INTERACTIVE VOICE RESPONSE SYSTEM
Welcome to voice services and today we will be talking about Interactive Voice Response (IVR). A powerful web-based system used for call handling and messaging solutions. In this article we will talk about IVR system and its benefits.
what is Interactive Voice Response?
Interactive voice response is a web-based phone system designed for building complex called handling and messaging solutions. In other words, it is an automated phone system technology that allows your customers to access information and services about your company and there by getting quick results. The interactive voice response system is designed to assist your business phone agents. It is not developed to take over or replace your business phone agents. With this technology, customers can get vital information or get their needs resolve without necessarily having to speak to an agent.
How Does The IVR System Work?
As stated earlier, IVR stands for interactive voice response and is help to solve complex call and messaging in a call center or company telephone system. IVR work with pre-recorded messages and it allows callers or customers to interact with your company or business phone system by giving them choices via a voice response or a menu. It then performs actions based on the response of the caller or customer through the phone keypad or voice recognition. The IVR work with other features of your telephone system and here is how it works work with other features.
Once a call is received and greeted by the auto-attendant of the ACD (Automatic Call Distributor), your IVR kicks in and presents the caller with the phone menu.
The caller interacts with the IVR phone menu. Callers are presented with a series of options. Most IVR systems use dual-tone multi-frequency tones or DTMF tones to interact with your caller, which is just the technical way of saying that it uses the caller’s telephone touch-tone phone keypad.
Newer cloud contact centers have also adopted voice response through speech recognition in their IVR features, which allows callers to interact with the system using their own voice.
As the caller navigates the menu, their query or purpose for calling can be resolved through the IVR self-service process. If not, the call will be sorted into a category by the IVR. THis is the qualification phase, which will then trigger the skills-based routing feature. IVR allows the system to identify the agents that have the skills to handle the caller’s needs. The ACD then routes the call to an available qualified live agent.
What Is The Use Of IVR?
IVRs are widely used by contact centers, companies or businesses to improve customer support. Having Interactive Voice Response IVR features in your company’s telephone system is a great achievement and it also means that you are putting your customers at the centre of your business. The IVR system is designed and used to automation of simple and complex processes to provide self-service options to callers or customers.
Benefits Of Interactive Voice Response (IVR)
No doubt IVR is here to help solve the human inability ( to respond timely) by allowing your company telecommunication agents pre-record messages there by, solving customer’s request timely even without directly talking to any agent. Here are some of the benefits of Interactive Voice Response IVR.
- Leads to better customer service
- Reduces manual errors
- 24/7 availability
- Help you project a more professional image
- Improve agent performance and morale
- Send mass notification in bulk
what Can The IVR System Do?
- Access account information
- Fill up lead forms and surveys
- Make small payments or Transfer funds
- Set PIN numbers or Change passwords
- Reducing abandoned calls
- Enhanced employee productivity
- Enhancing the customer experience
- Automatic Callback option
- Look up information
Why Interactive Voice Response?
Today, companies and businesses use interactive voice response for a number of reasons;
- Inbound calls: companies now use interactive voice response to reduce the number of live calls handled by a live agent to a minimum and it is believed to have lowered the call cost.
- To provide customer service agents with real-time intelligence about the caller such as account verification, payments and Call drivers.
- To enhance the customer experience. This is done by offering self-service functionality to customers to solve simple account enquiries.
Do you know that you can save thousands of Dollars by simply Installing Interactive Voice Response (IVR) system on your company or business telephone system? Yes of course! very possible. The IVR help to reduce the number of wasted talk time there by lowering the cost and not just that, it also provide a better customer experience.
Recommendations
IVR is one of the most effective ways for lowering your company or business phone bills. It also help to equip business phone agents for a greater productivity and enhance customer overall experience. But unfortunately, Finding a reliable interactive voice response IVR provider(s) is not an easy task. But this is why I am here to guide you. Interactive Voice Response (IVR) in a business phone system is very reliable but it can as well ruin customer experience and probably lost of customers when poorly implemented. I still vividly remembers how I abandoned a particular bank for poor IVR system and customer support. Now let’s start!
First, move your phone system to the cloud. If your business is still using an on-premises PBX, please consider moving it to the cloud and see your business grow rapidly. Secondly, Look for a secure, reliable and cost-effective IVR provider. Don’t worry I’m here to help! Keep reading to discover the best IVR system software providers. There are different companies out there with different IVR softwares. Unfortunately many of them are not reliable and virtually have nothing to offer. Here I’m going to list the best Interactive Voice Response software providers. They are tested and confirmed to be reliable, secure, and cost-effective. Choose any of these providers below and see your business grow. my best is nextiva.
Best IVR Providers
Nextiva
Nextiva is an award-winning cloud-based voice-over-internet-protocol provider. Use Nextiva’s Advanced IVR to build a custom interactive voice response system. You Can do the following with Nextiva advanced IVR.
- Improve Call routing efficiency
- Reducing abandoned calls
- Collecting credit card payments securely
- Optimizing employee productivity
- Enhancing the customer experience
Visit Nextiva directly here to find out more.
RingCentral
RingCentral is another reliable IVR software provider. It is cloud-based voice-over-internet-protocol provider that offers IVR features. Some features and benefits includes;
- Reducing of manual errors
- Improve agent performance and morale
- 24/7 availability
- Access account information
- Make small payments or Transfer funds and many more.
Visit RingCentral here to find out more.
JustCall
JustCall is a cloud based voice over internet protocol provider that offers IVR features for Contact centers, companies and businesses enterprises. With JustCall you can activate your IVR systems to create an interactive menu for your customers, set up options based on digit based inputs from your customers and direct calls to any of your your concerned departments. JustCall is tested and reliable, it’s services are very affordable. It also offers a 14-day trial. Still in doubt, Kindly visit their website here and see for yourself.
Freshworks (Freshdesk Interactive Voice Response Software)
Freshworks is an internet-based voice-over-internet-protocol provider. It basically offers three types of IVR; the Single-level IVR, Multi-level IVR, an Speech-enabled IVR. Freshworks has all the great features you need to improve your customer support. Freshdesk contact center IVR lets you route your customer calls to teams or agents with a customizable call flow mechanism. Here is Freshworks website.
At this Junction I would like to appreciate you (all my readers) for showing interest in my articles, I’m very grateful. Please feel free to always use the comment box to make your input. Want to contact me directly? Very simple use the available email address to contact directly and I would be glad to reply you. Thank you!
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