IVR Systems Scope, First-class Customer Service

Did you know that interactive voice response systems help you to provide assistance and information on a 24-hour, 365-day basis?

The importance of these applications resides in the fact that they are a means whereby clients can contact you wherever and whenever the need arises. Their auto‑attendant capabilities welcome callers while offering a series of useful self‑service options, which range from pressing a key to simply performing voice commands so as to be forwarded to a given department or carry out a specific operation.

The scope of IVR technologies has widen to such a large extent that nowadays it only takes a call for taxi cab service providers to know exactly where to send a driver without the need of a third party taking notes of passengers’ location and particulars.

Customer service and support is a factor in which the vast majority of companies barely invest, hence it is not granted properly in most of the cases. Nevertheless, since poor customer experiences lead to significant losses of profits, it is of the essence that both help and answers are readily available to end users at all times.

The aforementioned scenario is what an automated telephone system achieves; whether or not you have enough agents to take calls at any hour of the day, clients are still able to communicate with you around the clock. As a direct result, your expenses are immediately reduced (by deploying human resources only when needed), your corporate image is improved, your operational efficiency is increased, and business data is easily exchanged.  

In addition to functioning like a virtual receptionist, IVR solutions can help you to transfer calls to particular extensions or areas, streamline processes, collect information via key‑pad entry, reduce waiting times, offer interactive courses of action, and allow clients to directly access their accounts, among many other things.

There is a wide variety of platforms in the contact center industry that can deliver these results; they are differentiated by their features and prices. However, when acquiring one of them, you must pay close attention to its short and long-term benefits based on the following characteristics:

  • Mission-critical infrastructure; it must guarantee that your operations will be up and running regardless of any external factors (this is of the utmost importance). 
  • Programmability and configurability; it must enable your staff members (whether experts or not) to customize the options flow.
  • User-friendliness; it must reduce the learning curve among your representatives.
  • Modular scalability; it must be suitably efficient when applied to a growing number of ports.
  • Intuitive graphical interface; it must be easy to manage.
  • Analytics and reporting; it must be able to generate result statistics on demand.
  • Language manager; it must support multiple languages (this is fundamental for reaching a broader audience and expanding your brand across countries).
  • On-the-fly changes; it must be capable of adjusting to any code modification in real time.
  • Technical support; it must be furnished along with multi-tiered troubleshooting resources.
  • Database connections (XML, HTML, FTP, etc.)
  • General technical considerations (which are not necessarily complicated); i.e. integration with auxiliary technologies, TCP/IP and TDM connections (R2 & ISDN), industry-standard programming languages, quick development tools, compatibility with protocols like TCP/IP, TDM, VoIP, etc.

 

IVR applications can also be aimed at several schemes; for instance:

  • Balance inquiries
  • Unified messaging
  • Subscription services
  • Opinion surveys (televoting)
  • Market research
  • Database querying
  • Point-of-sale (POS)
  • Calls routing
  • Voicemail and telephone directory
  • Staff management
  • CTI screen pop
  • and many more…

 

All of these functionalities are possible through the use of different technologies: Text to Speech (TTS), which converts any written text –like figures or messages– into natural sounding voice to provide data; Automatic Speech Recognition (ASR), which detects and processes intelligible spoken instructions to perform a given task –thereby proving useful in hands-busy, eyes-busy situations–; and Dual Tone Multi Frequency (DTMF), which is used worldwide in modern telephony to determine the destination of calls.

Stop servicing your clients only within specific schedules!

Nuxiba has the right cloud-based IVR system for you.