The use of IVR and voice automation enables a company to improve its customer service and lower its costs, due to the fact that callers’ queries can be resolved without the cost of a live agent who, in turn, can be directed to deal with specific areas of the service.
If the caller does not find the information they need, or require further assistance, the call is then transferred to an agent who can deal with them directly through CTI integration.
This makes for a more efficient system in which agents have more time to deal with complex interactions, for example, customer retention, up selling, cross selling and issue resolution. This way, the customer is more likely to be satisfied with a personalized service and the interaction is likely to be more fulfilling and rewarding for the agent, as opposed to dealing with basic inquiries that require yes/no responses, such as obtaining customer details. Employee satisfaction is important in any industry due to the fast turnover of staff; IVR is therefore one way of retaining a workforce and allowing them to do a more effective job.
Intelligent Voice Response (IVR) is a mechanized telephony framework that associates with guests, accumulates data and courses calls to the proper beneficiary. An IVR framework (IVRS) acknowledges a mix of voice phone include and touch-tone keypad choice and gives proper reactions as voice, fax, callback, email and maybe other media.
An IVR framework comprises of telephony supplies, programming applications, a database and a supporting foundation. Normal IVR applications include:
- Bank and stock record adjusts and exchanges
- Studies and surveys
- Office call steering
- Call focus sending
- Basic request entrance exchanges
- Particular data lookup (film plans, and so on.)