IVR (Interactive Voice Response) System and Software
Identify, Segment and Route Every Customer Call To The Best Suited Agent with an Intelligent IVR System for Call Center
What is an IVR?
By definition, Interactive voice response (IVR) is a technology that allows a computer to interact with humans through the use of voice and DTMF tones input using a keypad. An IVR system interacts with callers, gathers information and routes calls to the appropriate recipient.
With Ameyo Call Center Software‘s key feature- multi-level IVR software, now seamlessly route your customers to the right agent or department using customizable call flow mechanisms.
IVR for Self-Service
Intelligent IVR System, also called auto attendant or automated voice, 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 requires further assistance.
An IVR solution 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 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.
Build a Personalized IVR
Design an IVR which is relevant to your business. Make it your own by personalizing the IVR system flow according to various factors such as the number and name of IVR options, professional greetings or even the music which you want to play while the customer is waiting in the queue. Smart IVR optimization ensures that the theme of IVR script aligns with the overall messaging of your brand to maintain consistency and professionalism.
Flexibility at its Best
High level of flexibility to design the IVR based on configurable workflows. Treat your IVR system like a tree which can branch out in any direction. Recording and playing custom prompts, call routing, queue management, prioritized routing, information about business hours – you name it, and you can do it. Ameyo brings to you a smart IVR software which can be molded to your unique business needs.
Self Service Automation
Maneuver the customers to get the answers without the need for any assistance on the part of the agents or customer support team. A dynamic IVR system reduces the workload of the agents and lets them divert their attention to more pressing matters on one hand, and encouraging the customers to be self-reliant to independently solve their issues.
Design Customized IVRs With Ameyo IVR System
Route the customer to the best - suited agent according to the level of expertise
Circle Based Routing
Routing based on the telecom circle from which the call has originated
Define working hours and route all calls post that to the voicemails
Must Have Features of IVR Software
After hours routing
Circle based Routing
Call Waiting and on hold
Customized Call Flow
CRM and CTI Integration
Preferred Agent Routing
Bird’s Eye Dashboard
Voice Logger and Archiver
Agent Self Monitoring
Supervisor Call Monitoring
Call Disposition Reports
Call Metrics Report
Want to Design Your Own IVR Flow?
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CUSTOMER SUCCESS STORY
Jordan Ahli Bank
Learn how Ameyo helped a leading financial service provider improve their customer satisfaction score by 30%.
Frequently Asked Questions
An Interactive Voice Response (IVR) system allows all the inbound calls to be navigated to a human agent to resolve the customer query. Additionally, a self-service IVR can further improve the customer experience by allowing the customer to get answers to their questions via the IVR itself.
Let us understand the functioning of IVR with an example.
When you call in to a call center. You are greeted with a recorded message. After which you are provided with options – such as Press 1 for “Balance inquiry”, Press 2 for “Lost Credit Card”, Press 9 to “Speak to a Customer Care Executive” and so on. This mechanism is known as IVR. An IVR categorizes and routes calls to the right agent or department based on the options selected using an Automated Call Distributor (ACD) working in the backdrop
Yes, Ameyo Synthesizer allows you to design your own interactions and call flows to improve the business operations and overall customer experience.
An IVR blaster is primarily used to collect customer feedback. For instance, after an order is delivered, an automated call is place to the customer asking them to rate their experience like Press 1 for ‘poor’ or Press 5 for ‘satisfactory’ and so on.
An IVR is good for any size business – from startups to enterprises. The best IVR software is the one which offers the following features and capabilities:
– Multiple levels
– Multi-lingual Support
– Self service options
– Non business hours support
– Personalized messages
– Easy CTI and CRM Integrations
– Call logging and reporting mechanisms
Having a complete call center suite for your business will help you achieve all these and a lot more.
Confused about Best Call Center Software for your Business?
Weave the complete customer engagement strategy
Improve your call center operations with an IVR system that covers all your inbound call center needs.
Learn more about how you can design an IVR flow better: