What is IVR Solution?
What is IVR Solution or Interactive voice response solution and how it works? IVR is a pre recorded voice to guide user to the desired destination while calling a company or a call center like Banks, Airline, Hotels etc. The main reason for IVR implementation for a company to reduce the call load for the operator and the caller can choose which extension he need to reach. Or which option an IVR should deliver
How IVR Solution Works?
When a caller dial in to a company, The greeting message will be played with the choice for the customer. It could start with language selection and further to choose the options played by the ACD Solution. IVR mainly works with voice response from the system and the DTMF tone received from the caller by choosing the option, ideally by pressing digits. The system further recognize the pressed digit and look in the call tree application to check next destination.
What are the advantages of having IVR solution?
The main advantage of having IVR is to reduce the human resource and further reduce the cost. If there is no IVR in place, the operator will be loaded with calls and manual transfer required for each calls. This lead to missing of calls while there is huge call volume and result bad impression for the company.
What is IVR Solution Advantages? Another advantage is that the IVR system is to assure error free transfer to desired destination. Also choice for the customer to choose what option they want.
IVR create a good impression for a company by placing a professional greeting message to the caller. This make sure all calls are attended and greeted to the customer.
IVR can create a time of day routing such as, If the caller is calling in the morning then the IVR can play “Good Morning” and greet further. Also if the caller is making a call outside business hours, Then the caller receives Out of office message and company can put an alternative contact routing or a message to play in the IVR with options.
Who need IVR Solution?
Any Small business who doesn’t have DID (Direct Inward Routing) require IVR solution. The reason because every extension will not be tagged to all user extensions. If there is no IVR, caller must reach the operator and ask to transfer the calls. If the operator is not available or on another call, The caller will not be connected anywhere.
IVR solution is mandatory for all finance, Healthcare, Hotels or real estate for segregating their calls. For Finance, IVR plays a major role of receiving customer information through the caller number, or card or account authentication by using the DTMF. This further gets processed and the system authenticate the caller before assisting further.
How to setup IVR Solution?
An IVR setup for small and Medium companies can be setup in a minimal cost. Company need to have the script, what message to be played while receiving a call. This will be programmed in an IP PBX system and further create call tree.
For large enterprise or a call center , IVR plays a major role to serve the customer. IVR system receives the call and get DTMF from the caller to authenticate and further process the calls. These DTMF tones can be either the bank account number, credit card number or customer ID, or a complaint number etc. The received DTMF tone converts to digits and check the database for the relevant information. This further gets processed and plays another IVR announcement to the caller for the further steps.
Which systems are capable of providing IVR?
There are many IP telephony systems in Dubai, out of which most of the systems are capable of providing IVR solution.
What is IVR System designed of? It is a script based application, where it can run on Asterisk based PBX or own proprietary software designed and patented by the solution provider.
Yeastar IP PBX systems provide advance IVR which is widely used by medium and Large enterprises. Avaya contact center and Cisco UCCX and UCCE solution also one of the market leader who provide Advance IVR to help for large enterprises.
Overall What is IVR solution is capable of?
- Reduce human Interaction
- Precise call management
- Reduce cost
- Time of day Management
- Emergency announcement or holiday announcement
- Response to the customer by IVR itself
- Reduced time for caller