Interactive Voice Response (IVR) is a staple of contact centers in today’s era. Fierce competition in the market allows IVR systems to stay relevant by enabling advanced features which can accelerate the process of handling calls. It’s a kind of automated support system that decides routing strategies, manages queues and thereby reduces agents’ workloads. Research by Finance Online Study has depicted that customer satisfaction is a key metric for 95.7% of call center professionals. Likewise, true IVR technology is helpful in bringing both credibility and high-quality customer service within a call center setting.
Firstly, the IVR system was implemented in the 1970s incorporated into the inventory control database system for internal use. The system was complicated to set up and manage and required a specialist for handling this dedicated software. With the limited digital technologies, IVRs were limited to DTMF inputs. Afterward, there was development in computer science in which machines could recognize human responses along with digitized data. Previously, it was reserved for large companies because it is clunky and complex. But now, it has become an essential part of any size of business. Now, IVRs are able to perform complex queries and can be adapted to a wide variety of business models.
The following features are must-haves in an advanced IVR system:
One of the prominent features of the IVR system is voice recognition, showing the relationship between humans and computers. It can be helpful in collecting different types of information from customers through voice recognition. The more advanced voice recognition systems become through Natural Language Processing (NLP), the more it ensures that they can interact with users like real humans. Also, AI chatbots are used for solving a variety of queries as part of good IVR capabilities.
An IVR system ensures that customers receive end-to-end service through automated inputs without the involvement of humans. Not just relaying information but managing the whole conversation by maintaining the flow is accelerated through IVR. In this way, customers will get what they want with self-service options. All they need to do is to press the required input to land in the correct department that can resolve their queries.
This feature is related to making cross-platform integrations possible. It involves easy integrations with CRMs and ERPs for ease of operational processes. It will support the seamless inflow and outflow of information to work efficiently with the organization’s other systems. Therefore, such integrations are helpful in making customer service more personalized when details of previous interactions are accessed in real time.
Enhancing contextual interaction is the primary motive for various businesses which can be possible when multiple languages are used for communication. IVR systems with different regional languages as per the location will boost the intuitive experience. Customers feel safe when they hear something in their local language and businesses can easily connect with customers.
IVR can be used as an invaluable tool for security checks and verification of finance-related sensitive information. Identifying customer details through IVR capability is a huge time saver for the companies for checking dual-level security. Calls are filtered for stopping non-legitimate calls from coming on your way through a rigorous security check for enabling the credibility of the company.
A sophisticated IVR system has call filtering as a prominent feature that allows the management of large volumes of calls very easily. You can alleviate the overwhelming incoming calls efficiently through structured call filtering. Route and prioritize urgent calls to concerned departments and eradicate the problem of long queues. You can reduce customer friction by facilitating answers immediately.
The feature of call queueing in the IVR system involves directing calls to concerned departments for keeping the inbound calls organized. Calls are routed to relevant places where queries are resolved with utmost ease and thereby reducing wait times. Besides, the callback feature is enabled in IVR technology wherein calls are automatically scheduled and customers don’t have to wait for their turn. It, therefore, reduces the burden on call center agents.
Recording calls helps in improving the effectiveness of the support team along with the quality of the IVR menu. Call recordings can be an insightful tool for gauging details of customers and determining how agents are interacting with customers. Agents can be trained as per the evaluation based on recordings and drive towards improving customer service.
Businesses strive to make IVR as personal as possible by not sounding like a robot. Honestly, customers often face challenges when they are assisted with a few recorded answers or menu options. Text-to-speech technology has evolved as the latest feature for making communication easier. It will convert text into a human voice which can lead to better connectivity with customers.
In today’s tech-driven era, an effective IVR system is what modern organizations require for dealing with a high volume of calls. The features and benefits of an IVR system can be incredible and they can make your caller experience smoother. An Interactive Voice Response has the ability to take your operations to the next level, allowing your employees to prioritize important calls for never miss on highly valued customers.