As part of AWD’s multi-channel capture suite, AWD/Voice routes phone calls intelligently and quickly to support world-class, BPM-enabled enterprise. AWD/Voice provides critical call center functionality such as:

Interactive voice response (IVR) processing

AWD-integrated voice record and playback

Intelligent call routing

Outbound call management

Intelligent work management

AWD/Voice gathers information such as the caller’s phone number, account number, Social Security number, and other vital data from multiple application systems. AWD/Voice then routes the captured data to the right customer service representative’s (CSR) desktop and pops the screen with all of the data required to service the customer effectively – on the first call.