Interactive Voice Response (IVR)
Primarily an automated backup facility to capture caller details, which are then transcribed to the client database for actioning. This service can also be utilised for competition and information lines.
This is an advanced IVR system, which enables you to provide a much higher level of customer service and a much more professional image. All incoming calls are routed via our intelligent IVR system, which is linked directly to your corporate database, which enables customer details to be available.
IVR can also be integrated with your corporate web site, allowing incorporation of customer service facilities such as "call me" buttons. As calls are replied the customer will be quizzed on services they require and are automatically assigned a reference number. Customer information is retrieved from the database and sent to the appropriate customer support screen and the call is routed to the same customer support operator.
IVR is extremely flexible in design, and if required, all calls are recorded for quality and training. If a customer has requested contact via web site, the web site form and customer telephone will be forwarded to the IVR system for calling the customer and connecting them with their information to the operator. The system is fully integrated and configurable for customer support.