IVR Solution

What are the essential features of IVR Service for business growth?

IVR

It is not an exaggeration but IVR Service itself is a customer support program. Interactive Voice Response is a pre-programmed voice assistant that is equipped with some information customers frequently look for.

Also, IVR can help the customer with certain operations such as booking a slot or a ticket for a journey, etc. On a basic level, IVR is designed for 2 things. Firstly, reduce the call flow and route them; secondly, respond to customer calls when executives are not on board.

What is Interactive Voice Response?

It is automated software programmed to manage the call flow. It can keep the calling customer on hold while interacting with options where a customer can choose the preferred selection. Once the customer selects an option, the program responds accordingly with a service or by routing the call to the agent.

Why Does a Business Require IVR Service?

Generally integrated with virtual phone systems, IVR Service can make the entire telecommunication very flexible while managing calls. It serves the agents as well as the customer, acting as a perfect intersection.

IVR can divert incoming calls by reducing the call flow and it will solve most of the issues with its pre-programmed information. Thus, only complex issues are routed to the executives.

Perfectly redirecting the calls to the concerned department or an agent needs a program.

Most importantly, IVR can provide the customer’s basic data for better analysis of the issue, especially for customer care agents.

Now, let us dive deep into the subject of how IVR can help in business growth with its features.

It can prioritize calls:

This pre-programmed system can recognize high-value customers and urgent calls that need attention. IVR calls related to loyal customers or urgency are routed to the best-qualified agents. If the executive is unavailable, such calls will queue, ensuring no important call is skipped.

Cost Effectiveness:

Every business leader must be aware that IVR (which is perfectly programmed by an expert analyst) can remarkably ignore the need of a human agent, almost solving every minor issue of the customers.

This is how it can save the investment and helps your customer care executive spare their valuable time only on important calls.

Reduces Long Waiting Time:

Any customer calling the support team expects a quick response. But, it is not always possible if the incoming call flow is high and it can annoy the customer easily, leading to frustration. 

Within that waiting time, IVR can collect the required information from the customer by the options he selects.

IVR can analyze LMS:

With the help of advanced technology, IVR can prioritize customer data and analyze the probability of lead generation and management.

Best Call Experience:

It is unnecessary to describe why customers get frustrated, especially while calling the support teams. Firstly, they come with an issue and want a quick response that they cannot expect to be immediately fulfilled.

In such a case, IVR interacts with the customer to analyze the customer’s problem providing some possible solutions. If the customer is still unsatisfied, the call will be forwarded as soon as possible to the concerned agent.

A best-programmed IVR can promote your business brand, making the conversation more engaging. IVR numbers act as the medium to carry out the process.

Present IVRs are Scalable:

Cloud-based telephony is flexible to integrate any new infrastructure and business requirements changes. Accordingly, cloud-based IVRs are customizable and have productive features such as intelligent call routing, multilingual and many more helpful features. 

Through such artificial intelligence, virtual IVR can be customized for needed services and make your telecom system more productive.

Round the Clock Service:

This is a prime feature of cloud-based IVR systems. Because customers can receive a response anytime as it is online. Besides, if needed, the call can be redirected to the remote team or your mobile if you integrate it earlier.

Personalized Self-Service:

Think of the simple issues. People tend to reach out for these too. But, with the introduction of the IVR system, customers can solve their minor problems just with a call and without any human assistance. As already informed, at times of high call flow, interactive voice response will serve its best by solving and reducing the calls.

Summary:

Summing up the above, the IVR system is beneficial to any sized business. It is affordable and it reduces the investment too. This can help the customer and agent simultaneously ensure customer satisfaction. Advanced IVR integrated with cloud-based PBX will be the best-preferred option currently.

Thanks to the technology, IVR service providers are enhancing the quality of the call, Services, customer engagement, and solutions by providing access to information. 

Grow your business and π’Žπ’‚π’™π’Šπ’Žπ’Šπ’›π’† the π’‘π’“π’π’…π’–π’„π’•π’Šπ’—π’Šπ’•π’š with the industry’s best business communication service.

For more details, visit our website and start creating wonders in your organization right away.

For More Info or Book, Your Free Demo Today click here.

