AVAYA Orchestration Designer IVR

ICR is a preferred supplier for the design and delivery of IVR applications to this major contact centre outsourcer and was asked to deliver a suite of highly complex IVR applications for a new to market mobile offering.  Working closely with the outsourcer, the end user and 3rd party database provider, ICR is a key partner in a virtual team of organisations tasked with delivering the mission critical IVR functions.

The IVR solution is part of a wider multi-channel service approach incorporating Web, mobile App and contact centre services and as such has to mirror the functions available via those channels. Applications are highly complex, catering for multiple groups of Prepay and Postpay consumers who are able to purchase numerous combinations of product ‘bundles’, data, call time, SMS etc.  This complexity creates a challenge, not only for the initial deployment, but also on-going requests for additional functionality to keep pace with the business.

To mitigate the impact of future change requests ICR recommended a modular approach to the application design and documentation, and an architecture consisting of an IVR presentation layer, built using AVAYA Orchestration Designer, and a Java middleware. This approach has enabled more efficient application management and tracking and the addition and removal of various functions.

The project is on-going and has been a great success, the client and end-user have acknowledged and welcomed ICR’s disciplined approach which has kept  the project focused and on track in the face of constant Change Requests and shifting priorities.

Application functions include:

  • Customer Service
  • PIN DPA
  • Payments
  • Collections
  • Lost and Stolen
  • Upgrades