DeKalb County to Use Microlog IVR System
November 15, 2012
By Rachel Ramsey
, TMCnet Web Editor
Microlog Corporation, a provider of interactive voice response (IVR) and call center software solutions for government, healthcare and lotteries, has been awarded a contract from the DeKalb County, Georgia Department of Treasury and Accounting for its IVR system.
Microlog designs, implements and services patented software applications that enhance the productivity of the customer contact center experience, as well as providing consultation on a variety of system integration options.
With multiple patents in voice processing, Microlog has helped organizations greet and manage callers with superior telephone-based customer experiences for more than 25 years. Its IVR system offers speech recognition, text-to-speech, Web support, multiple language support and reporting.
The IVR system will be used to enable citizens to make inquiries regarding water account information and make bill payments via telephone on a 24/7 basis. The DeKalb County Department of Treasury and Accounting/Water Sewer Billing (WSB) bills and collects for the Department of the Watershed, reaching about 249,339 residential customers who are billed bimonthly and approximately 16,116 non-farm business customers who are billed monthly.
"Microlog is pleased to welcome DeKalb County to its family of customers," said Microlog CEO Richard Meccarielli, in a statement. "We are looking forward to supporting the requirements and building a long standing relationship going forward."
The Microlog IVR system will also encompass features such as statistical reporting, equal access for the hearing impaired using TTY signaling and the option to create custom phone applications for automated surveys. The system will also allow the county to create static notification lists, such as emergency contacts, or import random caller lists and configure the system to contact the caller list, play a specific message and give the caller predefined options to respond to the message.
Edited by Rich Steeves