Businesses are always looking for ways to increase productivity. One efficient way to achieve this objective is to manage their customer service. Businesses want to deal with their customers quickly and efficiently in order to generate more sales. VoIP Hosted PBX Services aids businesses increase productivity in customer service through an IVR (Interactive Voice Response), a tool that helps customers get to the right people within an organization, and helps businesses to generate repeat sales from their customers.
What is an IVR?
“IVR (Interactive Voice Response) is a technology that allows a computer to interact with a company’s database through the use of voice and/or the telephone keypad.”
IVR systems are comprised of prerecorded or dynamically generated audio menus to direct users based on their inquiries. IVR applications can be used to control almost any function where the interface can be broken down into a series of simple interactions. IVR systems are designed to handle large call volumes. Businesses that use VoIP phone systems have call centers that use ACD (Automatic Call Distribution) and Intelligence Voice Recognition directs customers to the staff that they need to speak to. ACD distributes incoming calls to specific agents , while IVR records the information from the customer beforehand and then transfers the call.
How does IVR help?
- IVR helps businesses reduce downtime within the customer service department of a company.
- It allows the system to forward customers’ calls to the appropriate agents quickly for efficient customer service support.
- Not only does this save your employees’ time by not having to make the transfers themselves, but it also reduces your customer’s waiting time.
- This results in more efficient and timely sales for your business as the customer is effectively transfered to the right agent according to the customer’s need.
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