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IVR Solutions

What is IVR?

Interactive Voice Response (IVR) is a technology to automate your inbound calls by allowing businesses to interact with customers through pre-recorded voice messages with DTMF input using a keypad. An IVR system interacts with callers, gathers some essential information, and routes call to the appropriate agents.

Why Do Businesses Need IVR?

There are a number of benefits of an IVR software solution for different industries. For eg. A banking IVR can be used by customers to know their bank balance while freeing the customer service executive time to manage critical queries. Among others, an IVR solution helps to increase customer service efficiency, handle incoming call spikes ,boost customer satisfaction when complemented with auto call backs. If set up correctly it can uplift your customer experience.

What are different types of IVR System?

IVR for Self-Service

An IVR System or automated voice allows businesses to service high call volumes at a lower cost. It can identify and route callers, and resolve their queries without transferring to a live agent. Calls are transferred to live agents only when the caller requires further assistance.

Hosted IVR

When an IVR solution is installed on a hosted software platform, it allows businesses to access the IVR application on the internet. This enables businesses to deliver 24/7 customer service, even after office hours. It helps you gain loyalty and improve customer satisfaction rates.

Agent-Assisted IVR

An agent-assisted IVR software helps a contact center to optimize its operational costs while delivering consistent customer service. The agent can dynamically direct pre-recorded messages to initiate a conversation with the customer, without the customer knowing about the agent’s involvement.

When Do Businesses Use an IVR Number?

Automate Customer Care

Provide the callers with an option to self-serve while automating routine queries

Collect Feedback

An IVR dialer is an effective channel to gather callers’ feedback or run a survey

After Hours Customer Support

Play a pre-recorded message mentioning you are closed and your office timings for post office hours calls

Personalized Experience

Customize your IVR flow and messaging based on callers’ region, transaction history, or other relevant factors

Reduce Operational Costs

IVR systems replace a receptionist or a customer service agent who answers calls and directs calls to agents

Improve First Call Resolution

Direct callers to the most appropriate department and qualified agent to avoid call transfer and increase customer satisfaction

Setting up your IVR for the Call Center was Never this Easy!

How does IVR Work?

Caller dials the DID or Brand’s contact number

The customer dials the customer care or contact number published by the company.

Caller greeted with pre-recorded Message

A pre-recorded message greets the customers followed by prompts asking for relevant DTMF input via dial pad

Information transfer to Caller

Once the caller dials the desired IVR input a simple CRM data fetch is possible , the required information is relayed back to the caller e.g Bank balance, EMI Date, Card Block request etc.

Looking for Agent interaction

Once the caller dials the desired Agent interactionIVR input( Press 9 for talking to agent), caller either waits in queue or is connected to the right agent or department for assistance. In case a queue is busy one can also deploy an auto call back to caller, to enhance confidence and improve caller’s experience

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