What is IVR Call Center Software?
Most customers fear calling a business, daunted by the likelihood of long queues and holds. Thanks to technological innovations like IVR Call Center Software that has eliminated many of these grievances and enabled call centers to provide callers with a personalized and streamlined experience. Today, call centers have become valuable customer resources helping companies to save money and offer better customer engagement. IVR is a short form of interactive voice response that enables call centers to route customer calls based on touch-tone input or spoken responses of customers. It is a multifunctional business software that serves as an interactive menu wherein incoming callers can navigate through various options to resolve the solution of their queries, request a callback, place an order or select to connect with a human agent. Indeed, this digital recipient or virtual agent has made access to relevant information easy.
Top Features of Cloud-Based IVR System
1. Call Prioritization & Routing
The agents or sales representatives in the traditional set-up, route and connect inbound calls manually. It often leads to long wait times and queues leaving businesses and clients frustrated. The latest technology uses automated menus to group inbound callers and present them with self-service options or route them to call center agents. It does so after determining the reason for the call and sending it to the call distribution system to enable skill-based routing.
2. Personalised Information of Caller
This system has the potential to identify caller information from customer relationship management software. Afterwards, it routes calls to the most appropriate human agent to offer personalized interaction. Moreover, access to advanced features reduces the duration of conversations between agents and customers. This is because your agent can obtain detailed information about the person on call before starting a conversation.
3. IVR Callback
Most customers dislike spending time in the queue, so this feature is especially helpful for those callers. It reduces queue times and allows incoming callers to not wait to connect with agents and request a callback. This way, they will receive live agent calls to resolve their issues and your call center will not lose a single sales opportunity.
4. Text-to-Speech Feature
The cloud-based call center software can convert text into speech through cloud technology. This feature is convenient for providing excellent customer service in online stores, banks, taxi services and more. Likewise, companies can use this feature for other purposes.
5. Detailed Reporting
Call centers can obtain detailed reports of the IVR Call Center Software of each customer. They can evaluate the selection and breakpoints of menu options and analyze the convenience offered by the IVR script. Call centers can further update the interactive menu design to enhance customer satisfaction levels.
How IVR Software is Beneficial for Your Business?
The top advantage of the IVR system is that it allows call centers to automate their customer support and save their agents time in answering calls. It also enhances the efficiency of your call centers and reduces operational costs. Through IVR, call centers can enhance their first response ratio through skill-based routing. Moreover, IVRs present customized greetings and messages that help customers feel a personalized experience. Call centers can also manage their peak periods more efficiently and allow customers to schedule a callback with your business to avoid waiting in the queue. IVR systems help call centers in collecting a great amount of customer data. Your agents can use this historical data to offer personalized experiences. Depending on IVR enables you to provide a well-organized and professional service. Ultimately, the satisfaction level of your customers will improve your business reputation.
The Bottom Line
IVR Call Center Software automates some customer communication tasks in your call center and saves you time and money as well. This automated telephony system serves as a virtual agent that can interact with the person on the phone and collect information from them. Besides this, it can also route calls to the most appropriate human agent. If you want to add IVR technology to your business, contact CherryBerry UCM today to delight your callers and generate more revenue.