Interactive Voice Response (IVR)

Voice response technology has long been used to automate benefit administration activities. By combining carefully scripted voice systems with participant responses (via the key pad or voice recognition), the IVR can be an efficient means of handling select benefit transactions or inquiries.

GLS uses an IVR system internally designed and developed for the benefits environment. Our system anticipates a high degree of client-specific customization, facilitated by its use of modular design, object-oriented programming and benefit templates. Experienced business experts will work with you to design the call flows and custom scripting that best fit your unique IVR objectives.

Beyond meeting your custom IVR needs, GLS provides you with all of the corresponding telecommunications support. We can relieve your support staff of Personal Identification Number (PIN) maintenance, voice recording and transcription, real-time data validation, and IVR-PBX integration issues. Meanwhile, you can offer a wide range of IVR services to your participants, including:

• Open enrollment
• Ongoing new hire enrollment
• Demographic and dependent data collection
• Reimbursement account balances and inquiries
• Seamless transfer to other service providers or carriers
• Opt-out to benefit administrators.