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In today's competitive business environment, organizations are required to do much more to attract—and—retain—customers than ever before. Along with offering superior telephone systems, AVDS employs highly-trained and experienced programmers to further leverage our client's investment in their communications infrastructure.
Would automation free your employees to handle more important tasks? Would integration with another of your applications allow you more frequent, intelligent contact with your customers? Can you envision a single tool that would not only enhance your customer relationships, but would actually add revenue to your bottom line?
Here are a few of the custom applications we've provided to our clients—taking their communications above and beyond. That's Our Business.
A Banking IVR System allows callers to retrieve current account information using their touch-tone telephone. For instance, callers can retrieve information on their checking account, savings account, loans, commercial account, credit card, etc. The information they can retrieve includes current account balance, recent deposits, list of checks, interest earned, maturation date, payment due dates, payments made, credit limit, etc.
By accessing the host computer, The Banking IVR System can provide the most current, up to date account information for the caller. The System can be customized to meet other specific requirements.
With a network consisting of over 16,000 individual workers, Zachry Construction—a commercial construction firm with projects throughout the United States —needed a comprehensive yet simple-to-use system to contact prospective workers for available solutions.
Automated Voice and Data Solutions created four custom Interactive Voice Response (“IVR”) applications to meet Zachry's objectives:
The Inbound Job Line allows workers to call in and find available job positions in their region. The application also allows access to individual job descriptions and application information, and in the case of “high priority jobs,” callers can be transferred to the job site 24 hours a day.
allows for the creation of a “craft code” detailing individualized skills and skill levels of all workers and jobs.
Outbound Job Notification uses the craft code to search the database for applicants whose skills match those needed for specific jobs and automatically calls appropriate applicants to inform them of the position.
Employment Verification utilizes an incoming caller's Social Security Number to access the system, which allows their individual qualifications to be cross-referenced with possible job openings.
Consumer Credit Counseling was looking for a way to improve contact with clients scheduled for counseling, existing clients and creditors that were owed money by the clients as well as reduce the amount of time counselors were spending giving out repetitive information and verifying appointments.
Automated Voice & Data Solutions was able to meet those needs by developing Appointment Reminder, Client and Creditor Programs .
The Appointment Reminder IVR calls clients at home to remind them of scheduled appointments. Clients can then confirm or reschedule the appointment. When they confirm the client will receive information on the designated location, driving directions as well as which forms to bring to the counseling session.
The Client IVR allows them to access their account information—including balances, deposits, and disbursements—on a 24/7 basis, while also enabling them to update personal information or leave a voice mail for their counselor.
The Creditor IVR allows creditors to verify account balances, disbursement dates and the amounts they will be receiving per client. Creditors can also accept, reject or propose a different monthly payment amount recommended by CCCS counselors on behalf of the client.
Credit Union:
"Without LoanLine, we would have been dead in the water. We just couldn't have kept up!"
Linda Spraggins, Senior Vice President of Administration, Smart Financial Credit Union
Automated Voice & Data Solutions has developed several applications for financial institutions, including several credit unions like Smart Financial. Here is their story:
In 1993, Smart Financial Credit Union launched a promotion promising loan decisions within 24 hours of application. Following the promotion, the volume of loan applications ballooned and Smart Financial looked for a solution. Traditional methods of loan processing were not enough to handle Smart Financial's loan volume.
In 1994, it's first year of operation, LoanLine contributed to a growth of 33% in total loans, totaling almost $20 million, and a significant reduction in overhead expenses.
The Automated Loan By Phone Program accepts telephone touch-tone input 24/7 from callers interested in initiating a loan application. The loan application is created by the member answering questions prompted by the Automated Loan By Phone system. This information is automatically transferred and entered onto the financial institution's host computer screens where it is now available to the loan officers. The information can also be sent to the host computer's printers so that loan applications, member profiles, and credit bureau reports can be printed and ready for review.
With an aging population and patient care shifting away from facility-based to outpatient and home-based care, one of the most important initiatives in healthcare today is automated symptom monitoring. Tracking symptoms of cancer and other critically ill patients and survivors generates a significant improvement in patient care as well as extensive cost savings for patients and their families.
Automated Voice & Data Solutions, in partnership with Interactive Performance Technologies, created the Cancer Symptom Monitor. Integrating advanced communication software and state-of-the-art control measures, it gives cancer health providers and their patients a convenient, flexible tool to implement and sustain efficient, effective symptom tracking, feedback and intervention.
Using the Customer Interaction Center's add-on Interactive Voice Response module, Vocalite' and the M. D. Anderson MDASI symptom assessment tool, Cancer Symptom Monitor automatically generates an outbound phone call to registered patients at home and guides them through a three-to-five-minute symptom assessment questionnaire. Patients are able to report on a comprehensive list of symptoms at their convenience, based on a call schedule they set. Patients specify a number to be dialed and preferred call time. Calls can be placed to their home, office or mobile phone.
Reports are sent regularly to the patient's physician and, if the severity of a patient's symptoms reaches a pre-defined threshold, alerts are then sent in real-time to the patient's cancer care team by phone, pager, PDA, fax and/or e-mail-thereby ensuring a speedy intervention in order to provide symptom relief.
In an effort to liberate its nursing staff from processing phone messages left by family and friends of its patients, Texas Children's Hospital sought an automated, do-it-yourself voice mail solution for parents. Automated Voice & Data Solutions provided the Keep in Touch voice mail system. Assigned a unique security code, parents may access their own voice mail box where they can record automated messages that announce the patient's status, record their own answer greeting, and check messages left by callers anytime from anywhere. The Interactive Voice Response system supports both English and Spanish and requires a minimal amount of maintenance. Altogether, with the Keep in Touch voice mail system, patients and their family and friends are receiving an enhanced benefit from Texas Children's Hospital at the same time that the hospital is able to better allocate its resources toward health-related services.
At larger organizations especially, the employee benefits enrollment process is a resource-intensive task involving the distribution and collection of forms, a verification process and a manual entry of collected data. The enrollment process may be performed annually or at other periods and may last several weeks.
The Benefits Enrollment application automates the enrollment process in an easy-to-access format. It enables employees to use a touch tone telephone to access their benefits portfolio and confirm or modify selections that will be effective in the next benefits period.
Large organizations in a variety of industries are using Benefits Enrollment to make the process more efficient--which is favorable not only to the employer, but to the employee as well.
Financial Industries Corporation (“ FIC ”) was seeking a way to make its services more accessible for their customers. AVDS created an Interactive Voice Response System (“IVR”) that not only benefited FIC's 200,000 customers, but also helped streamline the insurance processes within the company.
The customized IVR—integrated with FIC 's Customer Interaction Center —allows policy holders and agents alike to have access to their secured data 24/7. Incoming callers benefit from self-service options and Spanish menus, while FIC profits from a highly customizable system that includes extensive reporting and centralized call recording.
AVDS and its robust IVR solution helped FIC improve its customer service and increase employee productive while maximizing FIC 's investment in the Customer Interaction Center.
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