TEMPLE INTERACTIVE MEDIA LIMITED

Interactive Voice Response IVR

We provide full support of Temple Interactive Media IVR platform and software. This includes design, development, testing, implementation and documentation. Temple IVR systems are used for credit card payments, voicemail, voting and information services. Voice interface using telephone keypad or Speech Recognition to connect to databases and APIs.

Features

• System design and assurance
• Full support on developing new services
• Performance tuning
• Fraud detection
• Custom design and integration
• Dedicated Server and platform design
• IVR Service Menus and Design
• ASR Voice Recognition and Machine Learning
• Database and third party API integration
• Dynamic IVR Menu design

Benefits

• Reduce deployment times
• Reduce business risk and costs
• Improve efficiency of call handling
• Access flexible design patterns
• Exclusive control and management of systems
• Machine Learning
• Dynamic IVR Menus to reduce cost and improve customer satisfaction

£0.02 a transaction

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at timhayes@timedia.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

681343856295164

Contact

Tim Hayes
07963212476
timhayes@timedia.co.uk

Planning

• Planning service: Yes
• How the planning service works: We provide full support on the design, development, implementation and testing of IVR services on Temple Interactive Media IVR
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with: Temple Interactive Media IVR

Training

• Training service provided: Yes
• How the training service works: We provide full training on the use of Temple Interactive Media IVR systems. The training is provide on-site at the buyers chosen location and covers all aspects of service design, development, testing and implementation. ; We provide training on performance monitoring and enhancement. We also provide training on interpreting network reports such as BT Inbound Analyst reports and comparing those reports with Temple IVR statistics.
• Training is tied to specific services: Yes
• Services the training service works with: Temple Interactive Media IVR

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: We are experienced in migrating IVR services from existing systems to the Temple Interactive Media IVR cloud. We can provide the same or enhanced functionality of existing Cisco or Avaya based systems or cloud based Centrix systems. ; Based on the current services we develop IVR services that can mimic their current IVR implementation using call flow data. We can develop call plans from the existing IVR systems based on the current systems functionalities. Therefore, we can migrate IVR from "black box" systems.
• Setup or migration service is for specific cloud services: Yes
• List of supported services: Temple Interactive Media IVR

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: In accordance with our standard development procedures we are experienced in ensuring services are delivered to the highest quality and the the performance meets or exceeds the buyers specifications. ; ; We have developed a testing matrix to allow us to test each element of the service and ensure the service is operation according to the agreed call plan. We can also load test the system to determine the performance in real life scenario. Load testing is done done both at the application and service layer.; ; We work with buyers to develop the individual testing matrix for each service and load testing metrics. We integrate custom metric monitoring points into the design build to ensure real time quality assurance and performance.

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Buyer hosting or software
  • Hosting or software provided by your organisation
• How the support service works: We provide full support of both Temple Interactive Media IVR platform and software services.

Service scope

• Service constraints: Standard support is remote.; ; Enhanced support is available on site.; ; We can provide live broadcast network support for mass call events with network support from BT.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Within 24 hours
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Support levels: We offer two levels of support:- 1. General service support included at no additional charge Issues that may be disruptive, but do not require immediate response aim to be resolved the next working day. 2. Telecoms issues, calls / messages not being handled, engaged tones or service failure aim to resolve in 4 hours Live support Critical issues during a live TV broadcast. Ongoing real-time response and support Ongoing real-time response and support Ongoing real-time response and support. Cost from £500 per hour including network support engineers.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Developed Vetting (DV)

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  Equal opportunity

  Equal opportunity

  Temple Interactive Media is committed to encouraging equality, diversity and inclusion among our workforce, and eliminating unlawful discrimination.; The aim is for our workforce to be truly representative of all sections of society and our customers, and for each employee to feel respected and able to give their best. ; The organisation - in providing goods and/or services and/or facilities - is also committed against unlawful discrimination of customers or the public.

Pricing

• Price: £0.02 a transaction
• Discount for educational organisations: No

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at timhayes@timedia.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.