3 min
Advanced Interactive Voice Response (IVR) is a web-based system used to create messaging and call management solutions.
Advanced IVR includes a comprehensive application library that integrates speech recognition (voice commands, text-to-speech and speech biometrics) and the application programming interface (API), as well as technologies to increase productivity, optimize processes and improve customer satisfaction, ultimately increasing CX.
The interactive voice response system can be customized to route calls based on stored data or data obtained from the caller, directing them directly to the appropriate agent to resolve their query.
In this way, Advanced IVR offers a wide variety of applications that help companies easily and cost-effectively achieve critical call and messaging handling objectives, such as:
- Improved call routing efficiency.
- Reduction of abandoned calls.
- Safe collection of credit card payments.
- Optimization of employee productivity.
- Optimization of the customer experience (CX).
Cloud-based virtual agents help automate interactions between organizations and customers. Powered by Artificial Intelligence (AI), they autonomously handle routine and repetitive transactions, increasing the time for live agents to handle more complex calls. Companies can use virtual agents to:
- Offer self-service options for customers, so customers can schedule appointments by phone 24 hours a day, 7 days a week, without requiring the participation of live agents.
- Enable a more efficient call handling process. Businesses can use virtual agents to direct calls to the right people.
- Provide customers with an automatic callback option to avoid long waiting lines.
- Reduce agent talk time costs.
- Send mass notifications (SMS Push).
- Create, implement and administer surveys to obtain direct information from customers and employees.
- Use the Artificial Intelligence (AI) market for companies and clients, promoting the value of the brand.
Businesses can quickly and easily implement advanced IVRs to offer:
- A simple web-based portal to manage all calling functions. No coding skills or advanced techniques are required to customize applications.
- Predefined and customizable call flow templates. Administrators can manage call functions effortlessly, using such pre-defined or built-from-scratch templates.
- Effortless integration with external systems such as Customer Relationship Management (CRM), database, ticket management and appointment schedulers via web services.
- A web-based reporting tool to obtain information captured by IVR-based analysis.
Advanced IVR incorporates the latest advancements in telephony that help companies improve the customer experience and elevate their brand equity by connecting with users in new ways:
- Voice commands: Allow callers to route themselves (for example: “I want to speak to technical support”).
- Text-to-Speech: Quickly convert text to human-like speech to customize call flow scripts.
- Voice biometrics: Verify callers by their voiceprint instead of answers to security questions (e.g., brand of first car, etc.) to improve secure authentication.
- Natural Language Process (NLP): Take advantage of new technologies to turn caller-virtual agent interactions into more natural conversational interactions. For instance:
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- Virtual agent: “How can I help you today?”
- Caller: “Yes. Hello. I’d like to speak to someone in Billing, please.”
- Virtual agent: “Sure. I transfer the call to our Billing department. Have a nice day!.”
- The virtual agent routes the caller to the billing department.
- Payment Card Industry Data Security Standard (PCI DSS) 1st Level compliance: Securely manage credit card payments while protecting customer privacy and avoiding heavy penalties for non-compliance.
In conclusion, advanced IVR offers countless options to create a suitable solution for any business to optimize productivity, streamline processes and improve customer satisfaction, ultimately boosting the company’s brand and increasing bottom line results.
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