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ICR | IVR successes

AVAYA Orchestration Designer

ICR has been Vodafone's preferred AVAYA Orchestration Designer application development partner for a number of years; we are responsible for developing mission critical Orchestration Designer IVR applications processing pre-pay and post-pay sales and service calls. These touch-tone applications are instrumental to the success of Vodafone’s business and handle call volumes approaching one million on peak days, and process millions of pounds via IVR payments each year without agent intervention.

Applications are developed for the AVAYA IVR platform using a combination of the AVAYA MPS Developer GUI and AVAYA’s Orchestration Designer. However, many of the most complex areas are associated with integrating the IVR applications into Vodafone’s highly robust telephony and IT infrastructure ensuring end-to-end call success.

In addition to developing the touch-tone IVR applications ICR also provides Vodafone with a comprehensive IVR application support service.