Interactive Voice Response (IVR) System for your Business
Explore how an intelligent IVR system can empower your call centre agents to handle more calls efficiently and effectively, while increasing the satisfaction level of your customers.
What is IVR?
IVR is a technology that allows businesses to interact with customers through pre-recorded voice messages using DTMF input through a keypad. An IVR system enables you to identify every caller’s need and route them to the best-suited agent based on their input and skillset required for the query.
Why Do Businesses Need IVR?
A big enterprise, like a healthcare provider, financial services or retail store with a large number of customers, is bound to have different queries and concerns from the customers coming in. It will also be natural that certain agents are better skilled at handling specific customer queries than others. This can lead to an inefficient usage of resources where a less efficient agent spends more time on a query that could’ve been handled faster by another agent. An IVR system can be used to manage the routine queries and freeing up the precious resource time for handling critical queries.
Additionally, Intelligent Virtual Response systems with Artificial Intelligence helps businesses optimise their agent’s time and provide a better experience for their customers.
What are different types of IVR System?
IVR for Self-Service
Interactive voice response system (IVR) is a technology that automates telephone services by allowing users to respond to automated prompts via voice commands. The self-service IVR transfers a call to a live agent only for critical queries or something which is more specific in nature.
Agent-assisted IVR software enables contact centres to seamlessly integrate voice recognition technology into their existing IVR systems. The agent-assisted IVR software helps to cut costs and stream operations by assisting customers with basic questions, reduce call volume, and ease wait times.
Leverage the Power of Conversations
When Do Businesses Use an IVR Number?
Real-time customer engagement
Welcome your callers with a customised and professional voice message.
Automation of customer support
Enabling the callers to get a self-serve tool and create a better user experience.
After Business Hours Customer Support
Set up a pre-recorded message for a caller who calls post business hours, also allow them to to leave a query or schedule an appointment.
Enhanced User Experience
Use advanced voice recognition system that recognizes caller intent and responds with relevant options.
Customer conversations are automatically recorded and stored on cloud for future purpose.
Check the number of your missed, attended, and outgoing calls agent and department wise.
Ensure effective follow-up on your missed customer calls with timely notifications of the same.
How IVR is the best Choice for businesses?
Increases Customer Acquisition – Reduces repeat queries
Increases Customer Engagement – Reduces agents hold time
Improves Revenues & Efficiency – Reduces costs, time and risks
Mtalkz’s Smart IVR Solution for Enterprises
Create an IVR that meets the needs of your business. Custom IVR flows can be created with welcome scripts, professional messages, best old music, and action-driven number dialling. Our team ensures that the entire flow is in line with the goal of customer engagement and satisfaction.
Easy and flexible configuration of your IVR workflow is possible with Mtalkz IVR service. We offer high levels of flexibility when designing IVR flows, allowing you to record and play custom prompts, intelligent call diverting, queue up management, and establishing business hours. Everything can be accomplished with simple drag-and-drop options.
An Interactive Voice Response System or IVR helps businesses and service providers direct their customers to the correct department, reduce wait times and automate processes. An IVR system can also be used for other purposes, such as a quiz or contest that promotes your business and its services. An IVR helps you to ensure that your agents spend less time on monotonous tasks and more time doing what they love most – interacting with people who are eager to buy your services and products.
This is especially helpful for inbound call centres in banks and telecom service providers. Since the Callers reach an IVR by pressing numbers on your main call-in number, it’s important that the agent knows what each option means, and how he can help the customer. Use the configurable IVR set up that informs the agent about the IVR data corresponding to the DTMF input entered by the caller.
IVR helps you to streamline your processes while your agents are busy. It is possible to configure controls to play hold music or product updates during peak call times. This makes your agent comfortable and also ensures that all the calls are answered in less than 1 min. You can also ensure that your most valuable customers are transferred to the most skilled agents through configurable routing.
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IVR Systems - FAQs
Interactive Voice Response system are automated and step workflow based response systems that are implemented to guide callers through a set of questions and responses. This gives two major benefits, one its highly scalable and can take care of a large number of callers at the same time without increasing manpower, second it gives a professional and standardised response to users. In addition the responses of users can be recorded and further passed on to other CRM systems for further analysis, segmentation and action.
IVR Systems work by congregating incoming calls to a software and by playing prerecorded messages to the users. Now a days its not required for any organisation to buy costly EPABX systems or locally implement the telephony systems. Technology has progressed and these systems are now available in SAAS (Software as a Service) model over the cloud.
Some of the benefits of using an IVR are: –
– It can be personalised- Set-up personalised greeting or prompt to seamlessly transfer the call to live agent when customer requires detailed information.
– Increases inbound Call Capacity- The inbound calls are efficiently routed to the agent or department which is best equipped to handle the said issue. Even if the customer has to sometimes wait in the queue, the waiting time is comparatively shorter than in the cases where the IVRs are not being used.
– First Call Resolution- An IVR solution with its intelligent routing features ensures that the customers connect with the most capable agent in the first attempt. By reducing the time taken to confer with various agents or passing the call around, the customer query can be resolved faster with minimum waiting time and thus, lead to higher customer satisfaction.
IVR Service are plans that are offered by various Cloud Telephony providers. Here subscribers can choose from various options of incoming numbers, working hours, standard responses, integrations and total number of minutes to be used per month. This is fully customisable so that subscribers pay only for the service they use and can customise to their organisations requirements.
Yes Mtalkz offers IVR solutions that can be customised for International requirements. We offer IVR services across the world.