>> Interactive voice response (IVR) is a technology that allows a computer to interact with humans through the use of voice and DTMF tones input via keypad. Interactive voice response systems and services are provided by virtually all businesses and government organizations that have customers or members that need to obtain information by phone.
>> "Interactive voice response, or IVR, is a computerized phone system that enables a person, typically a telephone caller, to make a selection from a voice menu. The selection is made using touchphone keypad entries or voice responses. The phone system plays pre-recorded voice prompts and the person typically presses a number on a telephone keypad to select the option associated with the voice prompt.This interaction allows the individual to communicate with the phone system and thus the computer system to either obtain information or to process a transaction."
>> IVR provides the technology to execute complex IVR actions through a virtual number. The IVR created is executed during calls. Customers can instruct the IVR to perform a host of actions including digit capture, voice capture, sound play, call transfer and many more.
It records every call and makes it accessible. Each call is encrypted and stored for data security. SmartIVR helps measure and improve current business processes and keep track of customer interactions.
It provides a stable conference system that helps teams sitting in different locations be in touch with each other with ease. It is backed by a robust cloud telephony platform, which provides compatibility to run multiple conferences on the same incoming number.
It provides incoming numbers for 65+ countries, which gives you the opportunity to reach your customers across the globe. Different numbers can be assigned seamlessly using APIs.
It provides live status of each call received by your agents. Features such as start time, call duration, call recordings and other parameters help in building rich analytics to study customer behavior. Call log is easy to extract using APIs and can be integrated with the existing applications for informed decision-making.
Manage and route large volumes of inbound phone calls with ease by dynamically routing calls to the right queue, creating customised wait experiences and getting access to real time call statistics to help plan the agent allocation.
SmartIVR is bundled with a set of powerful APIs that are user-friendly. It could be forwarding all call records into CRM, fetching incoming numbers during a live call or changing call distribution settings.
It offers the flexibility of transferring incoming calls in sequential, parallel and round-robin manner. Set-up call distribution logic based on caller ID, timings and geography. Ensure customer calls are handled in the most efficient manner, and reduce waiting time.
ASR provides the flexibility to capture caller inputs from speech in addition to key-press. ASR can help reduce IVR waiting time by letting customers reach their desired option. ASR also helps in cases where user voice confirmation is necessary for authenticating a transaction.
SmartIVR offers the flexibility to automate business processes on the phone. Set up custom menus and a variety of call routing options for agents to handle customer queries. Customers can access various services over the IVR without even speaking with the agents. This helps in improving the agent’s productivity. Multi-level IVRs can be developed to direct customers to various departments.