveys. These apps streamline specific tasks, are easily configurable, and can be decommissioned after use, ensuring flexibility and operational efficiency.

Notifications (e.g. to send payment confirmations or access codes)

Ensures seamless handling of customer numbers across carriers, adhering to regulatory standards. It enhances customer retention, avoids service interruptions, and maintains compliance during number transfers, supporting smooth, uninterrupted communication.

Reusability of application blocks through shared libraries, e.g. backend access

Leverages shared libraries for backend access and common functionalities. This streamlines development, reduces duplication, enhances scalability, and ensures consistent, efficient performance across multiple IVR workflows and applications.

IVR Front End

Provides the interface customers interact with, including menus and prompts. It ensures intuitive navigation, quick access to services, and seamless integration with backend systems for efficient, user-friendly self-service experiences.

Chat

Integrates text-based communication channels, enabling customers to interact via live chat or chatbots. It provides quick, convenient support, enhances accessibility, and complements voice-based IVR systems for a seamless omnichannel experience.

SMS

Ensures adherence to legal standards like GDPR, PCI DSS, and HIPAA. It incorporates features such as secure data handling, consent management, call recording controls, and audit trails. These safeguards minimize risks, maintain customer trust, and ensure ethical, lawful operations across communication channels, supporting businesses in meeting global compliance requirements.

Third Party Integrations Google Dialog Flow ES and CX

SSO

Ensure secure, centralized user authentication and access control. These features enhance security, simplify login processes, and support seamless integration with enterprise systems, improving compliance and operational efficiency.

LDAP

We saw an 11% cost reduction per agent with Alvaria's contact center solutions."

-K. Sutthirak Traichiraaporn, CEO JMT