Interactive Voice Response (IVR) System for Call Centers
Identify and Route Every Customer Call To The Best Suited Agent based on Caller’s Input with an Intelligent IVR system
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What is IVR?
Interactive Voice Response (IVR) is a technology to automate your inbound calls by allowing businesses to interact with customers through pre-recorded voice messages with DTMF input using a keypad. An IVR system interacts with callers, gathers some essential information, and routes call to the appropriate agents.
Why Do Businesses Need IVR?
There are a number of benefits of an IVR software solution for different industries. For eg. A banking IVR can be used by customers to know their bank balance while freeing the customer service executive time to manage critical queries. Among others, an IVR solution helps to increase customer service efficiency, handle incoming call spikes ,boost customer satisfaction when complemented with auto call backs. If set up correctly it can uplift your customer experience.
What are different types of IVR System?
IVR for Self-Service
An IVR System or automated voice allows businesses to service high call volumes at a lower cost. It can identify and route callers, and resolve their queries without transferring to a live agent. Calls are transferred to live agents only when the caller requires further assistance.
When an IVR solution is installed on a hosted software platform, it allows businesses to access the IVR application on the internet. This enables businesses to deliver 24/7 customer service, even after office hours. It helps you gain loyalty and improve customer satisfaction rates.
An agent-assisted IVR software helps a contact center to optimize its operational costs while delivering consistent customer service. The agent can dynamically direct pre-recorded messages to initiate a conversation with the customer, without the customer knowing about the agent’s involvement.
When Do Businesses Use an IVR Number?
Automate Customer Care
Provide the callers with an option to self-serve while automating routine queries
An IVR dialer is an effective channel to gather callers’ feedback or run a survey
After Hours Customer Support
Play a pre-recorded message mentioning you are closed and your office timings for post office hours calls
Customize your IVR flow and messaging based on callers’ region, transaction history, or other relevant factors
Reduce Operational Costs
IVR systems replace a receptionist or a customer service agent who answers calls and directs calls to agents
Improve First Call Resolution
Direct callers to the most appropriate department and qualified agent to avoid call transfer and increase customer satisfaction
Setting up your IVR for the Call Center was Never this Easy!
How does IVR Work?
Caller dials the DID or Brand’s contact number
The customer dials the customer care or contact number published by the company.
Caller greeted with pre-recorded Message
A pre-recorded message greets the customers followed by prompts asking for relevant DTMF input via dial pad
Information transfer to Caller
Once the caller dials the desired IVR input a simple CRM data fetch is possible , the required information is relayed back to the caller e.g Bank balance, EMI Date, Card Block request etc.
Looking for Agent interaction
Once the caller dials the desired Agent interactionIVR input( Press 9 for talking to agent), caller either waits in queue or is connected to the right agent or department for assistance. In case a queue is busy one can also deploy an auto call back to caller, to enhance confidence and improve caller’s experience
Ameyo’s Smart IVR Solution for Enterprises
Design Personalized IVR
Design an IVR according to your business needs. You can define your personalized IVR flow with IVR scripts, professional greetings, call waiting music, specific actions on different numbers, and more. Smart IVR optimization ensures that your IVR script aligns with the overall messaging of your business to maintain consistency and hassle-free customer engagement.
Experience a high level of flexibility while designing your IVR flow with configurable workflows. Recording and playing custom prompts, intelligent call routing, queue management, or defining about business hours – everything can be done with simple drag and drop options via Ameyo Synthesizer. With Ameyo’s smart IVR software, you can turn your customer interactions way more efficiently.
Self Service Automation
Free-up your customers from waiting to talk to an agent or customer support team for common queries. Let your Interactive Voice Response System do it for you. A dynamic IVR system reduces the workload of the agents and lets them pay their attention to more pressing matters and encourage the customers to be self-reliant to solve their issues.
Let the Agents See Conversation Context
Make your agents informed about the IVR data as per the DTMF input of the caller using a configurable iFrame available in the agent’s toolbar. Here the agent can view all the relevant data so when the customer calls again to talk to an agent or while their first call is transferred to an agent, she/he should be able to view the IVR inputs entered to better understand the customer’s problem.
Manage High Call Volume with Customized Call Flows
Ameyo’s advanced IVR Solution offers configurable controls such as play advertisement, play a specific message during peak call traffic. Additionally, you can also configure the node flow to map a backup agent for your high-value customers in case of preferred agent routing. So, even if the relationship manager is not available, the mapped agent can attend to the caller and resolve their query.
Want to Boost your Customer Service with an Advanced IVR System?
IVR Software for Inbound Call Center Management
List of IVR Features to improve inbound call
Customized IVR Call Flow
Drag and Drop IVR Designer
After Business Hour Configuration
CRM & CTI Integration
IVR Self Service
IVR Call Routing
Preferred Agent Routing
Voice Logger and Archiver
Supervisor Call Monitoring
Call Reporting & Dashboards
Ameyo empowered Awash Bank with an end-to-end system
Ameyo empowered us with an end-to-end system that was easy to use. Furthermore, we were delighted with the capability of the solution to match to our specific business processes and enhance our customer experience
Director, Customer Experience Directorate | Awash Bank
Ameyo is a feature-rich solution with several integration capabilities
We have been using Ameyo to handle our calling operations and the journey has been really good so far. It is a feature-rich solution with several integration capabilities, which truly makes Ameyo our first-ever choice in contact center solutions space. What further aligns Ameyo with us is our shared vision of expanding in the Middle East region and I am sure Ameyo will help HalaSat in the mission.
Contact Center Manager
We are really pleased to use Ameyo’s service, especially the salient feature of VoiceBot
We are really pleased to use Ameyo’s service, especially the salient feature of VoiceBot which is enabling Human Line Conversation. Our customers interact with Ameyo’s VoiceBot by perceiving it as a Liveperson, so they respond in a similar way. Moreover, we can able to achieve a 40% cost saving on operational costs due to automated calls.
Thanks a lot for the Wonderful Product.
Special Thanks to the team for patiently handling our request & delivering beyond expectations.
Ameyo helped Gulf African Bank make their business more efficient and profitable by offering them unique solution
At GAB we have had the pleasure to use the system for about 2 years now. Overall, it has been able to meet the desired expectations that we had as well as improved our quality of service.
Contact Center Team Leader
Metro Edge Technologies increases its productivity by 60%
Ameyo’s Remote Contact Center Solution has helped us increase our productivity by 60%. It is a very effective solution that helps our agents
Khan Bank chooses Ameyo because of its highly efficient, flexible, and secure solution
The implementation scale was huge with lot of complexity. It was a major task for us to comply with security requirements and other business requirements. The project team worked effortlessly, satisfying all the requirements.
CX Senior Specialist
Sankar Rao A.
Director - Products
Sr Network Engineer
Head of Electronic Banking
System Support Engineer
The Ameyo Advantage
Leader in Customer Experience & Contact Center Solutions
Honorable Mention in Gartner Magic Quadrant for 3 Years
Awarded Frost & Sullivan Asia Pacific CCI Leadership Award
Deloitte Technology Fast 500 ASIA PACIFIC, 2014