Interactive Voice Response (IVR) System
Smart and multi level Integrated IVR for
seamless customer experience
IVR stands for an interactive voice response, is a technology that allows businesses to connect with consumers using pre-recorded voice messages and DTMF / voice input through a keypad to automate inbound calls.
*astTECS Interactive Voice Response (IVR) Solution is a cost-effective solution which helps the business to handle high volume calls and to improve customer experience. It is flexible and scalable to meet the business requirements and can seamlessly integrate with any PBX. *astTECS IVR can be used to automate a wide range of business applications.
Benefits of IVR
Improved Customer Experience
*astTECS Smart IVR route the calls intelligently to right agent as per the details entered by customer from offered menu. This make easier for the customer to get connected, not only delight your customers but also improve the customer retention rate of the business.
Generate Leads
IVR with voice blasting increases efficiency and maximise audience reach. It is a great tool to capture leads and connect with leads immediately and increases the chances of conversion.
Improve Productivity
With automated IVR, calls can be routed to the specific department and addressing customer’s needs quickly which increases agent productivity.
Personalised Experience
Our IVR can be configured to play personalized greeting messages for known customers and greet them with names and preferred language, which give a personalized feel to customers.
Getting Feedback
Expand your ability to gather valuable feedback from customers with surveys that populate your database from IVR solution.
Manage Large Volume Calls
*astTECS automated IVR helps to handle large call volumes efficiently by independently dealing with incoming queries and intelligently routing to the right agent.
IVR enables small support teams to handle large numbers of customer calls by independently dealing with incoming queries and smartly routing calls to the right person in the right department
Features
- Custom greeting support
- Multi-language voice support
- Support T1, ISDN, analog and SIP/VoIP
- Managing voice mail via phone or web interface
- Multiple codec support (G711alaw, ulaw, G729, GSM)
- Built-in conferencing solution
- Flexibility to create up to 9 levels and sub-levels
- Seamless integration with existing EPABX
- Call Recording in real-time and call detail report
- Text to speech
- Unlimited inbound concurrent calls at a time
- After business configuration
- CRM and CTI integration
Types of IVR
Self Service IVR
IVR allows businesses to automate their customer support process and interact with callers with automated responses and pre-built menus to gather the caller information and provide the customer with the right information. It can provide support without manual intervention. Calls are transferred to live agents only when the caller is unable to find the right solution from menus.
Hosted IVR
Hosted IVR solution is a hosted software platform that allows a business to access the IVR solution on the internet. Hosted IVR helps the companies to flaunt the feature of 24*7 support even after office hours.
Agent-Assisted IVR
Agent-Assisted IVR is used to make sure the IVR experience is seamless and uninterrupted for customers. Whenever the application encounters a problem, the agent can take control over the call immediately without the knowledge of the caller. Agent Assisted IVR helps to create a smart self-care environment that improves customer satisfaction rate, reduces cost and improves call completion rate.
