Intelligent Virtual Agent

A Partnership with

NetFore assists Five9 in building Intelligent Virtual Agent (IVA) and Interactive Voice Response (IVR) solutions for their customers

Extensive and proven experience designing IVRs and Natural Language IVAs

Conversational and Engaging Self-Service

Businesses are increasingly looking to offer more self-service options to their customers and employees. Either by simple interactions using touchtone responses (DTMF) or by integrating natural language IVAs to communications, with life-like text-to-speech responses, even in multiple languages. These systems are similar to talking to an Amazon echo or a Google home device to automate simple, real-life tasks such as:

  • Making an appointment
  • Sending a reminder
  • Taking a PCI-Compliant payment
  • Looking up orders
  • Tracking packages
  • Booking a ticket

With the Five9 suite of products, NetFore not only builds applications for voice conversations but also integrates similar natural language AI technology to business websites using chatbots or SMS applications.

Faster Service, Happier Customers and Agents

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Better call containment and reduced transfers to live agents for assistance

responsive design

Built with reusability and flexibility in mind to meet evolving needs

IVAs designed to be maintained by customer for lower cost of ownership

Consolidated key call session data for reporting and integration into customer BI solutions

Experts in Crafting Your Solution

NetFore has experience developing modular, multi-tenant IVA solutions that adapt and change the caller’s experience based on the dialed number, all while keeping the design solution easy to maintain for customer administrators.

We craft your solution from concept to caller by:

  • Participating in discovery meetings to understand your goals and offer design solutions
  • Capturing all IVR/IVA requirements in a detailed scope of work
  • Building core IVR/IVA functionality in Five9 Studio
  • Utilizing our broad software and systems expertise to provide advice on implementing API’s for web service integration into IVA
  • Integrating third party web services, such as Salesforce, to provide unique and personalized customer experiences
  • Training IVAs to optimize matching of caller intents to desired behaviors
  • Ensuring desired routing for call transfers to core VCC solutions
  • Engaging in operational readiness test efforts and go-live cutovers
  • Training customer personnel responsible for maintaining the IVA and enhancing the natural language engine

The NetFore team have a proven history of building IVA and IVR solutions for banking, healthcare, retail, insurance, investments, transportation, and much more.