Architect allows auto attendant designers to link together predefined operations to create simple or sophisticated menu applications. Non-programmers can create and manage menu interactions by completing and linking forms in Architect. Architect compares calls to user-defined profiles that determine the scheduled processing. For example, use Architect to complete the following actions:
- Play prerecorded messages, receive inbound calls, and route inbound calls to queues.
- Look up information in a database, pass control to a submenu, or perform dozens of call control operations.
- Transfer calls to an agent, operator, or queue.
- Dynamically convert text to speech.
- Offer a submenu.
- Search an employee directory, and more.
Architect provides complete control over what happens when users press each key. For example, Architect can play a prerecorded message, route the call to a queue, look up information in a database, or pass control to a submenu. Link Architect’s predefined operations together any way you want to create sophisticated menu applications.
Architect empowers non-programmers to manage the interactions that callers encounter when they phone your business. By filling out forms, you can configure menus, operator access, direct dialing, and dial-by-name services.
Advantages of an Architect implementation
- Architect is written for non-programmers, with a non-system administrator in mind. It is easy to use, yet powerful. Use it to create sophisticated interactive voice response (IVR) menus.
- Architect is visual. It displays hierarchical relationships between configuration objects, and flags errors before publishing configurations. This feature makes the system easy and safe to use.
- Architect doesn’t require special hardware. Upload pre-recorded .wav files as prompt resources, or record new ones within Architect using a browser.
- Architect is flexible. You can publish configurations to Genesys Cloud, export them to a file, or import them from a file. Architect tracks configuration status. If a user is editing a flow, then Architect locks files to prevent conflicts.
- Architect is robust. It provides the ability to control calls after Genesys Cloud has routed them to a queue. You can gather information from a caller or use caller-entered data in another menu interaction. For example, you can ask a user to enter a PIN number and then use it to look up an account balance that the system reads back to the caller.
- Architect is precise. It compares calls to user-defined profiles that determine the scheduled processing. For example, Architect can filter inbound calls using DNIS or ANI information associated with the call. Afterward, Architect selects the most appropriate call processing based on the time of day. For example, Architect can present one menu to callers during business hours and another menu after business hours. You can customize IVR interactions to any extent required.