Posted by vitelglobal in IVR Solution, 0 comments

What is the future of IVR-based telecom services?

IVR Solutions
IVR Services

Introduction of IVR-based Services in the future:

As we have already discussed in the previous blog about what is IVR and its Benefits, it’s time to advance in the discussion about how important IVR usage will be in the future!

IVR of Interactive Voice Response is an automated system integrated into a business’s telecom system especially to handle and streamline the call flow. In simple terms, customer support teams mostly use this service.

IVR has numerous benefits in its application and also, and there are some advanced types with voice recognition. 

While used by a customer support team, IVR can control call flow, enabling the agents to concentrate on the client’s or customer’s issue and think about the call burden he has to face.

Interactive Voice Response, while routing calls also solves most of the customer concerns with its pre-programmed options.

Industries that use IVR:

As we all have heard of an IVR at some point in the past. It is useful to companies or industries that have to answer a great number of customers. But, the most probable industry is Telecommunication, as customers call customer support for their inquiries, needs, issues, or complaints.

In addition, Banks use IVR as an extension of their customer service 24/7. Similarly, airlines, insurance companies, hospitals, etc.

Where does IVR stand in the future?

Now, this is to understand that everybody gets benefits as it guides the customer towards self-service. The customer can get his requirement sorted in most cases. 

Yet, more than half of the customers wish the live agent assistance. In fact, this is feasible as the customer, if intends to reach out to the customer care team, is facing an issue that is worth listening to. 

Most of the time, customers yell at the agents after bearing some time with IVR till their call is routed to the agent. In such a case, we could expect customers to voice out stress, frustration, or even anger.

Chatbot:

A chatbot is a true diversion in customer support where customers can interact with a live agent for his queries or assistance.

Again, a chatbot has its own menu of the questionnaire before the live agent replies the customer. The pre-programmed list of questions in the chatbot might ask the customer about his details. It also asks what he is looking for to forward his information to the sales or the customer care agent for further assistance.

However, according to a recent survey, there is an increase in the number of operational call centers and that beckons a need for more IVR with advanced technology.

Chatbot has a great benefit when compared to IVR. If it exists, the main disagreement of customers with the unwanted menu is pre-programmed with generalized queries for the customers.

Artificial Intelligence:

With the advancement of technology, integrating artificial intelligence will always help organizations to reduce problems. 

Voice and AI combinations are probably personal voice assistants. For example, Siri and Alexa. Moving forward with time, there is an estimation that billions of more voice assistant users will come in the future.

Visual IVR:

The visual IVR is an advanced form of the traditional one. Customers can interact through the visual interface or by touch/click commands. It can lessen the call duration by more than 3 minutes minimizing the AHT (Average Handling Time) of your customer support agents.

NLP and NLU:

Both the NLP (Natural Language Processing) and NLU (Natural language Understanding) are the interfaces between the user and the system to process his requirement. NLP is part of the interface and it processes the voice understandable to the system and it determines the necessary action through NLU to reduce the call duration and the waiting time.

Conclusion:

The scene in the past was not as it is in the present day. Companies must maintain a dedicated team to maintain and program the IVR system. It is hard re-program if the company intends to. 

But, today, organizations use cloud-based IVR, which is flexible and easily scalable. Besides, nothing is much tough to install, maintain, change or unsubscribe from in the digitalized world.

Cloud IVR is extremely flexible, where your call center agents can program auto-attendants and could plan and edit the questions with voice prompts. This is how a call center team can customer the IVR based on the requirements. 

Such technologies can save time and solve customer issues simultaneously with better customer satisfaction.

Thanks to the technology, IVR service providers are enhancing the quality of the call, Services, customer engagement, and solutions by providing access to information. 

Grow your business and π’Žπ’‚π’™π’Šπ’Žπ’Šπ’›π’† π’‘π’“π’π’…π’–π’„π’•π’Šπ’—π’Šπ’•π’š with the industry’s best business communication service.

For more details, visit our website and start creating wonders in your organization right away.

For More Info or Book, Your Free Demo Today click here.

Posted by vitelglobal in IVR Solution, 0 comments

What Is IVR (Interactive Voice Response) & How Does It Work?

