IVR & Voice mail solution SDP
IVR service
Interactive Voice Response (IVR). 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.
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
Agent-assisted IVR software helps a contact center to optimize its operational costs while delivering consistent customer service. 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 business use an IVR number?
Automate Customer Care
Provide the callers with an option to self serve while automating routine queries
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Personalized Experience
Customize your IVR flow and messaging based on callers' region, transaction history, or other relevant factors
Collect Feedback
An IVR dialer is an effective channel to gather callers' feedback or run a survey
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Reduce Operational Costs
IVR systems replace a receptionist or a customer service agent who answers calls and directs calls to agents
After Hours Customer Support
Play a pre-recorded message mentioning you are closed and your office timings for post office hours calls
Improve First Call Resolution
Direct callers to the most appropriate department and qualified agent to avoid call transfer and increase customer satisfaction