Enhanced Self-Service Application Suite Maximize your customer interaction investment The Enhanced Self-Service (ESS) Application Suite takes customer service to a new level. This set of powerful applications is designed to dramatically increase automated self-service performance by improving call completion and transaction rates, reducing costs and increasing customer satisfaction. The suite includes Agent-Assisted IVR for next generation "smart" self-service, the Automated Web Agent for agent-assisted customer interaction with your web services, and Aumtech Interactive Messaging Service (AIMS) for automated notifications. Agent-Assisted IVR Agent-Assisted IVR enables you to maximize the performance of automated self-service by seamlessly bridging an agent into an automated session when the application encounters a problem. Instead of callers becoming quickly frustrated by speech recognition errors or traditional highly-structured menu options and interaction and transferring out to speak directly to a agent, Agent-Assisted IVR allows a control agent to quickly assess the situation and direct the automated service process to meet the callers needs. The control agent can update information, direct the IVR application or initiate dialog with the caller via recorded phrases and dynamically generated text-to-speech, without the caller being aware that an agent is involved. The agent can then return the session to a fully automated state. Agent-Assisted IVR adds elegant error handling, process uniformity, a consistent caller interface and greatly increases ease of use of traditional self-service applications. Agent-Assisted IVR creates a "smart self-care" environment that improves call completions rates, allows for more effective agent segmentation, reduces costs and improves customer satisfaction. For an overview of Agent Assisted IVR, click here To see how the Harvard School Of Public Health is using Agent-Assisted IVR for Dietary Research data collection click here. Automated Web Agent Automated Web Agent allows agents to use Automatic Speech Recognition and Text-to-Speech technologies to help customers complete their transactions over the web. Agents assist callers seamlessly, while customers continue to interact with the voice-enabled IVR. With Automated Web Agent, web-based customer interactions become more profitable, as abandonment rates -- and costs-per-transaction -- plummet. The application helps you offload contact center traffic while increasing customer satisfaction via complete and effective web-based transactions. AIMS AIMS (Aumtech Interactive Messaging Service) provides a highly flexible framework for quickly implementing scheduled and event-based information delivery services. Notify thousands in minutes with alerts, emergency messages, and other time-sensitive information. The web-based tool provides user-defined rules for delivery of your event-based or scheduled messaging, including time-of-day, device(s), and recipient lists. AIMS is far more than an information delivery system. With AIMS, users interact with the application to complete information transactions. Once a message is received, the user can act instantly - reschedule, verify receipt of the alert, rebook, buy, bid, forward, or transfer to a third party or customer service. The solution is scalable to support small or large enterprises and government entities and works with multiple media devices, including wireless and wireline phones, PCs, PDAs, pagers, fax, conferencing, and more. For an overview of AIMS click here