Genesys IVR Application Development

ICR is a long standing provider of Genesys IVR applications and in addition to being a Genesys Professional Services partner is also called upon to design and develop Genesys IVR applications for large systems integrators and end user clients.

As an existing supplier of Genesys IVR applications to this telco / systems integrator ICR was asked to design, develop and deliver a suite of business critical touch-tone IVR applications for the end customer’s Genesys IVR platform, GVP. Complex middleware was also required for application integration with the customer systems.

The applications were built using the mandated Genesys Composer development tool and the middleware was designed by ICR specifically for integrating multiple Genesys IVR applications using a number of Java based technologies and approaches.

Initially the applications were deployed for credit cards and savings products and subsequently modified for current accounts.

Application functions include:

  • Customer ID&V
  • Transaction history
  • Collections and recoveries
  • IVR Payments
  • Account Administration

Being a new Bank with the prospect of high volumes of customers coming on-stream in a very short space of time a significant level of automation was required for initial business success.