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Rent Balance and Payment
The IVR can also be utilized for calling residents regarding overdue / owed balances and will play a message defined by the Housing Authority notifying the resident they are overdue and read back any information contained within their record. The IVR can offer the resident the ability to pay their bill electronically or be transferred to a service representative if desired.
Wait-List Status
The solution includes the Caller Inquiry Package Application which prompts the applicant to identify themselves through some numerical information (i.e. Social Security Number, Account Number, etc). Optionally, the system can utilize speech recognition to include alphanumeric identifiers. The system will then interface with an external system or database to retrieve information on the caller. After information is retrieved, the system will perform business logic checks to determine what information should be spoken back to the caller such as application date, application status, caller could not be identified, eligibility of caller, and previous balance. The application can offer a menu selection to update numeric caller information like phone number.
Out-Bound Notification System (ONS)
Outbound notification campaigns are supported by the IVR through the Centurion Outbound Notification System that allows the Housing Authority to define each campaign and the rules associated with the notification campaign. Rules include when the campaign is to run, if call retries are desired in the event of busies or no answer, and if a message is to be left on answering machines or voice mail. At the conclusion of a campaign, an itemized and summary report is provided.
