Interactive Voice Response Systems
We are all familiar with that lovely voice telling us to “Press 1 for English,”, but many managers, entrepreneurs and CEOs don’t understand the value that this simple tool will bring to their company.
Interactive Voice Response (IVR) is a telephony menu system that enables identification, segmentation, routing of callers to the most appropriate agent within your team, and next generation self-service operations. It is a simple and effective and will significantly reduce costs and increase efficiency within any company.
Give Your Customers an Experience That No One Else Can Offer them with our features rich IVR system
- Collect information about your customer’s needs and transfer calls to the most appropriate agent or department depending on their IVR input. When calls are directed to agents using technology, the probability that the caller will be transferred to the wrong agent or department will be significantly reduced.
- Be as mobile as your customers. Deliver a seamless, persistent customer experience with mobile capabilities. Dynamic menus let customers check order status, connect with tech support, talk to a live agent. Customers hear estimated wait times and the option to receive a return call. Full context is provided to the agent, so the agent is always prepared to assist customers.
- IVRs allow your customers to solve their own problems and obtain the information they are searching for without speaking with an agent. Automated customer service made simple. Account balance check, fund transfer, cheque blocks, etc can be automated and performed with our IVR script
- IVRs allow you to prioritize calls based on the caller’s value. When a high-value customer calls, the IVR will route them to the agent who is most qualified to meet their needs. If all of your agents are busy, they will be directed to the front of the waiting queue. Your team will never lose a high-value customer due to poor customer service or a slow answer time.