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Avaya Experience Platform IVR from Avaya
Cloud-based IVR system for insurance providers featuring intelligent routing, conversational AI, self-service options for policy inquiries and claims, integration with CRM systems, analytics for call pattern insights, and options for both cloud and on-premises deployment.
Product analysis by function
Interactive Voice Response (IVR) Systems for Customer Service
Automated phone systems that provide self-service options for policyholders and route calls based on customer needs and preferences.
More Interactive Voice Response (IVR) Systems
More Customer Service ...
Core Call Routing and Management
(10 Yes /10 Known /14 Possible features)
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Automatic Call Distribution Routes incoming calls to specific departments or agents based on predefined rules. |
Automatic call routing is a core capability of Avaya Experience Platform IVR as stated in its ‘intelligent routing’ description. | |
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Skill-Based Routing Directs calls to agents based on their expertise relevant to the caller’s needs. |
Skill-based routing is standard in Avaya’s contact-center offering and specifically referenced in Avaya Experience Platform collateral. | |
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Call Queue Management Manages queues, allowing callers to wait when agents are busy. |
Product manages queues in the cloud contact-center engine. | |
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Interactive Menu Navigation Provides a menu system via keypad or voice for customer self-selection. |
Interactive menus (touch-tone or voice) are the foundation of IVR. | |
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Call Transfer Capabilities Allows calls to be seamlessly transferred between agents or departments. |
Call transfer / warm-transfer between agents and departments is native in Avaya Experience Platform. | |
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Multi-Level IVR Menus Supports multiple hierarchical menu structures for complex routing. |
Designer supports multi-level IVR flows. | |
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Emergency Call Escalation Automatically prioritizes and escalates emergency-related calls. |
No information available | |
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Simultaneous Call Handling The number of calls the system can process at the same time. |
No information available | |
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Maximum Queue Length The maximum number of callers that can wait in queue. |
No information available | |
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Average Call Routing Time Average time taken to route a call to the right destination. |
No information available | |
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Customizable Hold Music and Messages Lets organizations tailor hold music and informational messages. |
Hold music / announcements are configurable in Avaya Experience Platform. | |
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Real-Time Queue Updates Callers are notified of their estimated wait time or position in queue. |
System can announce queue position or wait time (documented Avaya ‘queue status’ prompts). | |
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Pre-Call Information Gathering Captures relevant details from callers before connecting to an agent. |
Pre-call questions (policy #, reason, etc.) are gathered before routing. | |
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Callback Request Option Allows customers to request a callback instead of waiting in queue. |
Callback request is a marketed feature ("callback in queue" option). |
Self-Service Functionalities
(9 Yes /9 Known /12 Possible features)
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Policy Information Access Enables callers to access their policy details automatically. |
Self-service policy inquiry highlighted in insurance use-case collateral. | |
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Claim Filing Allows customers to initiate a claim via the phone menu system. |
Demo scripts show customers filing FNOL (first notice of loss) via IVR. | |
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Payment Processing Enables premium payments via IVR using DTMF or voice. |
DTMF and PCI-compliant payment processing supported through Avaya Experience Portal Payment IVR connectors. | |
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Policy Renewal Lets customers renew policies via automated steps. |
Policy renewal flows can be configured with the drag-and-drop designer. | |
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Update Contact Information Lets policyholders change their address, phone number, etc., through self-service. |
IVR scripts can update or capture contact data; Avaya references ‘account management’ self-service. | |
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Get Quotes Provides self-service quotes for insurance products. |
No information available | |
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Policy Document Delivery Enables callers to request and receive policy documents by email or SMS. |
No information available | |
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Claim Status Updates Allows customers to check the current status of their claims. |
Claim status lookup is called out in insurance templates. | |
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Account Authentication Verifies customer identity using PIN, policy number, or other methods. |
PIN / policy-number authentication available in Avaya Voice Portal. | |
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Premium Due Date Check Allows callers to check their next payment due date. |
Due-date inquiry uses same account-lookup APIs. | |
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Premium Payment Reminder Automated reminders about upcoming premium payments. |
No information available | |
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Customizable Self-Service Scripts Administrators can update and configure self-service scripts. |
IVR Designer allows full script customization. |
Integration and Interoperability
(9 Yes /9 Known /10 Possible features)
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CRM Integration Seamlessly exchanges data with Customer Relationship Management systems. |
Avaya Experience Platform lists packaged CRM connectors (Salesforce, MS Dynamics, etc.). | |
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Policy Management System Integration Interfaces directly with core insurance administration platforms. |
Insurance reference architectures show integrations with core policy admin systems via web services. | |
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Claims Management System Integration Facilitates access to and update of claim records. |
Claims systems integration achieved through same API/Web-service framework. | |
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Payment Gateway Integration Supports connections to payment processing services for automated transactions. |
Payment Gateway connectors available for PCI-compliant IVR payments. | |
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Third-Party API Support Ability to integrate with external APIs for services like fraud detection, translation, etc. |
Open REST/JSON APIs advertised for third-party services. | |
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Telephony System Compatibility Connects with existing telephony infrastructure (SIP, VoIP, PSTN, etc.). |
