Through Interactive Voice Response (IVR) systems, one can provide an automated call service to customers by presenting them with information or also allows them to make payments through the phone, especially without needing a human agent. This feature has made the IVR widely popular across various businesses.
Furthermore, IVR can handle a large volume of calls more efficiently and are also cheaper than employing human assistants. IVR can also run from the existing phone system and hence prevent the need for further upfront hardware costs. Thus IVR is a cost-effective solution, in addition to being a time saving way to connect customers to a sully automated service.
As a drawback when IVR is overused, it causes customer frustration to say in the least, a situation which occurs especially when the client prefers human assistance. However, modern IVR systems are now equipped with in-built features connecting to the current contact center software. This feature makes it easier to assess and route customer calls more effectively and intelligently.
With the addition of cloud-VoIP, analytics can follow the customer journey and also adjust it as per their requirements. This further allows a business to optimize the system in order to augment caller satisfaction and to improve on the completion rates.
Below is a list of some of the best IVR solutions available in the market:
Five9, Genesys PureCloud, NICE inContact, RingCentral Office, Twilio, among others.