Orion Adds IVR to Its WFM Software
Orion Communications, a provider of public-sector workforce management software and services, has added interactive voice response (IVR) technology to its Web-based AgencyWeb software. By combining the AgencyWeb workforce management solution with a robust IVR platform, government agencies can extend many of the system's capabilities to field personnel or those with no computer access.
With Orion's AgencyWeb IVR, daily scheduling, court event management, disaster planning, and day-to-day workforce management tasks are automatically delivered over an IVR platform that is fully auditable. The IVR can also collect employee responses and facilitate two-way workflows as needed.
AgencyWeb IVR is built using Voice over IP (VoIP) technologies and supports VoiceXML, CCXML, SIP, text-to-speech and automatic speech recognition. Audio and text-to-speech (TTS) gathers agency information and matches it with data from the AgencyWeb system to dynamically fulfill employee inquiries or requests. The platform supports self-service applications to SMS, IM, the mobile Web, social networks like Twitter, and smartphone apps. It is available as either on-premises or cloud deployments.
"It's a natural extension of our AgencyWeb product suite that's ideal for those agencies needing to expand their ability to coordinate with employees regardless of location," said Tommy Hutson, senior product engineer at Orion Communications, in a statement. "The mobile nature of our customers makes IVR an optimal solution for the growing demand for dynamic employee notifications and self-services."