Robust IVR for insurance customer service: supports self-service, policy claims, mobile and web integration, speech recognition, and agent-assisted service escalation.
More about Enghouse Interactive
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 ...
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 |
This data was generated by an AI system. Please check
with the supplier. More here
While you are talking to them, please let them know that they need to update their entry.