IVR or Interactive Voice Response is an automated telephony system that responds to the human voice and the inputs of the keyboard, with pre-recorded voice messages. IVR number automatically takes the incoming calls. Based on the customers’ queries, the calls are routed to the best-suited agents. A large volume of calls is being handled by integrating IVR numbers into the telephony system. The routing, identification, and segmentation processes of all the incoming calls are also boosted making the business call process flawless.
Here are some of the top benefits of IVR numbers for businesses:
- Intelligent Call Routing: IVR phone system can intelligently route the calls when linked with the CRM, which is done based on the caller’s telephone number. It means that calls can be directed automatically to the last consultant spoken to, and the VIP callers can be placed in the first place of the calling queue, or calls are directed to the best-suited consultant that speaks a particular language-and the options are endless. Intelligent routing optimizes customers’ journeys reduces queue time for calls and lowers abandonment rates, and offers tailored IVR call back options for a time when there are high call volumes.
- Support for Busy Times and Disaster Recovery: The IVR solutions offer customers to self-serve and leave messages. In times of high demand due to seasonal peak activity or emergencies, the IVR self-service feature can support the customer service centers by easing pressure on the agents. Queries regarding order status, account information, or payment due dates are frequently asked questions that are answered by automated messages. A pre-programmed alternative route can also be activated at the time of emergency so that the calls selected can be routed to an alternate call center or agents working from home during critical weather conditions or epidemics like COVID 19.
- Improving the Customer Journey: The IVR number is revolutionalizing the customer journey with clear messages that reflects the organization’s brand, offering an effective self-service tool. When the customer needs to speak to an agent, there is a seamless transfer of the call to the best-suited agent to handle his or her queries which helps in enhancing the customer journey. It improves the productivity rate and also reduces the frustration of the callers. Moreover, a well-crafted IVR and an advanced speech IVR can help people self-serve themselves beyond the office timings, which makes the brand available 24*7*365.
- Measurement of Customer Satisfaction: CSAT or Customer Satisfaction Score is important for every organization and an IVR survey after each communication would help provide the satisfaction scores of every customer. An agent can report these scores, which helps the agents in their training and reward program. Moreover, by enriching the on-hold experiences, customer satisfaction scores can be increased, while reducing the dropped and hang-up calls. This can be initiated by virtual assistance which can make the announcement of the waiting time and manage IVR call-back requests.
- Freeing Agents from Mundance Task: By allowing callers to use IVR self-service menu, it frees up agents from routine and common questions. It helps the agents in engaging with more complex queries to resolve. It provides agents with more meaningful work and improves their efficiency rather than handling repetitive questions. When Text to Speech is used in an outbound mode, an IVR phone call allows you to send reminders, make special offers, welcome messages, or complete customer calls without involving the agents dealing with other services.
Here is a curated list of top IVR service providers in India.
- Knowlarity: It is the most trusted IVR service provider in India, which is being leveraged by more than 6000 organizations across 65 countries. Some of the features that Knowlarity offers are multilingual support, 24*7 i.e 365 days of service to customers, call routing, a customizable menu, call recording, and concurrent calls.
- Exotel: It is another IVR service provider that helps organizations to stay in touch with their customers efficiently via calls and SMS. A cloud telephony service that is trusted by more than 1300 companies. Features include personalized IVR, real-time notification, multi-level IVR, visual drag and drop APIs, automated calls and SMS, and so on.
- Genesys: It is another most trusted customer experience platform that empowers companies to establish extraordinary omnichannel experiences, relationships, and journeys. Features include account activations, personalized appointment reminders, fundraising, payment reminders, requests, refill, reorder, pick-up notifications, etc.
- C-Zentrix: This IVR service is used by organizations who wish to automate their responses to their customers and try to initiate a personalized experience for them. Features include XML-based IVR creator, after-calling hours IVR flow, payment gateway integration, robocall facilities, etc.
- Pulse: It entered the Indian market as an internet service provider and internet telephony solution provider in 2003 and since its inception, it has risen significantly in the statistics of growth. Some of the features are improved customer service, services with chosen languages, lower cost, performance reports, and future enhancement.
