Case Study - IVR Solutions

IVR Solutions: Case Study - Talk to a Doctor

Requirements:

Callers to be connected to a Qualified Doctor specialising in the field of concern
Callers to be connected quickly
Callers to be able to speak to the same Doctor at a later date if needed
To meet all current regulations
Doctors to be able to work shift patterns, by logging on / off through a website or telephone
Doctors to change the telephone numbers where they receive the call, from a UK landline / mobile or international number
Doctors to be able to use their existing telephone number and know when a user of the service is calling
For account holders to be able to play in advance and call a non premium rate number
An alternative methord from premium rate to pay for the service (credit card)

Solution (backend):
A web interface was provided to allowing the following.

The client to add new Doctors
For Doctors to be assigned PIN numbers
To specify which fields Doctors have experience in
To save all recordings for regulatory purpose (only accessible by the client)
For the client or Doctors to change the telephone number of where calls are routed to
For the client to see which Doctors are logged on, how long they have been logged on for, how many calls and the total duration of calls a particular Doctor has received
To set the amount of minutes available to account holders and allocate account and pin numbers to these

Solution (IVR):
An IVR solution was provided setup as below.

Click on the various stages of the flow chart below to see how the IVR solution works.