Contact Center On-Demand Platform and Technology Security and Compliance Services FAQs

FAQs

Interactive Voice Response

Does Echopass include touchtone IVR?

Yes. The Echopass integrated solution includes the Genesys Voice Platform (GVP) IVR product for touchtone or “DTMF” self service IVR.
GVP provides automated attendant applications complete with multi-level menu capabilities and touchtone access to applications.
GVP is tightly integrated with the Echopass solution for intelligent call segmentation, routing and reporting

Does Echopass SaaS include Speech-enabled IVR?

Yes. The Echopass integrated solution includes the Genesys Voice Platform (GVP) IVR product for speech enabled or “natural language” self service IVR.
GVP incorporates speech recognition technology for conversational exchange to identify and resolve customer requests.
GVP is tightly integrated with the Echopass solution for intelligent call segmentation, routing and reporting.

Does Echopass IVR support IP?

Yes. The Echopass IVR supports both TDM, IP or hybrid environments.

How would Echopass support IVR scripting, call tree design and recording services?

Echopass provides a full range of services for building, monitoring, maintaining and tuning IVR applications. Options include scripting, IVR call tree design and voice talent.

Does Echopass provided IVR support time of day, day of week and holiday greetings?

Yes. The Echopass IVR has virtually no limitations with respect to time of day, day of week and holiday greetings.
All of these IVR options can be either static or dynamically enabled.

Does Echopass IVR support customized prompting including offering callers a choice of language?

Yes. The Echopass IVR supports unlimited customized prompting.
Prompts can be dynamically presented based on caller identification/segmentation criteria.
An example of prompting types that are fully supported would be language choice.

Does Echopass IVR support ability to transfer calls to legacy systems such as Cisco and Nortel? Yes. The Echopass IVR fully supports call transfer to legacy systems such as Cisco and Nortel.
Echopass has deep experience in transferring calls through, as well as integrating with, both Cisco and Nortel switch environments.

Does Echopass IVR support audio file formats such as WAV and MP3? Yes. The Echopass IVR fully supports WAV and MP3 file formats.

Does Echopass IVR support an automated attendant functionality to support cross menu trees? Yes. The Echopass IVR fully supports cross menu trees within our automated attendant.

Does Echopass IVR support speech recognition technology? Yes. The Echopass IVR fully supports and is fully compatible with speech recognition technology.
Echopass offers both the Nuance and IBM speech recognition engines.