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Enghouse Interactive IVR from Enghouse Interactive

Robust IVR for insurance customer service: supports self-service, policy claims, mobile and web integration, speech recognition, and agent-assisted service escalation.

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Product analysis by function

Interactive Voice Response (IVR) Systems for Customer Service

Automated phone systems that provide self-service options for policyholders and route calls based on customer needs and preferences.
More Interactive Voice Response (IVR) Systems More Customer Service ...

Core Call Routing and Management
(8 Yes /8 Known /14 Possible features)

Self-Service Functionalities
(3 Yes /3 Known /12 Possible features)

Integration and Interoperability
(5 Yes /5 Known /10 Possible features)

Speech and Language Capabilities
(4 Yes /4 Known /10 Possible features)

Security and Compliance
(3 Yes /3 Known /10 Possible features)

Reporting and Analytics
(5 Yes /5 Known /11 Possible features)

Scalability and Reliability
(2 Yes /2 Known /10 Possible features)

User Experience and Customization
(2 Yes /2 Known /10 Possible features)

Administration and Configuration
(3 Yes /3 Known /10 Possible features)

Vendor Support and Service
(2 Yes /2 Known /10 Possible features)

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Automatic Call Distribution Routes incoming calls to specific departments or agents based on predefined rules.		Enghouse IVR is part of Enghouse’s contact-centre suite and advertises ACD-based routing of IVR calls to the correct queue or live agent.
Skill-Based Routing Directs calls to agents based on their expertise relevant to the caller’s needs.		Product literature highlights ‘skills and priority routing’ so callers are connected to the best-qualified agent.
Call Queue Management Manages queues, allowing callers to wait when agents are busy.		Queue and wait-time management are shown on the real-time dashboard screenshots on the Enghouse web page.
Interactive Menu Navigation Provides a menu system via keypad or voice for customer self-selection.		IVR menus (DTMF or speech) are core to the product – explicitly mentioned on the product page.
Call Transfer Capabilities Allows calls to be seamlessly transferred between agents or departments.		‘Seamless transfer to live agent’ is called out as part of agent-assist escalation.
Multi-Level IVR Menus Supports multiple hierarchical menu structures for complex routing.		Marketing material references multi-level, multi-language menus that insurers can configure.
Emergency Call Escalation Automatically prioritizes and escalates emergency-related calls.		No information available
Simultaneous Call Handling The number of calls the system can process at the same time.		No information available
Maximum Queue Length The maximum number of callers that can wait in queue.		No information available
Average Call Routing Time Average time taken to route a call to the right destination.		No information available
Customizable Hold Music and Messages Lets organizations tailor hold music and informational messages.		No information available
Real-Time Queue Updates Callers are notified of their estimated wait time or position in queue.		No information available
Pre-Call Information Gathering Captures relevant details from callers before connecting to an agent.		System captures policy number or PIN before transferring – a common IVR configuration shown in Enghouse insurance use-case diagrams.
Callback Request Option Allows customers to request a callback instead of waiting in queue.		Enghouse promotes ‘virtual hold / call-back’ to reduce abandonment.

Policy Information Access Enables callers to access their policy details automatically.		Self-service options include policy enquiry – referenced under insurance IVR use cases.
Claim Filing Allows customers to initiate a claim via the phone menu system.		Claim notification/first-notice-of-loss via IVR is explicitly listed in Enghouse insurance datasheet.
Payment Processing Enables premium payments via IVR using DTMF or voice.		No information available
Policy Renewal Lets customers renew policies via automated steps.		No information available
Update Contact Information Lets policyholders change their address, phone number, etc., through self-service.		No information available
Get Quotes Provides self-service quotes for insurance products.		No information available
Policy Document Delivery Enables callers to request and receive policy documents by email or SMS.		No information available
Claim Status Updates Allows customers to check the current status of their claims.		No information available
Account Authentication Verifies customer identity using PIN, policy number, or other methods.		Product supports account validation using policy number, PIN or ANI before self-service is allowed.
Premium Due Date Check Allows callers to check their next payment due date.		No information available
Premium Payment Reminder Automated reminders about upcoming premium payments.		No information available
Customizable Self-Service Scripts Administrators can update and configure self-service scripts.		No information available

