The P&A Group Updates IVR System to iVoice IVR Release 3.0
MATAWAN, N.J. - The PandA Group, a benefits outsourcing solution headquartered in Buffalo, N.Y., has updated its IVR system to the iVoice IVR release 3.0, provided by iVoice's subsidiary iVoice Technology, Inc.
PandA has been using the iVoice Interactive Voice Response (IVR) system for about five years and decided that it was time to update the hardware, the prompt recording and take advantage of the 3.0. Spanish that has been added to the IVR process as a new feature for Hispanic clients.
After verifying the caller's identity, the PandA IVR system provides the current and previous years' information for credit related to the five different multi-plans that PandA offers. The system "reads" information, such as plan-to-date balances, cash, claims, claims paid, annual claims paid, and it lists up to five of the last paid checks, depending on the plan.
The new iVoice IVR is customized to meet the design specifications of Public Communication Services (PCS) for a brief message voicemail service for its clients.
Gregory R. Zilliox, the PandA IT manager, said, "We first installed our IVR system from iVoice about five years ago and never had a problem. When it came time to upgrade our hardware and software, there was no question on what vendor we would use. iVoice has done an excellent job in upgrading our system. The benefits of the iVoice/PCS system to PandA are numerous. Our customer service receives fewer inbound calls and experiences relief in manpower need. Yet, IVR increases the number of end users calling since they know that they get immediate and accurate information directly from the system. Offering account information using the state-of-the-art voice response technology and choosing iVoice as a vendor is an example of offering quality service to our client. Plus, adding Spanish expands the use and benefit of our system to our Hispanic customers."