Interactive Voice Response (IVR) is an automated telephony system that interacts with callers, gathers information and routes calls to the appropriate recipient.
Ameyo's IVR System is built directly into the Ameyo's call center software.
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Quintessentially, Interactive Voice Response (IVR) System solutions have used pre-recorded voice prompts and menus to present information and options to callers, and touch-tone telephone keypad entry to gather responses. Modern IVR solutions also enable input and responses to be gathered via spoken words with voice recognition.
Enterprises are increasingly turning towards IVR System to reduce the cost of common sales, service, collections, inquiry and support calls to and from their company. Ameyo’s IVR Solution ensures just that by automating customer.
Solve the mundane queries to free-up the agents to solve the priority issues. Improving customer support and satisfaction
Intelligent call routing to the best-qualified agent to ensure the customer’s query is resolved at the earliest
Play a pre-recorded message on off-days to allow self-service for the customers
Streamline the calls to enable seamless customer support and reduce customer waiting time
Have a standardized, professional greeting for all the customers to reduce errors and deliver consistently high levels of customer service
Intelligent Interactive Voice Response (IVR) Systems, also called auto attendant or virtual receptionist, allows businesses to service high call volumes at a lower cost. It can identify & segment callers, and resolve their query without transferring to a live agent. Calls are transferred to live agents only when the caller is unable to find the information they require, helping call center agents be more productive & effective by giving them more time to deal with complex interactions.
An IVR System installed on a hosted software platform that allows businesses to access the IVR application on the internet. This enables the organization to deliver 24/7 customer service, even after office hours. Having a hosted IVR System is the best way for enterprises to gain loyalty and improve satisfaction.
An agent-assisted IVR solution helps the contact center to optimize the cost of operations and along with delivering a consistent customer service. The agent can dynamically direct pre-recorded phrases to initiate a dialog with the customer, without the customer knowing an agent is involved. This helps in eliminating customer frustrations caused by complex-structured menu options.
“We wanted to work with someone who were very flexible to our requirement, who would do a lot of customization as our organization progressed. Ameyo understood our business well and programmed the call flow and the telephony. I think it’s incredible.”
General Manager, Customer Service - Spoton, Startrek Logistic Pvt. Ltd.Read Full Case Study View all Case Studies
Tap multiple customer touch points across channels to enable customer self-service to improve customer support
Allow multi-level flow in the IVR. Using multiple pre-recorded messages ensure the customer is routed to the right agent.
Ameyo IVR offers integration with third-party, external systems and allows agents to obtain the right information immediately from the underlying systems
Ameyo IVR makes scaling up easier to manage at low cost and without any heavy investment at the onset or during capacity upgrades
Get dashboards with relevant and important call reports such as the number of call drops, the number of missed calls, etc. to ensure informed decision making
With Ameyo IVR, directly forward the calls to the on-field sales team and other employees using multiple mediums such as the mobile phone or the landline
With Ameyo IVR Designer, enable sound resource allocation, optimal customer interaction management, and highest service quality.
With Ameyo IVR define the business hours. During non-business hours play a pre-recorded message to ensure not to completely lose out on any customer.
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IVR is short for Interactive Voice Response, which is an automated response that an inbound caller hears before his or her call is transferred to the most suitable agent or the next available agent.
IVR works through a prompt reply system. This ensures that the caller reaches the workbench of the most appropriate agent in the queue. For example, a customer looking for loan will have his or her call directed to the agents from the loan department of the bank.
First call resolution is a very important aspect of customer interaction management (CIM). The basic premise of FCR is that the customer should get a satisfactory solution to their queries in the first call, and does not feel the need to make follow-up calls.
ACD is an incoming call management tool that distributes the call equally amongst agents or different office location. This feature is essential for load distribution.
Also known as VQ pass is a valuable feature that reduces the instances of call abandonment, especially during the peak hours of the day. The caller is notified of the expected wait time or he or she can schedule a call back.