Interactive Voice Response (IVR) is a technology that allows interaction between callers and a phone system to acquire information or leave information on a database. IVR systems offer an effective and money-saving way of handling common customer calls round the clock; the right IVR solution will yield the same information as a live operator at a fraction of the cost.
IVR handles incoming calls seeking or leaving limited information (such as brochure requests and response lines), where self-service works well and live agent intervention can be minimised. Callers now expect, for example, to be handled by some kind of Auto Attendant service on first reaching a company.
There are a number of outbound services that can be completely IVR-based. Data collection of all sorts, and giving notice of events and appointments are two examples.
Benefits include:
- Better use of resources – agents are freed to deal with more complex customer enquiries
- Increased hours of business, without the need for live operators to be on hand
- 24-hour card payments can be taken
- Better routing of calls and reductions in queuing
- Additional marketing opportunities - products, updates, offers or events can be advertised while a caller is on hold
- More powerful databases
- More effective CTI pages
Availacall’s provision of IVR services will be attractive; the high costs of hardware and installation, then technical support and maintenance, make in-house provision expensive.
Availacall’s core IVR services are currently as follows:
Recorded voice announcements, rangingfrom simple announcements to complete information services.
Call pre-screening, where callers select options and are routed to the correct destination, enabling large numbers of incoming calls to be handled, while saving time and money and improving caller experience.
Data capture, when a large volume of calls comes in over a short time; callers are prompted to leave information that can be retrieved later.
Store locator, where incoming calls are routed to the most appropriate person, office, branch, service or source of information.
Auto Attendant, enabling control and routing of incoming calls.
Queue manager, when callers are queued, prioritised and advised of their position in the queue, and announcements are made to prompt data capture, offer call-back and provide marketing information
Ringtones and Logos – these and similar services can be provided and payment made via premium rate phone numbers, so no account or payment details are required.
A very wide range of services and requests for information can be automated by IVR, and prospective clients should ask about new additions to our provision as well as bespoke solutions. |
