An Interactive Voice Response software has various features and functionalities that help optimize both the contact center’s effectiveness and the customers’ experience.
A contact center is not your typical call center. For one, it is able to serve customers in different communications channels.
The evolution of a call center to contact center has been brought about by the developments in modern technology. As modernization is continuously shaping the market world, so does the need for enhanced customer service experience. In terms of the contact center industry, an Interactive Voice Response (IVR) plays an important role in the initial interaction of customers to a business.
Interactive Voice Response (IVR) in contact center
Interactive Voice Response (IVR) refers to a telephony software that is utilized in contact centers. This technology enables businesses to communicate with their customers via automated menus. This functionality also allows callers to self serve by following the recorded instructions and typing in their responses.
In some cases, voice recognition is used to determine the caller’s response. IVR also serves as a guide for callers to be directed to the appropriate department or contact center agent.
Contact center IVR functionalities
An Interactive Voice Response software has various features and functionalities. These components help optimize both the contact center’s effectiveness and the customers’ experience. Other useful functionalities of IVR are as follows:
Customized greetings and prompts
IVR enables companies to set up recorded greetings or prompts as their opening spiels. This gives the callers a more personalized customer experience. Some companies may also opt to use the pre-recorded IVR messages instead of recording their own.
Automatically collect callers information
In this functionality, IVR collects information about the caller’s needs. Depending on the caller’s responses and inputs, the call will then be transferred to the correct agent or department. An IVR software reduces the chances of calls being diverted to the wrong department or agents.
Automate customer support
As mentioned earlier in this article, IVR has a self-service feature that enables customers to solve their concerns on their own. This functionality allows consumers to get the information they need without having to talk to a contact center agent.
Measure customer satisfaction
Customers may tend to give incorrect feedback as they may be uncomfortable with giving negative feedback to the agent they’re speaking to. Contact center agents may transfer the call to IVR instead after interacting with the customers. This software has a post-call survey functionality that helps contact centers to obtain accurate results.
Easily handle high call volumes
An Interactive Voice Response software minimizes instances of callers having to wait in a long queue. Customers are instantly directed to the appropriate agents or departments that will cater to their type of needs or concerns. Some IVRs also have a feature that offers customers to have an agent return their call if they prefer not to wait in a queue.
In conclusion, Interactive Voice Response (IVR) makes it simple for customers to solve their problems. More so, it also makes it simpler for agents to execute their tasks more effectively.
