IVR/IT Solutions: How We Work, How You Benefit
Ashergroup offers a complete range of services required to identify and deliver database-driven IVR, web, and mobile phone information solutions that help you transform your business. Our primary focus is on helping our client companies become fully responsive to their customers’ needs – resulting in increased customer loyalty, retention, and profits. Our second focus is on helping companies capitalize on the value of their accumulated infrastructure, data and knowledge.
We specialize in assisting clients create and extend Call Center, Customer Relationship Management, and e-Business solutions using packaged applications, Interactive Voice Response (IVR) systems and custom-developed solutions.
Knowledge is Power, Knowledge Management is ‘Business Power’
Focusing on the need to quickly discern the scope of e-Business applications, Asher’s senior business consultants begin by helping our clients identify, validate, and align their business objectives with functional application requirements.
We work closely with our customers to examine existing work flows, database structures, and legacy systems to determine the impact of applying new technologies to improve the business processes.
Once we have scoped the engagement, a Project Execution Plan is created which emphasizes resources, schedules and costs. Our consultants architect a solution that ensures interoperability and extensibility, and then work with our developers to rapidly construct a prototype that demonstrates feasibility and functionality. We develop a migration strategy and then build a solution that works for your company.
Typical deliverables include
Systems requirements & software functional specification
Conceptual application design (workflow concepts)
Data model, Process model for interaction with other systems
Larger systems include queuing model or stochastic simulation
User Interface Designs
Project Execution Plan (resources, time, costs)
A working system prototype
Benefits (ROI, Cost Justification, Total Cost of Ownership)
With Asher IVR/IT Solutions, you can be better positioned for follow-on implementation having a practical, working prototype and plan that outlines the work-breakdown structure and associated costs needed to deliver a complete solution.
Examples of Asher IVR/IT Solutions
Computer Telephony Systems Integration
When it comes to linking front office applications with back office data – Asher provides the “glue”. Fully capable of integrating your e-Business systems with your call center or phone networks, we are familiar with how to make unify your data so that your customer care systems are Automated load testing of Call Centers using components of our toolkit.
Custom Applications Development
At Asher we design and incorporate front office applications with back office data – combining CRM and web applications with phone networks and Call Centers so that our clients can service their customers (internal and external) more readily using automated technology. Our solutions employ a variety of digital and analog telephony interfaces (T1, IVR, ATM, PBXs, Dialogic, etc.) on diverse platforms (NT, Solaris, Unix/Linux), using the latest computer and telephony technologies to provide complete solutions (Java, C++, JSP, ASP, CT-ADE (Parity/VOS), Oracle, DB2, Sybase, and SQL Server).
Total Project Responsibility
Asher’s project management professionals take total project responsibility in carrying a project from concept through to deployment. Finally, we leverage our domain expertise in computer telephony and our rapid development CT toolkit to provide customers with solutions which meet their time-critical market needs. In a world where fast turn-around is essential to winning business, this is critical, and Asher is able to provide the answers for enabling your business to present “one face to the customer”.
IVR/IT Solutions Capabilities
We offer custom database systems development based on extensive experience in large scale Database, telephony, web-based, and mobile phone application development and customer service applications accessible via multiple entry points (Phone, Internet, Wireless Mobile). Our development projects offer a true Solutions approach in that we work with your business systems and requirements to create innovative and cost-effective results that work in real world business environments.
Asher IVR Systems can change the way you do business with measurable results.
Improved Brand Recognition/Loyalty
Efficiency in Reaching Customers
Increased Retail Traffic
Greater Response Rates
Real time Survey Results Monitoring
More Qualified Leads
Asher IVR System features include:
Inbound/Outbound Interactive Voice Response Programs
Mirrored IVR/Internet/Mobile Applications
Live Operator Transfer
Automated Name/Address Capture
Automated Speech Recognition (ASR)
Text to Speech (TTS)
Credit Card Capture
Multiple Language Support
Real Time Reporting via the Internet
Custom Database Development
Advanced Locator Programs
Load Testing for IVR & Call Centers
When the country’s larget independent Blue Cross Blue Shield was ready to launch a new IVR service which would have to handle hundreds of simultaneous calls, mostly for self-service, to ease their call center, they turned to Ashergroup to load test the system prior to its release. We were able to find several communication paths for downstream servers that could not handle the traffic load. The communication channels and the downstream servers’ capacity were expanded and retested. When the system was subsequently released to production, it was successful – which is to say, it just worked!
When the same company needed to transition their primary database from Oracle to DB2, they asked Ashergroup, and they got results. We found that a major portion of the system requirements (batch reporting facilities) were not considered when the replacement system was originally purchased. Not content to merely throw more hardware at the problem, our engineers were able to improve the efficiency of the underlying database structures and reports, avoiding a costly system upgrade. The transition took place on time and within budget despite the difficulties encountered.
When Nortel Networks built their voice portal, Ashergroup led the design and implementation effort to make the portal customizable for each and every user, while still providing enough controls for advertisers and content providers to make viable as a for-sale product.
Frontier Communications needed an application to help them manage and then streamline the complex interactions between Incumbent (pre-deregulation) and Competitive (post-deregulation) Local Exchange Carriers (ILEC and CLEC) in the deregulated telephone market. This would prove to be no simple task. Each request for new service or a change of existing service would trigger a flow through at least half a dozen responsible people for approval and authorization. Notifications would need to be sent and red flags would need to be raised if an action was not taken in a timely basis.
The application was one of the most quickly developed and thoroughly tested applications in the company’s history.
Find out more about how Ashergroup can help you today! E-mail us here.
When Global Crossing embarked on its Clarify (now Amdocs) customer care and trouble ticketing system, Ashergroup helped from design to implementation, taking direct responsibility for the mission critical mechanisms for integrating the new system with their legacy billing system (running on IBM CICS) and with their recently developed switch monitoring/management system (running over SNMP). The integrations were done cleanly and have not required bug fixes for 3 years and running!