Supports SIP, VoIP and legacy PSTN trunks. | |
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Web Service Integration Can consume and expose web services for data exchange. |
Web services (SOAP/REST) integration is core to Avaya Orchestration Designer. | |
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CTI Integration Supports Computer Telephony Integration for enhanced agent productivity. |
CTI integration with Avaya Aura / Experience Platform. | |
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Single Sign-On (SSO) Supports user authentication via SSO for agents and admins. |
SSO through SAML/OAuth is available for administration portal. | |
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Data Import/Export Capabilities Ability to move customer data in and out of the IVR system. |
No information available |
Speech and Language Capabilities
(8 Yes /8 Known /10 Possible features)
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Multi-Language Support Can interact with callers in multiple languages. |
Supports multi-language prompts and TTS engines. | |
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Speech Recognition Uses voice input to understand caller intent. |
Speech recognition provided via Avaya Conversational AI services. | |
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Text-to-Speech (TTS) Synthesizes voice responses from text dynamically. |
Built-in TTS engines listed in product sheet. | |
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Natural Language Processing (NLP) Interprets free-form speech using AI to offer more natural interactions. |
Conversational AI/NLP called out as major capability. | |
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Accent Adaptation Recognizes and adjusts to regional accents and dialects. |
Speech engines support multiple accents; Avaya advertises ‘accent adaptation’ for international deployments. | |
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Voice Biometrics Authenticates users using their unique voiceprint. |
No information available | |
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Speech-to-Text Conversion Speed How quickly spoken input is transcribed. |
No information available | |
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DTMF Input Support Accepts keypad inputs as alternative to speech. |
DTMF fallback supported for all menu options. | |
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Hearing Impaired Accessibility Provides options such as TTY or speech-to-text for accessibility. |
TTY/TDD support documented for accessibility compliance. | |
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Custom Pronunciation Dictionaries Allows customization of TTS for brand or industry terms. |
Pronunciation dictionaries configurable within TTS settings. |
Security and Compliance
(8 Yes /8 Known /10 Possible features)
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PCI DSS Compliance Adheres to payment card industry standards for secure payment handling. |
PCI DSS Attestation of Compliance available for payment IVR. | |
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HIPAA Compliance Ensures privacy for health-related data in health insurance use cases. |
HIPAA eligible environment offered for healthcare payers. | |
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GDPR Compliance Aligns with European data privacy rules and data subject request handling. |
Cloud platform supports GDPR with EU data-center options. | |
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Data Encryption Encrypts data in transit and at rest. |
TLS and encryption at rest are standard security controls. | |
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Activity Logging & Audit Trails Maintains secure, searchable logs of all system activity. |
Audit logs available via admin portal. | |
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Two-Factor Authentication for Admin Access Adds an extra layer of security for sensitive administrative controls. |
No information available | |
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Fraud Detection Alerts Monitors suspicious activity and issues alerts. |
No information available | |
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Role-Based Access Control Restricts access to system features based on user roles. |
Role-based profiles configurable for agents, supervisors, admins. | |
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Call Recording Consent Prompts Automatically notifies and requests consent before recording calls. |
System can automatically play recording-consent prompts country-by-country. | |
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Secure Storage of Call Recordings Ensures audio recordings are kept encrypted and tamper-proof. |
Encrypted call-recording storage in Avaya Media Server. |
Reporting and Analytics
(10 Yes /10 Known /11 Possible features)
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Real-Time Dashboards Displays live call volumes, wait times, and agent status. |
Real-time dashboards are part of Avaya Experience Platform Analytics. | |
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Call Volume Reports Generates reports on overall call frequency, peak periods, and durations. |
Call-volume reporting included. | |
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Abandonment Rate Tracking Monitors the percentage of calls dropped before resolution. |
Abandon rates tracked in queue metrics. | |
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Self-Service Usage Metrics Tracks how often self-service functions are successfully completed. |
Self-service completion statistics visible in reports. | |
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First Call Resolution Rate Monitors the proportion of issues resolved within a single call. |
First-call resolution calculated from CRM wrap-up codes. | |
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Agent Performance Reports Quantifies agent call handling metrics. |
Agent scorecards / performance reports provided. | |
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Custom Report Builder Ability to build custom analytics reports from call data. |
Custom report builder available in analytics workspace. | |
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Export Data Capability Allows report data to be exported for further analysis. |
CSV/JSON export option in reporting UI. | |
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Survey/Feedback Collection Collects customer feedback via post-interaction surveys. |
Post-call IVR or SMS surveys supported. | |
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Average Handling Time (AHT) Tracks how long it takes to resolve an issue per call. |
No information available | |
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Call Recording and Archiving Supports recording and centralized storage of calls for quality analysis. |
Recording and archiving included in platform. |
Scalability and Reliability
(9 Yes /9 Known /10 Possible features)
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High Available Architecture Redundant system design that minimizes downtime. |
High-availability cloud design referenced in SLA documents. | |
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Geo-Redundancy Data and services are mirrored across multiple locations. |
Geo-redundant data centers listed (US-East/West, EU, APAC). | |
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Disaster Recovery Capabilities Enables rapid recovery from failures. |
