Interactive Voice Response (IVR)
Our Interactive Voice Response (IVR) feature interacts with callers, gathers information, and routes calls to the appropriate recipient. Some of your customers may have straight-forward concerns (e.g. checking an account balance or paying a bill) and our IVR feature can help these customers self-serve without using up the time of a live agent. Alternatively, when a customer’s problem are more complex, the IVR system can quickly lead the caller to the most relevant agent available.
Key features of our IVR system:
Streamlined IVR Deployment – Design IVRs that have everything you need, via a user-friendly toolkit that walks you through the process step by step. With an intuitive interface, guided workflow, and in-context tips..
CRM Integration – CRM integration helps agents personalize and better resolve customer calls using computer-telephony integration (CTI) screen pops. With a standard CRM integrations to popular CRM platforms available, caller information is automatically presented to the agents’ desktop screens.
IVR Data & Call Information – Compiles call statistics on a queue-by-queue basis including total calls queued, handled, abandoned, voicemails, call-backs, min, max and average wait times, talk times, as well as wrap times. If needed, identifying data from the IVR system (account number, job number, etc.) can be associated with the call.
Outbound IVR Notification – Automated outbound IVR callouts can connect users to a queue to speak to an agent and can be scheduled to ensure you reach customers at a non-disruptive time.
Multi-Lingual Support – Our IVR system includes multi-lingual support without the need for additional work or set up. I.e. Instead of setting up three individual call-flows for Spanish, French, and English, one call flow can work for all of them.
Private Data Collection – If a user doesn’t want their credit card information to be heard directly by an agent, our solution allows the agent to transfer that person to an IVR menu to input the information. The agent is kept up-to-date on the caller’s progress, and when input is finished the caller returns to the agent uninterrupted.
To learn more about how we can help, please contact Xentrax today.