CRM Integration Seamlessly exchanges data with Customer Relationship Management systems.		CRM connectors (Salesforce, MS Dynamics, etc.) are listed among integration options.
Policy Management System Integration Interfaces directly with core insurance administration platforms.		No information available
Claims Management System Integration Facilitates access to and update of claim records.		No information available
Payment Gateway Integration Supports connections to payment processing services for automated transactions.		No information available
Third-Party API Support Ability to integrate with external APIs for services like fraud detection, translation, etc.		REST/JSON and SOAP APIs are documented for third-party integration.
Telephony System Compatibility Connects with existing telephony infrastructure (SIP, VoIP, PSTN, etc.).		Enghouse IVR supports SIP, VoIP and legacy TDM – stated telephony compatibility.
Web Service Integration Can consume and expose web services for data exchange.		Can both consume and expose web services for real-time data dips (e.g., policy lookup).
CTI Integration Supports Computer Telephony Integration for enhanced agent productivity.		CTI is natively supported for screen-pop and agent desktop integration.
Single Sign-On (SSO) Supports user authentication via SSO for agents and admins.		No information available
Data Import/Export Capabilities Ability to move customer data in and out of the IVR system.		No information available

Multi-Language Support Can interact with callers in multiple languages.		Multiple language packs and TTS voices are advertised.
Speech Recognition Uses voice input to understand caller intent.		Speech recognition support is highlighted in the product overview (‘speech-enabled menus’).
Text-to-Speech (TTS) Synthesizes voice responses from text dynamically.		Dynamic TTS playback is part of the IVR designer tool.
Natural Language Processing (NLP) Interprets free-form speech using AI to offer more natural interactions.		No information available
Accent Adaptation Recognizes and adjusts to regional accents and dialects.		No information available
Voice Biometrics Authenticates users using their unique voiceprint.		No information available
Speech-to-Text Conversion Speed How quickly spoken input is transcribed.		No information available
DTMF Input Support Accepts keypad inputs as alternative to speech.		Traditional DTMF fallback is supported for all menus.
Hearing Impaired Accessibility Provides options such as TTY or speech-to-text for accessibility.		No information available
Custom Pronunciation Dictionaries Allows customization of TTS for brand or industry terms.		No information available

PCI DSS Compliance Adheres to payment card industry standards for secure payment handling.		Enghouse compliance documentation states PCI-DSS Level-1 for payment IVR deployments.
HIPAA Compliance Ensures privacy for health-related data in health insurance use cases.		No information available
GDPR Compliance Aligns with European data privacy rules and data subject request handling.		No information available
Data Encryption Encrypts data in transit and at rest.		TLS/SRTP in transit and AES-256 at rest are specified in security white paper.
Activity Logging & Audit Trails Maintains secure, searchable logs of all system activity.		Admin audit logs available via the management console.
Two-Factor Authentication for Admin Access Adds an extra layer of security for sensitive administrative controls.		No information available
Fraud Detection Alerts Monitors suspicious activity and issues alerts.		No information available
Role-Based Access Control Restricts access to system features based on user roles.		No information available
Call Recording Consent Prompts Automatically notifies and requests consent before recording calls.		No information available
Secure Storage of Call Recordings Ensures audio recordings are kept encrypted and tamper-proof.		No information available

Real-Time Dashboards Displays live call volumes, wait times, and agent status.		Real-time dashboards for queue depth, wait time and self-service completion are shown in demo videos.
Call Volume Reports Generates reports on overall call frequency, peak periods, and durations.		Standard historical reports include call volumes and peak analysis.
Abandonment Rate Tracking Monitors the percentage of calls dropped before resolution.		Abandoned-call metrics are part of the reporting suite.
Self-Service Usage Metrics Tracks how often self-service functions are successfully completed.		Reports show how many callers complete self-service versus transfer to agent.
First Call Resolution Rate Monitors the proportion of issues resolved within a single call.		No information available
Agent Performance Reports Quantifies agent call handling metrics.		No information available
Custom Report Builder Ability to build custom analytics reports from call data.		No information available
Export Data Capability Allows report data to be exported for further analysis.		No information available
Survey/Feedback Collection Collects customer feedback via post-interaction surveys.		No information available
Average Handling Time (AHT) Tracks how long it takes to resolve an issue per call.		No information available
Call Recording and Archiving Supports recording and centralized storage of calls for quality analysis.		IVR recordings can be archived in encrypted storage for QA and compliance.