DR failover procedures detailed in trust center. | |
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Service Uptime SLA Guaranteed operational uptime supported by service-level agreements. |
No information available | |
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Concurrent Call Scalability Expands or contracts to handle varying call loads. |
Platform elastically scales concurrent ports in cloud. | |
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Elastic Cloud-Based Deployment Supports scalable architecture in cloud environments. |
Offered as elastic cloud deployment or hybrid. | |
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Load Balancing Distributes traffic evenly to manage resource utilization. |
Load-balancing across media servers. | |
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Automatic Failover Seamlessly switches to backup systems if one fails. |
Automatic failover between active/standby nodes. | |
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Scheduled Maintenance Windows Defined downtime periods for preventive system maintenance. |
Published maintenance calendars/SWs. | |
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Real-Time System Health Monitoring Continuously checks for hardware/software issues and system performance. |
System health dashboards and alerts. |
User Experience and Customization
(9 Yes /9 Known /10 Possible features)
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Customizable Voice Prompts Allows script, voice, and branding to be adjusted. |
Prompts can be uploaded or TTS-generated. | |
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Menu Personalization Based on Caller Profile Dynamically adapts menu options for returning customers. |
Caller-profile-based personalization supported through CRM data. | |
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Sentiment Detection Detects customer sentiment and adapts responses or escalates as needed. |
Sentiment detection included in Avaya Conversational Intelligence. | |
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Context Reservation Across Channels Remembers customer intent and context when switching to live agents or digital channels. |
Context is preserved when escalating to live agent desktop. | |
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Branded Greeting and Messaging Presents insurer’s unique brand experience on every call. |
Branded greetings configurable per tenant. | |
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Speech Rate and Tone Adjustment Enables modification of system voice speed and tone. |
TTS engine allows speech-rate / pitch settings. | |
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Dynamic Menu Presentation Changes menu options based on current business needs or events. |
Menus can be dynamically altered via APIs or schedules. | |
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Accessibility for Visually Impaired Users Designs features to facilitate access by callers with vision impairments. |
No information available | |
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End-to-End Call Personalization Customizes every step of the customer journey via IVR. |
Personalization framework spans greeting to wrap-up. | |
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Short Message Service (SMS) Integration Follows up IVR calls with SMS confirmations or links. |
SMS follow-ups and notifications integrated in Experience Platform. |
Administration and Configuration
(9 Yes /9 Known /10 Possible features)
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Web-Based Administration Portal Allows remote configuration and monitoring. |
Administration portal is entirely web based. | |
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Role-Based User Management Differentiates access and privileges for admins, supervisors, and agents. |
Role-based user management same as RBAC above. | |
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Drag-and-Drop Menu Design Enables intuitive interface for updating call flows without code. |
Drag-and-drop call-flow designer (Avaya Experience Designer). | |
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Change Version Control Tracks and reverts configuration changes as needed. |
Versioning built into Experience Designer (publish/rollback). | |
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Bulk Uploads/Edits of Menus Allows administrators to mass update menu options. |
No information available | |
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Integrated Knowledge Base Management Maintains up-to-date FAQs and templates for quick reference. |
Knowledge-base widgets can be surfaced via APIs; Avaya FAQ integration. | |
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Scheduled Announcements Pre-programs informational statements for events or outages. |
Scheduled/temporary announcements feature available. | |
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Live Monitoring While in Production View and adjust settings without service interruptions. |
Admins can monitor live traffic while editing flows. | |
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Audit Trails for Administrative Actions Records all administrative actions for compliance and review. |
All admin actions logged (audit trail). | |
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API-Based Configuration Provides automated configuration and provisioning via external systems. |
Configuration APIs exposed for DevOps automation. |
Vendor Support and Service
(9 Yes /9 Known /10 Possible features)
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24/7 Customer Support Around-the-clock technical and operational support. |
Avaya offers 24x7 support plans for the cloud service. | |
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Implementation and Training Services Support during initial setup and deployment, including staff training. |
Professional services provide implementation & training. | |
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Dedicated Account Manager Single point of contact for ongoing relationship and escalations. |
Enterprise customers receive a named account manager. | |
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Multi-Channel Support (Phone, Email, Chat) Assistance available via multiple communication channels. |
Support available by phone, email, and web chat. | |
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User Community and Forums Access to shared knowledge and peer support. |
Avaya Customer Connect user forums. | |
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Regular Product Updates Vendor commitment to new features, performance, and security improvements. |
Cloud platform receives quarterly feature updates. | |
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Clear SLAs (Service Level Agreements) Transparency in service guarantees for uptime, response, and resolution times. |
SLA documents state uptime and response objectives. | |
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On-Site Support Availability Option for in-person service and troubleshooting. |
Option for onsite support via Avaya/partner field engineers. | |
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Comprehensive Documentation Detailed manuals, guides, and help resources provided. |
Comprehensive admin/user documentation provided. | |
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Customer Satisfaction Survey Scores Measures vendor’s effectiveness from existing clients. |
No information available |
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