What is IVR ?
IVR or Interactive Voice Response is a system used to partially or fully automate your incoming calls. Many call centre's are using interactive voice response technology as an Auto Attendant to guide their callers through to the relevant department. It replaces the job of the receptionist and the caller can get straight through to their desired department quicker and more efficiently. No more busy or engaged signals and absolutely ZERO missed calls!
IVR can however offer much more than just an Auto Attendant service; clients can integrate their Databases into an application to enable callers to fully automate the contact process.
IVR can fully link into CTI (Computer Telephony Integration) to allow for full cross platform integration, so before your agent answers the phone they are prompted with the callers specific details.
An IVR system often contains hardware and server software that can analyse both tone inputs and voice recognition
A) Touch Tone response;
The caller enters information via their touch tone phone keypad, often taking the form of numerical information but can also merge with keypad data (characters on keypad)
B) Voice Recognition;
Another product of IVR is voice recognition, which allows for responsive actions from the caller
IVR Information:
Can route calls to the appropriate person within a department based on touch tone or voice
Using voice recognition coupled with touch tone a caller can use self service features such as listening to their account details (like telephone banking)
IVR is considered the second most used telephony technology after ACD (automatic call distribution)
Global CCS IVR
The Global CCS IVR provides network-based, interactive voice response services,
providing complete customised programming of call handling applications. NIVR
speeds the caller to fastest point for information through sophisticated
multilingual voice recognition and response technology. The service enables
agents to redirect calls to other agents, or conferencing in, anywhere to solve
the caller's problem quickly, without tying up valuable IVR capacity.
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Call Centres:
If you already have an IVR which is not scalable and comparable with CTI then give us a call or fill in our online quote form. Get a NO-OBLIGATION free quote and let us show you the benefits of our professional expertise in the telecoms industry.
We are not tied down to a particular phone operator or systems manufacturer, which means our products and services are fully tailor made to your call centre needs.
An IVR will streamline large call volumes and direct the user to the specific department or relevant 1st line support.
We have been established and providing IVR services to large blue chip companies for over 10 years!
GET A FREE NO OBLIGATION QUOTE TODAY
IVR Features:
Routes calls to appropriate department or person based on tone's entered through the callers telephone keyword (touch tone) or via speech input
Identification and authentication of the caller prior to access to an agent (brings up automatic records and account information of the caller ready for the agent)
Segmentation and differentiation of callers depending on the relationship of the caller with your business allowing premium call handling. There are many benefits of this, e.g. if you have a user who is on a gold SLA, then the IVR will recognize this and apply premium queuing
Studies indicate that due to recent advancements in IVR businesses with an IVR present can actually increase customer loyalty, satisfaction, customer retention and call speeds.
You can link in IVR to our wide range of non-geographic phone numbers;
0844 Phone Numbers | 0845 Phone Numbers | 0870 Phone Numbers | 0871 Phone Numbers | 0800 Freephone Numbers
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Elite IVR
All your calls will be answered in a professional manner and will give the
caller options allowing their call to be managed effectively. Callers are
handled immediately and efficiently, getting to the nature of their enquiry.
Elite Bespoke IVR
As with Elite IVR but with additional innovative products dependent on your
needs. These include Professional Voicing & Scripting, Network Queuing, Time of
Day call plans, Divert on busy – no answer, Call Ratio Plans. The message is
absolutely bespoke, maybe carrying a professional voice that suits your brand.
Your customer feels special.
Elite Professional Voicing & Scripting
We develop your scripts and all aspects of your messages are selected: Voice,
Words, Accent, Gender – all perfectly selected and created so that it coincides
with the way you like to do business.
IVR Voice Reponse Detailed Information
IVR or Interactive Voice Response is a telephony technology where someone uses a touch-tone telephone to interact with a database to acquire information from or enter data into the database. Most people are familiar with IVR applications as these include commonplace IVR applications that allow users to retrieve information such as bank balances, flight schedules, and movie show times from any telephone.
The benefits of using IVR are that IVR technology does not require human interaction over the telephone as the user's interaction with the relevant database is predetermined by what the IVR system will allow the user access to. As such, IVR systems can greatly reduce the amount of time and resources required to provide customers with often simple information. IVR technology enables a wide variety of services to be provided and using IVR results in significant savings of both time and money.
From a customer's point of view, IVR technology means that up-to-date information can be obtained or provided instantly and easily via IVR without having to speak directly to a person. IVR may not be to everyone's tastes - particularly those who still feel the need for some human interaction even for the simplest of tasks, but the fact that the use of IVR technology has become so widespread indicates that the benefits of IVR far outweigh any potential benefits of those organisations where the use of IVR is not commonplace.
IVR technology today is also used by companies gathering information with IVR ensuring telephone surveys can be carried out with a minimum of fuss and also, by using IVR, relevant user information can be provide via the IVR system without the need for lengthy delays before a call is answered.
As technology improves, IVR systems are becoming ever more apparent and with most people living busier and more stressful lives, the time and frustration that IVR can save is undisputable. |
