Interactive Voice Response (IVR)

Give your customers the power to drive conversations.

Create interactive telephony menus which allow your customers to navigate quickly to their required department or service.

What are Interactive Voice Response (IVR) systems?

IVR systems are a great way for call centers to automate customer interactions and also call routing. The way they work is simple. The customer calls in, and is then presented with a series of automated options to select from using their landline or mobile telephone keypad. Once a selection has been made further options can be presented and selected from until the relevant area has been reached.

IVRs provide round the clock support and can be used for applications as simple as call-routing and data capture, all the way through to payment collections and carrying out surveys.

What can an Interactive Voice Response (IVR) system do for my business?

Here are the features which will help you deal with inbound calls in a more effective way.

Personalised
calls

Access CRM data to allow customer details to be used for identity authentication and added call context.

Call flow
feedback

Establish the stage each of your customers got to in their calls, and analyse those individual stages via reports.

Data
capture

Capture and store customer information during the course of a call. View captured data in reports, and update your systems.

Integrated
or standalone

Build Esendex Interactive Voice Response (IVR) into your existing telephony system, or deploy a standalone system.

Call
feedback

Record the stages reached in calls (E.g. completed payment) and feed those statuses directly into your CRM system.

Round the
clock responsiveness

Make sure a customers call is never missed. Receive calls 24/7.

Use Cases

Esendex’s Interactive Voice Response (IVR) in action

Collections

Having been notified of an outstanding balance (using either Esendex SMS, Outbound Voice, or Email) the customer is linked to your IVR to process the payment.

Our PCI compliant platform requires customers to validate their identity, and then process the payment in a secure and convenient way. We can even send your customer an SMS to confirm the payment when it has been successfully completed.

All details of payments made can then be summarised in the form of an intelligent report. Quick, easy and convenient for both you and your customers.

Appointment Re-scheduling

Avoid switchboards becoming clogged with customers looking to change appointment time and dates, by allowing them to make the change themselves.

Our Interactive Voice Response (IVR) system can be used to validate your customer’s identity, before interacting with your existing booking system to provide your customer with options for available appointment slots. Your customer can then make a selection using their telephone keypad.

Once a selection has been made, this information can be passed back to your booking system to update the customer’s appointment details. We can even send an SMS confirmation for the new appointment to your customer.

Data Capture

Relieve the stress on your inbound call centre by providing an IVR which quickly and easily captures customer data.

For any process where information needs to be collected, our Interactive Voice Response system (IVR) provides a convenient way for your customers to do this at any time of the day without the need to speak to an agent. Customers are asked a series of questions defined by you, which are answered using their telephone keypads.

The data collected is then sent to you at a time which suits you best.

The system can also transfer calls to an available agent if assistance is required, ensuring your customer gets help when they need it at any time during the call.

Satisfaction Surveys

By using our Interactive Voice Response (IVR) system to offer customer satisfaction surveys you can gain valuable insight into how your product or service is performing, and find out how customers think you can improve – all from within a convenient, non-intrusive, self-serve environment

Surveys can be initiated by the customer dialling the IVR or by your contact centre agent transferring the customer to the IVR line at the end of an interaction; instantly capturing feedback when it is most valuable.

We can then provide you with intelligent reports, allowing you to make smarter business decisions.

Meter Readings

Provide a convenient way for your customers to supply accurate meter readings without the need to wait on hold to speak to a call centre agent.

By using their telephone keypads, your customers will first of all be asked to validate their identity, and then provide their utility meter readings.

The information collected is then sent to you ready for when you need it.