IVRS(Interactive Voice Response System)
Through DeGS, Mamta wahan call center with a solution to automate its cab booking process for pregnant women.
Two incoming numbers are being Provided::
IVR would forward calls to drivers present at that location, and upon confirmation sms containing driver and pregnant women details would be exchanged with each other.
- Number A : Will handle inbound calls made by pregnant women / family members.
- Number B : Number for drivers to update their location
Family member (Caller) calls on Number A (Inbound number) to book a cab.
Caller presses 1 if he / she knows the area code, else presses 9 to talk to call center executive
All the drivers present in that area are called in parallel manner
Driver that picks up the call is patched with the caller and they are able to speak
Post call sms containing details of each other are exchanged
In case the caller presses 9, call is transferred to the call center executive
Call center executive speaks to the caller and based on his area code patches the driver by pressing *1# on his / her phone
All three members i.e. caller, driver and call center executive are placed in call
Post call sms containing details of each other are exchange
Driver calls Number B to update their location or checkout
On Calling IVR will play the following message – “Welcome, Please press 1 to update your location, or press 2 to checkout”
On Pressing 1 message following message will be played – “Please enter your location code”
Driver will punch in the location code and confirmation will be played. When driver calls for the first time he will automatically be checked in
On pressing 2, driver would be checked out and system will not contact to allocate a booking
IVR will also play a message – “Thanks for checking out” when driver presses 2