IVR for Self-Service
An Interactive Voice Response (IVR) System or automated voice allows businesses to service high call volumes at a lower cost.
We identify and Route Every Customer Call To The Best Suited Agent based on Caller’s Input with an Intelligent IVR system.
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.
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.
Use personalization to create customized greetings that build trust.
Easily integrate your IVR with your existing systems and reduce additional work.
Improve key self‑service metrics and increase automation to reduce the need for live agent involvement.
Keep agents engaged with high‑value customers to improve employee retention and lower hiring costs.
The customer dials the customer care or contact number published by the company
Caller dials the DID or Brand’s contact number
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
Looking for Agent interaction
Once the caller dials the desired 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 improve caller’s experience
Inbound IVR systems are largely in demand for customer support, tracking, and related domains. They can be used to reroute the call to the right department, to send information via SMS, and more.
IVRs can also be used for outbound calls, meaning that an automated message is played when the person on the other end responds. They are largely used for feedback systems and surveys.