High Available Architecture Redundant system design that minimizes downtime.		Architecture is marketed as ‘high-availability, carrier-grade’ with N+1 redundancy.
Geo-Redundancy Data and services are mirrored across multiple locations.		No information available
Disaster Recovery Capabilities Enables rapid recovery from failures.		No information available
Service Uptime SLA Guaranteed operational uptime supported by service-level agreements.		No information available
Concurrent Call Scalability Expands or contracts to handle varying call loads.		No information available
Elastic Cloud-Based Deployment Supports scalable architecture in cloud environments.		Offered as scalable cloud service or on-prem; cloud instances scale elastically.
Load Balancing Distributes traffic evenly to manage resource utilization.		No information available
Automatic Failover Seamlessly switches to backup systems if one fails.		No information available
Scheduled Maintenance Windows Defined downtime periods for preventive system maintenance.		No information available
Real-Time System Health Monitoring Continuously checks for hardware/software issues and system performance.		No information available

Customizable Voice Prompts Allows script, voice, and branding to be adjusted.		Administrators can upload custom prompts or use TTS for brand voice.
Menu Personalization Based on Caller Profile Dynamically adapts menu options for returning customers.		Menu options can vary based on caller ANI or CRM data (returning customer personalisation).
Sentiment Detection Detects customer sentiment and adapts responses or escalates as needed.		No information available
Context Reservation Across Channels Remembers customer intent and context when switching to live agents or digital channels.		No information available
Branded Greeting and Messaging Presents insurer’s unique brand experience on every call.		No information available
Speech Rate and Tone Adjustment Enables modification of system voice speed and tone.		No information available
Dynamic Menu Presentation Changes menu options based on current business needs or events.		No information available
Accessibility for Visually Impaired Users Designs features to facilitate access by callers with vision impairments.		No information available
End-to-End Call Personalization Customizes every step of the customer journey via IVR.		No information available
Short Message Service (SMS) Integration Follows up IVR calls with SMS confirmations or links.		No information available

Web-Based Administration Portal Allows remote configuration and monitoring.		Configuration and monitoring are done through a browser-based administration portal.
Role-Based User Management Differentiates access and privileges for admins, supervisors, and agents.		No information available
Drag-and-Drop Menu Design Enables intuitive interface for updating call flows without code.		Enghouse ‘IVR Designer’ provides drag-and-drop call-flow creation.
Change Version Control Tracks and reverts configuration changes as needed.		No information available
Bulk Uploads/Edits of Menus Allows administrators to mass update menu options.		No information available
Integrated Knowledge Base Management Maintains up-to-date FAQs and templates for quick reference.		No information available
Scheduled Announcements Pre-programs informational statements for events or outages.		No information available
Live Monitoring While in Production View and adjust settings without service interruptions.		No information available
Audit Trails for Administrative Actions Records all administrative actions for compliance and review.		All admin actions are logged for compliance – documented in admin guide.
API-Based Configuration Provides automated configuration and provisioning via external systems.		No information available

24/7 Customer Support Around-the-clock technical and operational support.		Support page offers 24×7 phone and portal support for enterprise customers.
Implementation and Training Services Support during initial setup and deployment, including staff training.		No information available
Dedicated Account Manager Single point of contact for ongoing relationship and escalations.		Sales collateral references ‘named account manager’ for strategic clients.
Multi-Channel Support (Phone, Email, Chat) Assistance available via multiple communication channels.		No information available
User Community and Forums Access to shared knowledge and peer support.		No information available
Regular Product Updates Vendor commitment to new features, performance, and security improvements.		No information available
Clear SLAs (Service Level Agreements) Transparency in service guarantees for uptime, response, and resolution times.		No information available
On-Site Support Availability Option for in-person service and troubleshooting.		No information available
Comprehensive Documentation Detailed manuals, guides, and help resources provided.		No information available
Customer Satisfaction Survey Scores Measures vendor’s effectiveness from existing clients.		No information available

Enghouse Interactive IVR from Enghouse Interactive

Product analysis by function

Interactive Voice Response (IVR) Systems for Customer Service

Core Call Routing and Management (8 Yes /8 Known /14 Possible features)

Self-Service Functionalities (3 Yes /3 Known /12 Possible features)

Integration and Interoperability (5 Yes /5 Known /10 Possible features)

Speech and Language Capabilities (4 Yes /4 Known /10 Possible features)

Security and Compliance (3 Yes /3 Known /10 Possible features)

Reporting and Analytics (5 Yes /5 Known /11 Possible features)

Scalability and Reliability (2 Yes /2 Known /10 Possible features)

User Experience and Customization (2 Yes /2 Known /10 Possible features)

Administration and Configuration (3 Yes /3 Known /10 Possible features)

Vendor Support and Service (2 Yes /2 Known /10 Possible features)