Contact Centre IVR
IVR is a well-established technology in contact centres, but it can add far more value than simply assisting with call routing.
We are helping organisations to leverage IVR to offer 24×7 self-service options to their customers and also as an intelligent automated message service to be used alongside outbound dialling. Both of these use cases not only drive greater efficiency in the contact centre, but also enhances the customer experience.
Inbound call filtering
A high proportion of inbound calls to contact centres are basic enquiries that can be efficiently dealt with by self-service. We help you take basic call routing IVR to the next level to automate some of these standard enquiries such as opening times, service updates, etc, simply and effectively reducing the pressure on your contact centre team.
Our IVR platform is capable of connecting to your existing systems to perform data look-ups and post information gathered. We are able to identify and verify the customer before the call is passed to an agent and collect additional information to determine the nature of the call. This not only enables far more efficient routing, but also reduces the proportion of the call that needs agent involvement.
IVR as an integral part of outbound calls
In customer service scenarios, many required outbound calls are simply to communicate information or to confirm an appointment or delivery.
Here Noetica leverages the tight integration between our IVR solution and our dialler to be able to support unattended outbound campaigns. The dialler is used to connect with customers and successful dials are passed to the IVR system to play a customer-tailored message. This can be far more than just an announcement; it can present options for the customer to serve themselves or to connect to a live agent, at which point, the call is routed to an inbound queue.
Utilising IVR in this manner makes such proactive service more feasible as it significantly reduces the cost while enhancing the customer experience.
Delivering 24×7 self-service
Today’s customers are adept to leveraging IVR to serve themselves and love the ability to have a service available at their convenience 24×7.
Our IVR solution can access web services APIs and leverage SDKs to seamlessly integrate into your existing systems. This enables you to offer an intelligent self-service capability that can interact with the customer and deliver a wide range of frictionless services.
Utilising IVR in this manner not only enhances the service you deliver for your customers, but it also takes traffic away from your contact centre team, freeing them to focus on more complex enquiries and proactive service.
The benefits of Noetica IVR
More effective call routing
By establishing who the customer is and the nature of their call and utilising this to improve call routing.
Increase agent productivity
By removing basic or routine transactions from the contact centre and automating these through IVR self-service.
Make great service cost-effective
By utilising IVR as a cost-effective way to make proactive reminder calls to your customers leveraging unattended dialling.
Your questions answered:
What is IVR?
IVR stands for Interactive Voice Response and is the ability to play messages to a caller and accept information from the customer. IVR is commonly used as a routing method for inbound calls but can be utilised to deliver 24×7 self-service to your customers.
Does IVR integrate to my systems?
The Noetica IVR solution is able to connect with your existing systems through web services APIs and open SDKs so that information can be retrieved and played to the customer as well as, information collected and posted into your systems.
Can IVR be used as part of outbound calling?
Most certainly. This is called unattended dialling and it is where you dial a number and pass connected calls to the IVR to play an automated message. Like with Inbound, customers can be presented with options to update information or to request to be connected to a live agent.
Want to learn more about contact centre IVR?
If you have a specific scenario you wish to apply IVR to or would like to explore what is possible, then simply reach out to the Noetica team.
