IVR – Interactive Voice Response is the prominent tool for a business for creating a brand awareness in the form a self-help tool from the customer’s standpoint. Today, the importance of IVR Solution in a business has increased many folds as it provides customer engagement and customer service without a human intervention. However, user-friendly and customized solution for handling increased call volume with a professional touch is an added advantage.
Office24by7’s SMART IVR is one such an automated personalized voice response system that saves time on manual call forwarding by connecting callers to their favorable endpoints. It is efficient in routing high call volume to definite destinations with a number of options to choose from.
Office24by7’s SMART IVR comes with the flexible features:
- Flexible and Intelligent Call routing system
- Systematic programming through a User-friendly Interface
- Multilevel IVRS
- Feedback IVRS
- Audio Store
- Sticky Agent
- Voice mail Integrations
- Call forwarding feature
- Programmable Extensions
- Post call Survey
- Furnished API’s to integrate third-party tools
- Real-time Analytics
The best thing that comes in your business while introducing such a hosted or On premises IVR Service is an increase in customer base as it stands as a state of the art in engaging customers allowing you to record personalized voice message instantly or by uploading custom audio files. This solution funnels out the callers into logical groups before routing to agents. In addition to the fluctuations like business hours, holidays, staff or anything, an IVR Solution routes calls in the best possible way to miss not a potential opportunity proving an effective solution for customer engagement and reducing business expenses.
Vice versa……when the customer could not find a right path, with just a press, a telephonic session with a live agent is an unfolded reality. Also, SMART IVR help your customers with a Sticky Agent feature allowing them to interact with the same agent for swift resolutions.
SMART IVR solution is scalable, redundant, easy to implement, customizable as it is configured through a single Virtual number without a physical existence. It is efficient with a zero downtime as it is tied with multiple, un-paralleled redundant servers and backup efficiency.
When it comes to metrics, IVR solution serves best with an ability to track high call volume, call origin, time frame, agent and time of the day scheduling to handle the call peak hours. The real-time status of calls allows tracking agent performance and productivity, reducing average call handling time and first call resolutions because of the well framed flexible features.