IVR is the self-service solution your business needs!
IVR telephony menu systems use speech-recognition and/or touch-tone technology to enable the identification, segmentation and routing of callers to the most qualified agents. With IVR technology in place, companies benefit from optimized customer service practices and enhanced operational efficiencies.
By automating simple, repetitive customer calls and interactions, agents and staff are made available to handle more complex and valuable inquiries. In many cases routine calls are also the most frequently occurring, and they can easily be dealt with via a voice, text or web-based self-service approach, providing a quick and effortless experience to the customer and significant cost savings to the business.
An inbound IVR system automates the call answering process, and enables customers to perform actions without the aid of a live person. Specific use cases may include making a payment, changing a flight or altering an order. An outbound IVR system can be used to automatically and proactively distribute communications to customers. Examples can include alerts regarding overdrawn accounts or fraudulent activity, or actionable reminders of upcoming deadlines, appointments and payments.