Full-fledged IVR solution to enhance your customer calling experience
Centralized business numberAdd multiple agents and departments behind one virtual phone number.
IVR greetingWelcome your callers with a customized and professional voice message.
Call routingCallers can easily connect with their concerned department/agent basis their input in IVR menu.
Call recordingCustomer conversations are automatically recorded and stored on cloud for future purpose.
Call reportsCheck the number of your missed, attended, and outgoing calls agent and department wise.
Timely follow-upEnsure effective follow-up on your missed customer calls with timely notifications of the same.s
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IVR Systems and Solutions – FAQ
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.