Intelligently route inbound calls to your contact centre agents based on their skill sets. Automate repetitive and routine tasks, and improve productivity of your agents.
We free up your agents to focus on more complex inquiries, improving efficiency and reducing response times.
Through our intuitive IVR feature, inbound calls are routed to the right agent for efficient handling.
DISCOVER MOREOur Call Queuing function keeps your callers on hold when all the available agents are busy. We route the caller to the next available agent.
DISCOVER MOREWith our solution, you can program IVRs to seamlessly conduct automated surveys from your callers after interacting with your agents. Our solution enables you to easily collect feedback from your clients after a call for quality monitoring purposes.
DISCOVER MOREOur platform can enable you to program IVRs to enable your callers to request a callback should all the agents be engaged. Do not miss any call!
DISCOVER MOREAn IVR (Interactive Voice Response) system is an automated technology used in contact centres to improve customer interactions. It serves as a self-service method for callers, allowing them to communicate with the system via spoken words or keypad tone. The IVR directs callers through a menu of alternatives, allowing for easy navigation and guiding them to the right department or information.
An Interactive Voice Response (IVR) system acts as a virtual receptionist, communicating with callers via pre-recorded prompts and keypad inputs. As callers move through the system’s menu selections, the IVR leverages their input to route calls to the correct destination, give information, or conduct transactions. By interacting with backend systems, the IVR can retrieve tailored data, increasing the efficiency of client engagements.
It works by directing callers through a series of prompts to provide a smooth and participatory experience. If necessary, the IVR can route callers to live agents, ensuring a seamless transition from automated to human-assisted services. This technology improves customer interactions, operational efficiency, and the entire contact centre experience.
IVR improves operational efficiency by automating basic operations like presenting information or transferring callers to the appropriate department, hence lowering the workload on agents. This results in faster issue response and shorter wait times for clients. Secondly, IVR helps to save costs by processing a large volume of incoming calls without requiring excessive human interaction.
Furthermore, the system functions 24 hours a day, seven days a week, making it ideal for global or round-the-clock organisations. IVR systems also provide individualised interactions by linking with customer databases and displaying relevant information depending on caller history. Overall, IVR systems improve customer satisfaction, expedite operations, and optimise resource use in contact centres.
While Interactive Voice Response (IVR) systems have numerous benefits, they also have certain drawbacks. One prominent disadvantage is the possibility of a lack of personalization and human interaction. IVR conversations, while automated, may struggle to understand complicated questions or provide the compassionate responses that human agents can. This constraint might cause consumer dissatisfaction, particularly in complex situations that require a more specialised approach.
Furthermore, some clients may prefer to speak with a human agent rather than using IVR menus, which they consider impersonal. Design errors or complex menu layouts can worsen the problem, producing confusion and frustration. As a result, striking the appropriate balance between automation and human interaction is critical for a successful IVR implementation in a contact centre system.
Some of the key features of IVR include:
Automated call routing: IVR efficiently routes incoming calls to the right departments or agents based on consumer inputs or specified criteria, resulting in a quick and correct resolution.
Call recording: Some IVR systems provide call recording, which helps with quality assurance, compliance, and training for agents.
Call analytics: Analytics tools can be used in IVR solutions to track and analyse call data, offering insights into consumer behaviour, preferences, and system performance.
Improved Customer Experience: IVR systems make customer interactions easier by offering quick and efficient self-service choices. This leads to speedier issue response and a better overall customer experience.
24-7 Availability: IVR ensures that your firm is available to clients around the clock. It can manage routine questions and transactions outside usual office hours, serving a global or diversified consumer base.
Efficient Call Routing: IVR routes incoming calls to the proper departments or agents, decreasing wait times and connecting clients to the right resources quickly.
Cost Savings: By automating key operations and providing self-service choices, IVR minimises the pressure on human agents for regular requests. This can result in cost savings in terms of
labour.