Interactive Voice Response Services (IVR)
With the Interactive Voice Response (IVR) capabilities you can automate some or all of your customer interactions. IVR gathers customer information and matches it with data from back-office systems to fulfil customer enquiries or requests without the need to transfer to a live agent. Your customers can find quick answers to basic questions and avoid long hold times and your agents are afforded more time to handle complex, potentially revenue generating interactions.
Benefits to Customer
Informed whilst waiting
Options for Message or Live Agent
Saves Time Waiting
Choice in their Hands
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Business Benefits
Reduce staffing expense
Increase overall capacity
Provide real time access to information 24/7
Honest feedback by customers
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Application
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With ACD capacity
The ability to route calls by agent skills and customer value.
- Marketing surveys
Either while waiting for agent connection or after live call.
- Opinion polls
For honest feedback for research you need.
- Proactive Customer care
campaigns
Play non-marketing messages to get certain company information
across in bulk.
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