What is an IVR?
By definition, Interactive voice response (IVR) is a technology that allows a computer to interact with humans through the use of voice and DTMF tones input using a keypad. An IVR system interacts with callers, gathers information and routes calls to the appropriate recipient.
With Cradle Call Center Software‘s key feature- multi-level IVR software, now seamlessly route your customers to the right agent or department using customizable call flow mechanisms.
Intelligent IVR System, also called auto attendant or automated voice, allows businesses to service high call volumes at a lower cost. It can identify & segment callers, and resolve their query without transferring to a live agent. Calls are transferred to live agents only when the caller requires further assistance.
An IVR solution installed on a hosted software platform that allows businesses to access the IVR application on the internet. This enables the organization to deliver 24/7 customer service, even after office hours. Having a hosted IVR System is the best way for to gain loyalty and improve satisfaction.
An agent-assisted IVR solution helps the contact center to optimize the cost of operations and along with delivering a consistent customer service. The agent can dynamically direct pre-recorded phrases to initiate a dialog with the customer, without the customer knowing an agent is involved.
Design an IVR which is relevant to your business. Make it your own by personalizing the IVR system flow according to various factors such as the number and name of IVR options, professional greetings or even the music which you want to play while the customer is waiting in the queue. Smart IVR optimization ensures that the theme of IVR script aligns with the overall messaging of your brand to maintain consistency and professionalism.
High level of flexibility to design the IVR based on configurable workflows. Treat your IVR system like a tree which can branch out in any direction. Recording and playing custom prompts, call routing, queue management, prioritized routing, information about business hours – you name it, and you can do it. Cradle brings to you a smart IVR software which can be molded to your unique business needs.
Maneuver the customers to get the answers without the need for any assistance on the part of the agents or customer support team. A dynamic IVR system reduces the workload of the agents and lets them divert their attention to more pressing matters on one hand, and encouraging the customers to be self-reliant to independently solve their issues.
Call center solution allows to monitor and supervise the calls in real-time using dashboards and improve first call resolution with a call center customer service solutions. Make agent-customer interaction better with call recording, barging and snooping in to deliver exceptional customer services. Monitor individual agent’s performance by analyzing call summary, agent summary and customer summary. Track average call handling time, conversion rate and call drop ratio to make informed decisions for your business with contact center solutions.
Route the customer to the best - suited agent according to the level of expertise
Routing based on the telecom circle from which the call has originated
Define working hours and route all calls post that to the voicemails
A telephony system to answer and intelligently route the incoming calls to the right department
Automate dialing process to power up your outbound customer interactions and improve call center agent productivity.
Monitor agents by listening to their live calls and assisting them during any conversation with the customer if required to handle interactions better.
Copyright © 2023 Evolve Square Technology Pvt. Ltd.
Registered Office: 169, F.I.E., 1st Floor, Patpargunj Industrial Area,
Delhi – 110092, India