State departments of transportation are always looking for a better way to serve customers in the Division of Motor Vehicles (DMV). In October 2006, a premier provider of diversified business process outsourcing (BPO) and information technology outsourcing (ITO) solutions called us to oversee an operation that would include live customer service support and development and operation of a DOT’s Interactive Voice Response (IVR) system. We frequently partner with clients who seek our expertise in building and developing scalable IVR systems. Our clients are constantly looking for ways to improve IVR system performance, and they require the kind of detailed reporting we provide to make critical business decisions.

Intelemedia has the expertise, employees, documentation, reports and commitment to deliver top quality work each and every day. We have successfully implemented thousands of IVR applications over the past 12 years, including brand new IVR systems, major modifications and add-on applications. We developed a unique platform that provides a distinct advantage within the call center/IVR system. Our modular system design allows implementation and application changes to happen within hours or days rather than weeks and months.

For DOTs, we frequently incorporated script changes in the same or next business day and automate more functions, which help raise their IVR containment rate. The combination of Intelemedia providing IVR expertise and development resources and our client providing project management and technical and operational expertise has produced a great IVR solution for state DOTs.