API Console

Swagger | Microservice

Executive Summary

This service domain operates the telephone channel infrastructure, including the IVR and any other automated devices as appropriate. This includes handling default routing rules and intra-day/session adjustments to deal with peak load or other operational variations

Examples of Use

Example of use:The numeric menu is adjusted to increase self-serve activity during a period of peak loading (this could be implemented in the IVR in a more sophisticated set-up)

Role Definition

This service domain handles the operation of the PBX/telephony infrastructure which can include embedded IVR capabilities. The PBX system will have close integration with the call center and E-Branch capabilities depending on the degree of computer telephony integration (CTI) and cross channel support 

Related Business Scenarios

Develop Opportunity
Handle Failed Self Service Product Application
Handle Request for Token Assurance

Core Business Object

Voice Channel Session

Key Features

  • Handle in-bound customer voice contacts
  • Provide out bound voice connections voice
  • Handle service issue reporting and resolution