Smart Multi-level IVR Solutions for your Business

IVR (Interactive Voice Response) is a cost-effective solution that allows businesses to automate customer interactions in inbound calls using pre-set multi-level menus. Quick-resolution of queries and reduced queue time elevates customer experience with minimum human intervention.

Implementation of IVR is extremely cost-effective as agents need not be connected immediately, optimizing their talk-time on other operational calls. The pre-recorded multi-level menu helps in resolving customer queries instantly, reducing customer wait time significantly.

There are two types of IVR - Single-level IVR where the call is answered with a pre-recorded greeting or message. Multi-level IVR offers a hierarchical structure, thus expanding the capability of resolving customers’ queries instantly.

Clients and customers engage with IVRs regularly to resolve queries and to receive news about product launches. The best IVR solution automatically understands the intent behind each call and drives valuable insights in real-time based on caller behavior. The call is automatically connected to the ideal agent, who can quickly resolve the query based on prior intent.

Hosted IVR solutions are automated call management solutions that initiate communication with customers with a personalized greeting. The automated bot asks relevant questions from callers, giving them the ideal agent to connect to instantly. Hosted IVRs are cloud-based solutions that do not require expensive infrastructure investments or on-premises hardware. Data is completely secured on the cloud and can be accessed by team members within the organization.

While IVR stands for Interactive Voice Response, OBD is a common name used for outbound calling. IVR helps customers connect to the right agent through an interactive dial-pad input system. Outbound is a marketing-based communication channel that engages with customers on their contact numbers for offers, promotions, opt-in, etc. Businesses wanting to learn more about outbound can click here. (https://www.knowlarity.com/automated-outbound-calling-solutions/).

Hosted IVR solutions are automated call management solutions that initiate communication with customers with a personalized greeting. The automated bot asks relevant questions from callers, giving them the ideal agent to connect to instantly. Hosted IVRs are cloud-based solutions that do not require expensive infrastructure investments or on-premises hardware. Data is completely secured on the cloud and can be accessed by team members within the organization.

Absolutely. Call diverting is possible when leveraging Knowlarity’s IVR solution.

IVRs enable action-oriented processing based on the input provided by customers calling into the customer service number. They can press various options on the number pad, and gain access to the right agent in the shortest time possible. IVR segregates different incoming calls intelligently, based on the intent of the engagement. Key areas, such as technical issues, lead inquiries, payment issues etc. can be resolved by leveraging the right IVR solution.

Minimal human intervention – Error-prone processes are eliminated as IVRs handle the bulk of call routing and agent engagement. Intelligent data storage – Call data and key details can be stored and analyzed by IVR solutions. Cybersecurity – Private information can be stored safely with stringent database protection measures. Cost-effective at-scale – With no infrastructure requirements, operational costs are minimal thereby ensuring cost-effectiveness when handling larger volumes of caller data. More efficient than traditional methods – Cloud connectivity ensures real-time query resolution, with instant call routing and caller intent analysis. Businesses can ensure that all calls are answered always. No geographical limitations – Agents can be connected to the callers from any location, without any barriers or restrictions in scope.

Enhance customer experience – All calls are answered instantly, and the right agent is connected to seamlessly. Boost agent productivity – Agents can spend more time on complex and technical queries. Conversational context – Agents gain access to caller details instantly, enabling proactive handling of all queries. Increasing performance – Recordings, data insights, and call reports allow performance analysis of all agents.

IVRs can be used effectively in start-ups, SMBs, enterprises and proprietorship businesses. Requiring minimal effort – IVRs are automated, which is why they require minimal effort in connecting to the right agent. Cost-effective – With lesser people and no infrastructure involved, the solution is highly cost-effective for small businesses. Time-saving – Instant classification of all calls helps save time for all forwarding or routing.

Pre-recorded IVR calls can help acquire feedback from all customers easily. A call can be configured as follows. Hello (name)! Thank you for being our customer. We want to hear your opinion on (product). Press 1 If you would like to leave a positive review (or similar action) Press 2 If you would like to speak to a support representative (or similar action)

Knowlarity’s IVR services are available across 65 countries in the APAC region, with a wide presence in India and the Middle East.

You can connect with us at the dedicated number for your region. Drive greater customer engagement, regardless of location, by connecting with us here.