IVR Service Provider
IVR Service

IVR stands for Interactive Voice Response. Generally found in business systems mostly used by customer care teams, IVR has many benefits to offer. Let’s discuss this innovative digital feature in this blog.

What is IVR (Interactive Voice Response)?

IVR (Interactive Voice Response) is a set of recorded messages in a voice (or sometimes text-to-voice technology) interface that keeps the callers engaged when there is a high call flow. In most cases, The IVR numbers allow the caller to opt and access information without assistance. 

Yet, if the caller cannot get the information he is looking for with IVR, the call will be routed to a live agent for better assistance. If a company integrates its software with IVR, this helps to increase the call flow while minimizing the wait time. All this leads to the intended customer satisfaction.

Factually, the IVR software can be customized by changing the programmed menu. Nowadays, technology is advancing, and new forms are being developed. Using them, the caller can not only choose from the pre-programmed menu (touch-tone system) but also place his request verbally. The software, through speech recognition, can respond.  

How Does IVR Work (Interactive Voice Response)?

Before constructing an IVR system, there is a need for some basic components.

  1. A TCP or an IP network provides internet/intranet to the system.
  2. There must be a dedicated database to provide the required data
  3. A server where all the IVR applications go live. This server can host multiple applications simultaneously.

Types of IVRs:

Touch Tone Replacement IVR:

This is the most common system used. The touch-tone system enables the customer to choose the options by pressing the numbers per IVR’s guidance.

Directed Language IVR:

The directed language IVR system is pre-programmed with certain verbal prompts. For example, if the customer is already on the route, the system might ask him verbally to choose between the 2 options provided and the customer must choose.

Natural language IVR:

This is the advanced technology in IVR where the system will ask the question about what the customer is looking for and the customer might answer with his interest in accessing the information.

What are the Benefits of the Interactive Voice Response?

In fact, IVR has a lot of benefits to offer any organization. This automation tool has competitive advantages in ensuring customer satisfaction. Find some of the key benefits below.

Security:

Regarding technology, advancement is always better. Some IVR systems ask for voice recognition to validate the customer’s identity. Such a feature will add an extra layer of security to the database protecting the sensitive personal information of the individuals as well as the company. 

Low Operational Costs:

The Interactive Voice Response is very cost-effective and finds how! No organization can completely rely on a human resources every time. This automated system keeps the customer engaged or solves the customer’s concern if possible. It helps in controlling the call flow at times. Also, this will create a way for the customer to access the information during off-peak hours, such as holidays and non-working hours.

Call Routing:

The IVR system provides the required information to the customer. If the customer still wants to know more than the information in the pre-programmed system, the customer’s call will be routed to the representative. 

Minimal Errors:

It can stop errors from happening because the call routing or controlling is not done by a but by the system entirely. This measure can minimize any errors that used to take place.

What are the limitations of IVR?

Unwanted Communication: 

If the customer is already in rage, due to any flaw in the product or your service, he will not be ready for this IVR to listen. This automated voice response might frustrate him more as there is no one to understand his problem.

Long Call Duration:

Everything has its flaws when it comes live. Even if the service has advanced technology, it addresses the most common and frequently asked questions. For the IVR system to completely present the available services, customers might feel uncomfortable listening to unnecessary data.

Complex Options:

Customer satisfaction is most affected as the customer might want to reach out to one option out of all provided. As the motive of the IVR is understandable to current customers (to streamline the call flow in the call centers), this might annoy the customers while listening to the more complex IVR menu.

Conclusion:

As we know, every product or service has its benefits and limitations, and it is better to validate its worth by comparing its pros and cons so that one could prefer one among them. But every technological advancement would help cut down the cons to satisfy the users and their customers.

Thanks to the technology, IVR service providers are enhancing the quality of the call, Services, customer engagement, and solutions by providing access to information. 

Grow your business and π’Žπ’‚π’™π’Šπ’Žπ’Šπ’›π’† π’‘π’“π’π’…π’–π’„π’•π’Šπ’—π’Šπ’•π’š with the industry’s best business communication service.

For more details, visit our website and start creating wonders in your organization right away.

For More Info or Book Your Free Demo Today click here.

Posted by vitelglobal in IVR Solution, 2 comments