IVR systems enable users to retrieve information including bank balances, flight schedules, product details, order status, movie show times, and more from any telephone. Adding to their inbound call handling capabilities.
Fast setup with templates and pre-built applications allowing inbound IVR conversational flows, or applications, to be built and deployed in minutes and complex IVRs to be stood up in days.
IVR systems are increasingly being used to place outbound calls for tasks such as delivering or gathering information for appointments, past due bills, and other time critical events and activities.
A real-time contextual preview of customer data and interactions up until that point empowers agents to be truly helpful and productive while reducing customer stress levels.
IVRs allow you to prioritize calls based on the caller’s value. When a high-value customer calls, the IVR will route them to the agent who is most qualified to meet their needs. If all of your agents are busy, they will be directed to the front of the waiting queue. Your team will never lose a high-value customer due to poor customer service or a slow answer time.
Startups and smaller companies can use IVRs to make it appear that their company is larger than it actually is. If you only have a few people in your company, you can configure IVR prompts that allow callers to talk to sales, support, marketing or technical support, etc. Regardless of what department the caller choses, they will be routed to the person on your team assigned to answer all of the calls. With an IVR your customers will be impressed with your company’s professionalism.