For more information on our products and services, please visit NACT.com

1. CUSTOMER
SERVICE IVR

2. Description
The Customer Service IVR allows companies to decrease
the need for customer service staff. Retail customers can
now call a customer service hotline and automatically
receive credit for problem calls. Because of this, NACT’s
customers have reported an 80% decrease in customer
service needs.

3. The Customer Experience
The customer will interact with the IVR from their
phone. The IVR voice prompts the customer
interacts with are customizable and can be made to
say anything, in any language. (Click the links
underneath the slide for our demo system)

4. The IVR Portal
The rest of the presentation will focus on the web based
IVR portal, which Customer Service Representatives (CSR)
can use to determine if a customer should be credited. The
portal also includes numerous reporting features which
help analyze automated credits authorized by the IVR.

5. Widgets
The widgets provide an overview of customer complaints. The IVR
credit widget provides information on calls that were credited. The
IVR access widget displays all calls that were credited for access list
problems.The destination number widget displays all calls that
were credited due to destination problems.

6. Setup – Credit Filters
The Credit Filters section determines the thresholds which will be used to
automatically credit a call. For instance in the scenario pictured above for
India Proper, a call under 30 seconds will automatically be credited by the
IVR system. Additionally, the maximum credit is determined. In this case
the maximum credit is 1.2.

7. Setup – Credit Filters
(Continued)
The credit filters are easily setup/edited via the web gooey.

8. CSR Pin # lookup
The IVR system does not automatically credit a customer. Instead, the
customer has the option to contact a CSR. The CSR can then search the
customers pin number to investigate.
The above two screen shots display:
A) pin # search tool
B) General Information about the pin that was generated as a
result of the pin # search tool.

9. CSR Pin # lookup
(Continued)
The CSR has the ability to drill down into the call records. The
system shows if the customer received a credit via the IVR or a
CSR. It also gives the CSR the ability to credit the customer.

10. Reporting
The CSR report lists the granted CSR credits.The report is searchable via
date ranges. There are 10 field options to narrow or broaden the data
output.The report can also be exported to a CSV file.

11. Reporting (Continued)
There are several different IVR reports available. A CSR can generate a
report via the customers Caller ID, DNIS,ANI or PIN.

12. Reporting (Continued)
The call log report will display all calls made.

13. Reporting (Continued)
The credit call report will display all credited calls.

14. Reporting (Continued)
The uncredited call report will display all uncredited calls.

15. Reporting (Continued)
The destination call report will display all calls with destination issues and access
call report will display all calls with access number issues.

16. Thank You for viewing overview of the CSR IVR system. We invite you to contact our sales
department to view a full live demonstration of our system.
About NACT:
NACT is the world’s leading provider of prepaid application solutions, having sold and installed
more than 650 switching platforms – in 26 countries – that control more than 12 billion minutes of
traffic annually. NACT’s prepaid solutions represent the industry standard for highly reliable and
cost effective Class 4/5 hardware and software solutions. NACT’s Vinci, and Vinci Softswitch
Solutions insure that service providers can deliver the latest in VoIP and Next Generation network
services, while maximizing profits using real-time billing, routing and rating.
For more information please contact:
Eric Goodstein
Office: 801-802-1306
Mobile: 516-322-8936
Eric.Goodstein@nact.com