iCall is STORIS' automated customer contact feature. Use iCall to translate order statuses and delivery scheduling updates into automated telephone messages to your customers. Using text-to-audio voice technology, iCall communicates relevant order information to your customers, including the following:
confirmation of delivery dates and times
open balances on COD orders in the process of delivery
status of back-ordered merchandise
customer survey questions, providing feedback on delivery service performance
iCall has options for your customers including the following:
speak directly with a representative
transfer to a particular department or call center
provide store location information
You can also use iCall's bilingual speaking capabilities to effectively communicate with your customer base. Note that iCall uses RealSpeak for its text-to-speech translation engine.
iCall Voice Processing Control Settings - contains the main iCall parameters.
iCall Voice Processing Server Settings - use if you require multiple iCall servers.
Logistical Route Settings - use the iCall Earliest Stop Subtract Minutes and the iCall Latest Stop Add Minutes fields to specify a range of delivery times for a selected route
Customer Settings - use the iCall Language field to specify the language you want iCall to use for selected customers.
Warehouse/Store Location Settings - use the iCall Customer Service Telephone and iCall Customer Service Extension fields to provide customers with access to additional information during calls made by iCall.
iCall Voice Processing Abbreviations Settings - specify translations for a user-defined list of abbreviations.
Use the following routines to schedule iCall jobs:
Schedule Completed Order Calls - manifested order delivery notifications
Schedule Delivery Date Calls - scheduled order delivery notifications
Schedule Merchandise Receipt Calls - back-order fill notifications
Schedule Survey Calls - delivery satisfaction surveys
iCall Job Record Maintenance Screen - view additional information on a selected iCall job, and/or edit information on the job such as scheduled date or priority.
Monitor Automated Voice Jobs - view iCall jobs for a selected iCall server.