Seamless integration with an IVR.
Integrate your call centre with a Hosted Interactive Voice Response system (IVR) to provide self-service options that reduce customer's waiting times and route incoming calls to the right sales and support agents in the correct departments.
Combine solutions for intelligent messaging
Multi-channel contact doesn't have to be complex. Use a combination of SMS and Voice to maximise customer satisfaction. Trigger an SMS as a reciept for payment or implement Text-to-callback when customers feel call waiting times are too long.
Dynamic scheduling with Outbound Voice
Adjust the number of concurrent calls you want to attempt over the course of a specified time frame prioritising targets according to your contact centre's goals. With various retry strategies and rollover criteria you can build an intelligent call flow taillored to your call centre requirements.
Support and sales with SMS chat
Enable customers to engage in real-time conversations by SMS for your most common sales or support questions to free-up phone lines for high priority calls. Assign to specific teams or departments depending on their area of expertise. And combine with Voice when further engagement is required.
Successful contact centres handle large, simultaneous call volumes by correctly routing a customer's call without delay. This allows an agent to be more responsive to a customer's needs and in turn produce a better outcome.
Esendex Inbound and Outbound Voice products can be adapted to an individual contact centre's requirements and then can be combined with SMS, Email and Mobile Web to increase engagement and lower costs.
Secure, compliant and flexible, our high quality, affordable and easy to manage solutions can be implemented across numerous industries to take payments, answer support queris and reduce call waiting times.
IFrom intelligently routing large volumes of calls concurrently to making a substantial number of calls automatically, Esendex Voice frees up your agents to make time for higher priority interactions.
- Route calls & improve call flow
- Greet customers
- Facilitate menu options
- Process simultaneous payments
- Answer support & service queries
- Conduct surveys
- Validate account access
- Facilitate existing communication channels
- Send alerts
- Facilitate customer service
Killer customer service stats
- Only 7% of call centres currently offer an IVR solution.
(JD Power & Associates)