IVR CLOUD SYSTEM: Our cloud-hosted Interactive Voice Response (IVR) enables any organization to stand out in the market by automating the business communication. It can handle massive numbers of calls by recognizing, segmenting, and routing them. With its auto-receptionist feature, it eliminates the need for live operators and provides callers with predetermined interactive alternatives.
A caller can select either an automatic response or a transfer to the appropriate department. Appropriate responses can also be supplied via voice, fax, call back, email, and text. You can personalize the IVR to match your specific company needs, increasing efficiency and drastically lowering expenses.
Key Features of Rich IVR System For Your Every Need –
- Call Routing: You can construct custom flows for the IVR to route calls to a specific agent, queue, or department based on user input, time settings, or other parameters.
- Call Recording: Record each incoming and outgoing call and preserve it in HD format. It gives a wealth of information for training, quality assurance, problem resolution, and making better business decisions.
- Call Analytics: Analyse IVR metrics like first-call resolution, response time, misroute calls, and others to understand the behaviour and issues of the customers.
- Multi-Level IVR: Expand your phone menu with our multi-level IVR solutions. Customers can choose from a variety of possibilities, and based on their selection, they are invited to choose again.
- Intuitive IVR Dashboard: The user-friendly IVR dashboard allows you to do all tasks from a single interface with great convenience and agility. Manage, report, and monitor IVR campaigns with a few clicks.
- Email Notifications: Receive email notifications for every conversation answered via IVR for your company. Our IVR allows you to deliver notifications to your clients after each engagement.
- Welcome Message: Greet customers with pre-recorded messages and add a professional touch irrespective the size of your business. The welcome greeting can be the standard or customised message.
- Music On Hold: Fill-up boring waiting time with the soothing music while your customers are on hold either in a queue or being transferred to another department. Use promotions and advertisements as good alternatives to music on hold.
What are different types of IVR System?
Interactive Voice Response (IVR) systems are automated telecommunication systems that engage with callers, collect data, and route calls to the correct recipient. IVR systems can range in complexity and capability based on the demands of the company.
Benefits of IVR Systems –
- Improved Efficiency: Automates basic chores and call routing, allowing live agents to focus on more complicated situations.
- Cost-Effective: Reduces the need for a big staff to handle calls, resulting in cheaper operational costs.
- Enhanced Customer Experience: Quick access to information and services, resulting in shorter wait times.
- 24/7 Availability: Customers can access information and services outside of usual office hours.
The following are the different types of IVR systems:
- Basic IVR Systems
  Description: Callers can browse through a series of prompts by hitting keys on their phone’s keypad. These systems provide basic call routing and menu options.
  It’s Features-
- Simple menu-based navigation.
- Basic call routing to specific departments or extensions.
- Commonly used for straightforward tasks like selecting language options or routing calls to the correct department.
- Self-Service IVR Systems –
  – Description: These systems allow callers to complete tasks without the need for a live agent. They are commonly used for tasks like checking account balances, paying bills, or tracking orders.
  – It’s Features:
- Allows callers to perform tasks via the phone without agent assistance.
- Integrates with databases to provide real-time information (e.g., account details, transaction history).
- Reduces the need for human intervention, improving efficiency and reducing costs.
- Outbound IVR Systems
  – Description: Outbound IVR systems proactively call customers to deliver messages, conduct surveys, or send reminders. They are often used for appointment reminders, payment due notices, or customer feedback surveys.
  – It’s Features:
- Automates outbound calls to a large number of recipients.
- Delivers pre-recorded messages or gathers customer input through keypresses.
- Can be scheduled to reach customers at optimal times.
- Inbound IVR Systems
  – Description: Inbound IVR systems take incoming calls and direct them through a menu of options to offer information or route the call to the relevant department or agent.
  – It’s Features:
- Directs callers to specific departments or services.
- Provides self-service options to reduce call volume to live agents.
- Can handle high call volumes by automating responses to frequently asked questions.
- Hosted IVR Systems
  – Description: Hosted IVR systems are cloud-based solutions controlled by a third party. These systems are accessed via the internet, which eliminates the need for on-site hardware and maintenance.
  – It’s Features:
- Cloud-based, with no need for on-site hardware.
- Scalable for dealing with different call volumes.
- Provides seamless connectivity with various cloud-based services and CRMs.
- The service provider manages and updates the system, lowering IT overhead.
- Hybrid IVR Systems
  – Description: Hybrid IVR systems integrate on-premises and cloud-based components. They provide the flexibility of a hosted system combined with the control of an on-premises solution.
  – It’s Features:
- Combines the benefits of both on-premises and cloud-based systems.
- Provides greater flexibility and control over the IVR system.
- Can be tailored to meet individual business requirements while maintaining scalability and ease of use.
- Speech-Enabled IVR Systems
  – Description: These systems employ voice recognition technology, allowing callers to communicate with the system by expressing their responses rather than using the phone keypad. They are more user-friendly and capable of handling complicated interactions.
  – It’s Features:
- Uses natural language processing (NLP) for speech recognition.
- Allows callers to answer using voice commands instead of pressing buttons.
- For enhancing the customer experience by providing a more genuine contact.
- Can handle more complex queries and provide detailed information.
- Multi-Channel IVR Systems
  – Description: Multi-channel IVR systems link with a variety of communication channels, including SMS, email, and social media, allowing users to communicate with the system via their preferred medium.
  – It’s Features:
- Supports multiple communication channels beyond voice, such as SMS, chat, and email.
- Provides a consistent customer experience across different platforms.
- Enhances customer engagement by offering various ways to interact with the business.
- Visual IVR Systems
  – Description: Visual IVR systems enhance traditional IVR functionality by displaying a visual interface on smartphones or web browsers. This allows users to operate the IVR system through a graphical interface rather than listening to audio prompts.
  – It’s Features:
- Provides a visual menu on mobile devices or websites.
- Simplifies navigation by reducing the need for complex voice menus.
- Enhances user experience, particularly for smartphone users.
- Allows for a more interactive and engaging customer journey.
- Conversational IVR Systems
  – Description: These modern IVR systems combine artificial intelligence (AI) and natural language processing (NLP) to conduct more human-like discussions with callers. Instead of scrolling menus, callers can simply announce their objective, which the system will comprehend and respond to.
  – It’s Features:
- Uses AI and NLP for understanding natural language inputs.
- Provides a more intuitive and human-like interaction.
- Can handle complex requests and provide personalized responses.
- Machine learning allows for continuous learning and improvement.