A huge amount of information in countless databases is electronically stored and is available only to all those who have an appropriate connection to the local computer system. This means that the information is unfortunately often only used inside the own company.
Much of this information may however also be interesting or even necessary for a larger audience. An employee, which gives this information to the outside through the phone, is often the only interface to your customers.
Often the request is also about placing an order over the phone.
Interactive voice response is the generic term for automated call processing (=> Wikipedia). It is a phone technology that allows a computer to detect voice and touch tones using a normal phone call. The IVR system can respond with pre-recorded or dynamically generated audio to further direct callers on how to proceed. The calls are received and answered by a computer system . The interconnection of voice, SMS, fax, Internet services and corporate databases, creates entirely new solutions in automated communications.
Interactive voice response systems provide automated dialogs for processing customer calls. The caller uses the phone keyboard (DTMF / Touch Tone) to navigate through a structured menu.
IVR in dialog with your customer, can receive around the clock customer number, order number and quantity.
Through the direct connection with the computer system and corporate database, a post-processing of the order, such as when using voice mail, is no longer necessary.
Interactive voice response is often criticized as being unhelpful and difficult to use. Mostly this is however not the fault of the IVR system, but a result of poor design and lack of appreciation of the caller’s needs. It is therefore very important to carefully design your IVR to provide the caller’s needs promptly and with a minimum of complexity.
By connecting your telephone and computer infrastructure through our IVR software (INS), you create an IVR information and ordering system, which allows the close contact with your customers around the clock. By using several phone lines in parallel to answer calls simultaneously, you are always available. You can distribute specific information or accept orders without burden your employees with this routine work. This saves you a lot of valuable time and money.
If the customer requires personal advice from an expert, he can do this during office hours with a simple key stoke. The employee that is now freed form the routine work has enough time to answer to all individual questions. This differentiated contact possibility and the availability around the clock, finally signifies for your company a significant improvement in customer friendliness. INS will obviously not be able to handle all your callers, but about 30 to 50% of your routine tasks can be automated like this. When you convert this to staff costs, this means already a tremendous savings.
Examples of IVR
- IVR Information on the phone, e.g. train and flight schedules, product information
- Automatic appointment / reservation on the telephone, eg Ticket Hotline, catalogue orders, phone banking
- Automatic Switchboard / transfer
- Prequalification and authorization of callers, eg query the customer number and PIN
- Intelligent waiting areas of call centres
- Announcing fault management
- Televoting, gambling on the telephone