Contact Solutions released version 3.0 of their IVR Web Control interface. The two main features of IVR Solutions Manager (ISM) v3.0 provide clients with more flexibility around defining or modifying business hours for their IVR. Business hours capabilities allow the client to change the behavior of their IVR business logic and call center transfer capabilities in real-time. The ability to define and change business hours within the IVR in real time via an intuitive password controlled web site gives call center and program managers the flexibility to control their hosted IVR without needed to change software or scripts.
The new business hours capabilities have the flexibility to leverage global holiday or custom holiday tables and can vary between hosted IVR’s on the Contact Solutions platform.
In addition to the business hours improvements, v3.0 improved overall navigation within the web control tool by introducing the concept of tabbing and breadcrumbing within the tool between IVR applications and web control features and functions. Lastly the ability to re-skin the web control tool to be consistent with client or partner look-and-feel is delivered with simple configuration capabilities and allows integration with overall client contact center dashboards.
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