VRI benefits

Last Updated : Jun 24, 2013 |

Use of VRUs with vector processing offers the following advantages:

  • Access to local and host databases.

  • Validation of caller information.

  • Text to speech capabilities.

  • Speech recognition.

  • Increased recorded announcement capacity.

  • Audiotex applications.

  • Interactive Voice Response (IVR) applications.

  • Transaction processing applications.

VRI allows users to make productive use of queuing time. For example, while the call is waiting in queue, the caller can listen to product information by using an audiotex application or by completing an interactive voice response transaction. In some cases, you can resolve the caller’s questions while the call is in queue. This can help reduce the queuing time for all other callers during peak intervals.

When you administer Advanced Vector Routing, the Expected Wait Time (EWT) for a call can be passed to the VRU and conveyed to the caller.

For more information, see Avaya Aura® Call Center Elite Feature Reference.