Most companies face numerous difficulties in managing their incoming calls, especially those engaged in e-commerce. If this is your case, don’t worry! We have the perfect solution for you. If you want your call management system to be efficient, as well as satisfy your customers, you have to incorporate the IVR system.
If you are interested in knowing more about this solution, read on to find out everything about the IVR system and its integration with a Cloud PBX.
What is an IVR system?
An Interactive Voice Response (IVR) system is an automated telephone system that allows customers to interact with the system over the phone. The system is programmed to automatically respond to the actions of the other party (either by voice or by using the keypad to perform an action). Interactive Voice Response can also deliver previously recorded messages as a telephone greeting or a menu of options, making it easier to interact with customers.
In addition, this interactive voice server allows calls to be received and made automatically according to the options selected by the user. Thus, the caller can choose the option corresponding to the topic of their call. This can be done by pressing a key or by giving a voice command following the established instructions. Thus, the caller will be directed to the appropriate agent, who will be the one to help the customer and answer all of their questions.
What are the functions of the IVR?
The IVR system mainly performs the work of a receptionist, however it is much more efficient. It enables companies to have an automated PBX with numerous and very advantageous features.
First of all, the IVR allows the recording of several voice messages, which will be transmitted during the call to the customer depending on the situation. It is therefore a kind of virtual answering machine, which allows the efficiency of the management of your calls.
Among the types of messages that we can configure with the IVR system we offer the following:
Waiting message: Used when the telephone system puts the caller in touch with the agent they are trying to reach.
Closing message: When your office is closed, the caller receives a voice message informing them of the current hours of operation. This is an interesting option because it allows the caller to find out why their call has not been answered and when they will be able to call back.
Greeting message: This is a message that the caller will hear at the very first moment of the call. It can be a simple greeting or a multiple choice menu that allows the IVR system to redirect the call to the appropriate party.
This interactive voice response system allows the caller to be redirected to the service they wish to contact. This may be, among others, an agent who speaks your language or who has certain specific skills or knowledge needed to handle the incoming call.
How does it work?
When the calling customer dials the company’s number, the IVR system automatically offers an interactive menu of options so that the caller can choose the service or option they wish to access and their call is redirected to the agent best trained on this service/option.
Thus, the customer will have to press the corresponding number on the keypad as indicated in the options menu, and the phone keypad sends a DTMF tone to the company’s host system, which selects the appropriate action based on the option chosen.
Depending on the company that owns the IVR system, the option selection can be very specific (with a main menu and submenus to direct the choice precisely) or very general (with a single main menu).
What are the advantages of the IVR system?
An IVR system has numerous advantages for the companies that use it.
Among the main benefits of the IVR, we can distinguish the following:
Improved customer service: The IVR allows the caller to be redirected to the service or the person they are trying to contact in just a few seconds. The caller does not need to waste time looking for the correct number of the person they are trying to contact, or wait for long periods of time for their call to be transferred by a receptionist to the person they would like to speak to.
Professional image: the IVR menu allows businesses to reflect a professional image by offering customers a personalized welcome, as well as meeting their needs quickly and efficiently.
Increased sales: Interactive voice response allows the company to increase sales by offering customers a personalized and professional service, so that they will feel more confident when contracting the services offered by the company.
Allows 24-hour assistance: Even outside of office hours, the virtual IVR automatically responds to customer calls, informing them of the times when they can call back and speak with an agent.
In short, the IVR system allows the company’s agents to be faster and more efficient, providing better services and a response more in line with what the customer is looking for.
How to install an Interactive Voice Menu in your company?
The integration of the IVR system with your virtual PBX is very simple. Simply activate the IVR features on your phone number and choose the voice overs you want, all from the Fonvirtual user interface.
For example, you can choose the phone greeting you want so that your customers hear it when they call you, or you can set up a menu of options such as: “if you wish to speak with a sales representative, press 1, if you are already a customer, press 2, etc.”
Of course, our team is available to help you set up your IVR system.
To learn more about integrating IVR into your Fonvirtual virtual PBX, contact us.