As the customer touch points with your business increase, it becomes critical for customers to get a consistent and seamless experience across all touch points. With a Hosted IVR solution, the customers to are routed through an Automated Interactive Voice Response unit where they can choose the service they are looking for, while being guided through various voice pre-recorded voice prompts. We offers a suite of APIs to integrate with various third party applications for building intelligent IVR systems or intelligent Dialer systems as per your specific business need. Our APIs are system agnostic and work in a simple way of request and response.
IVR significantly increases first contact resolution because callers are always directed to the agent who is most capable of meeting their needs or the most appropriate department. The agent who receives the call will be more qualified to answer the caller’s question and will be less likely to transfer the call to another agent.
Agents who work in a company that uses an IVR are more proficient at solving specific problems and meeting specific needs of the customers that they are assigned. The result is an increase in customer service efficiency.