Browsing category
Do you have to communicate with customers and answer the same set of questions regularly? If yes, then Interactive Voice Response (IVR) is what your business needs. Interactive Voice Response automates the hassle of attending calls manually or answering the mundane question every day. It automatically greets the caller with a pre-recorded welcome message and […]
Customers these days are greatly inclined towards self-service options. A customer experience study conducted shows that 71% of customers want to solve customer service issues on their own. These statistics indicate that customers prefer to use self-help tools instead of contacting company agents. Due to this rising demand for self-service options, market is flooded with self-service tools. […]
Irrespective of your organisations size and the industry, Interactive Voice Response (IVR) caters to every type of business perfectly. Besides providing a communication platform, it has proved to be a great customer engagement tool that has bridged the gap between customers and businesses. This guide aims to take you through What, Why, and How of […]
The world has been constantly moving towards automation and sophisticated telecommunication services. So, having its own Interactive Voice Response (IVR) service for telecommunication gives each business an upper hand in this competitive world. IVR is an automated call response system which provides the customer with a user-friendly experience while contacting a business. Excellent customer service […]
According to Reuters.com, The Interactive Voice Response Market is expected to witness growth at a CAGR of 7% during the forecast period from 2017 to 2023. Increasingly being employed by a variety of business organizations, the global market is expected to reach an estimated value of USD 3.7 Bn by the end of 2023. The […]
In this day and age, the transformation from complex, legacy hardware IVR systems to cloud-based IVR solution is essential to cater to ever-changing needs of customers. As a result, many independent applications such as call recording, analytics and more, are integrated into one comprehensive solution to deliver an all-in-one IVR solution to the customers. Call […]
Call routing is an efficient way to handle incoming calls and enhance customer interactions. It is useful for cutting down on unnecessary costs associated with a call centre and providing customers with prompt service. Call routing defines how calls are distributed to available and experienced agents by the Automatic Call Distribution(ACD) technology of a call […]
IVR blasting refers to a combination of IVR service and call blast. It is a very strong communication tool that allows pre-recorded voice messages to be automatically broadcasted to various groups. For example, when customers receive calls from their mobile operators to promote various ongoing schemes and offers, they interact with a computerised voice which […]
IVR surveys are designed to receive feedback on the working of an organisation. Potential audience for these surveys is majorly the existing customers using the product. Although, IVR surveys are a consistent and proven way to understand customers expectation, but if not appropriately managed these can render biased and unmeaningful data. Here are a few […]
Ever wonder how an enterprise manages a haystack of calls, while only employing a handful of operators? This is done via automation, and one of the perks of automation is interactive systems. An interactive system facilitates interaction between humans and computers. The first interactive systems were a Graphical User Interface (GUI) that one uses every […]