Interactive Voice Response. Provides funds with the opportunity to offer their shareholders 24 hour, 7 day a week access to their account information, accessing the system either via telephone or computer, subject to normal interruptions of service.
Interactive Voice Response. (“IVR”). If IVR is selected by Customer and included in the pricing, the following additional terms and conditions shall apply of this Agreement:
Interactive Voice Response. For Interactive Voice Response (“IVR”) access, Ultimus charges a one-time set up fee of $1,000. Ongoing charges for IVR access are based upon usage and are charged to the Portfolios as an out-of-pocket expense.
Interactive Voice Response. Key Measurements Means those Service Levels for which no Service Level Credit is payable, and are described in Attachment 3-B. Key Service Provider Personnel Means the Service Provider Personnel filling the positions designated in Attachment 5-A as Key Service Provider Personnel. Laws Means all federal, state and local laws, statutes, ordinances, regulations, rules, executive orders, circulars, opinions, interpretive letters and other official releases of or by any government, or any authority, department or agency thereof. Legacy Data Centers Means the DIR Customer data centers located in Austin and Huntsville, Texas, as identified in Exhibit 7. Level 1 Support Means support that is provided as the entry point for inquiries or problem reports from Authorized Users. If Level 1 personnel cannot resolve the inquiry or problem, the inquiry or problem is directed to the appropriate Level 2 personnel or a Third Party for resolution. Level 2 Support Means support that serves as a consolidation point for inquiries and problems between Level 1 and Level 3. For example, Level 2 Support might exist in a computer operations or a distribution/mail out center. If Level 2 personnel cannot resolve the inquiry or problem, the inquiry or problem is directed to the appropriate Level 3 personnel or a Third Party for resolution. Level 3 Support Means support provided by the personnel or Third Party that is most knowledgeable about the underlying problem or question and that is Term Definition utilized when efforts to resolve the problem or question by Xxxxx 0 and Level 2 Support have failed or are bypassed. Inquiries or problems are usually reported by Level 1 or Level 2 Support personnel, but may be initiated directly by Authorized Users or the Service Provider. Logical DBA Means the Database Administrator who is responsible for the logical aspects of a database (including schema design, data modeling, application tuning, and application performance assistance). Logical DBAs have extensive knowledge of the business applications and requirements. Logical Security Means controlling access to information, software, and data by utilizing Operating Software parameters and Applications-level security controls. Logical Security includes logical separation of processors and disk and segregation of reusable storage media.
Interactive Voice Response. Contractor will provide a voicemail system with the following functionality, to be implemented as requested by the State: • Select an appropriate queue • Self-serve • Reach a CSR within no more than two automated levels of choice • Leave a message for callback • During “After Hours”, allow callers to leave a voice message All scripts and routing will be approved by the State. Call Recording 100 percent of calls will be recorded and stored for an agreed upon time period that is compliant with any federal requirements (including any operations at Disaster Recovery site). Contractor is responsible for the collection and storage of these recordings. The recordings will be stored for a period of time that supports the regulatory needs. Computer Telephony Integration (CTI) Contractor will provide flexibility and robustness of systems to allow for modification as necessary to meet State needs and conform to the State architecture standards. The Contractor’s new Avaya Telecom System will use a certified Siebel CRM IVR/CTI/TELEPHONY adapter from the following list of certified Siebel CRM CTI adapters (as of March 2013): • Avaya Inc. - Avaya Interaction Center 7.3 • Enghouse Interactive Inc. - CT Connect 1.1 • Xxxxxx + Xxxxx - Multi Channel Adapter (MCA) for Siebel 11 • Avaya Inc. - Intelligent Communications 7.2 • Genesys Telecommunications Laboratories - Gplus Adapter for Siebel CRM v7.5 • Interactive Intelligence - Customer Interaction Center 4 • Huawei Technology Co Ltd - eSpace Contact Center 2 • AMC Technology, LLC - Multi-Channel Integration Server 5.4 • Altitude - Altitude uCI 7 The parties agree that implementation of CTI, while included in Set Up costs already invoiced by Contractor and paid for by the State, at the request of the State this functionality has not yet been implemented. Contractor shall perform CTI implementation when requested at no incremental cost to the State. In the event the State elects not to implement CTI, the State will notify the Contractor in writing and the Contractor will refund $160,000 for remaining labor costs associated with the final implementation of this functionality. The estimated remaining labor costs equal $160,000. Any refunds collected shall either be paid directly to the State by Contractor, or offset against the retainage funds held by the State of Vermont.
Interactive Voice Response. This is a more advanced system than an Automated Attendant. It enables a caller to do more complex actions such as account balance lookups based on the user imputing information via voice or touch tone.
Interactive Voice Response. Vendor shall provide intuitive, easy-to-follow self-service for English, Spanish, and Haitian Creole using touch tone IVR functions, as well as caller-directed transfers to designated entities, including Insurers and any others determined by FHKC. Vendor shall configure and scale the IVR with the capacity to establish automated messaging, call segmentation, and an option for the caller to speak to a live CSR any time during the call. The IVR shall provide callers an estimated wait time to speak to a live CSR and an option to leave a voicemail for a callback while in the wait queue. The IVR shall provide automatic caller identification, intelligent call routing, and on hold messaging to be developed in coordination with FHKC. A recorded message will play when the IVR is unavailable indicating when the IVR will be back online, if known. When possible, the message shall include the reason for the downtime. The Parties shall evaluate the effectiveness of the IVR on an annual basis, and Vendor shall make modifications to the IVR to improve the Customer experience as required by FHKC.
Interactive Voice Response. (2) Predictive Dialer;
Interactive Voice Response. Provides Portfolios with the opportunity to offer their shareholders 24 hour, 7 day a week access to their account information, accessing the system either via telephone or computer, subject to normal interruptions of service.
