In the pursuit of efficiency, automation is key.
However, ‘faster’ and ‘easier’ are not the only consequences of a well-executed deployment of technological tooling. Get it right, and user experience is also enhanced for both customer and service agent.
In terms of communication, Interactive Voice Response (IVR) is a potent example: saving time and economic resources; enabling more productive interactions; and driving that all-important contact center efficiency.
Indeed, recent AI-powered developments have made IVR an even better performing tool. Through intelligent voice recognition systems, natural language technology, and smart Customer Relationship Management (CRM) integration, IVR can help organizations respond automatically and directly to customer requests without the need for human intervention. For example, if a customer selects the option for technical support, they are automatically routed to the technical support department.
The benefits on both sides are obvious – all organizations and their IT providers need to do is partner with a vendor that has both the solution and the expertise.
“The world of customer service is constantly evolving, and companies are looking for solutions to improve the consumer experience, reduce costs, and increase the efficiency of their operators – IVR can do all of that and more,” says Christian Orlandi, CEO at leading global contact center software provider XCALLY, whose powerful and intuitive IVR offering is the perfect case in point.
“Since many customer enquiries can be handled very satisfactorily through an automated IVR system, companies can reduce the number of customer care specialists needed to handle incoming calls while simultaneously delivering improved service. That is surely a win-win for everyone.”
IVR tools enable customers to interact with a phone system through a ‘self-service’ voice menu configurable to companies’ specific needs. As well as helping to direct callers with specific requirements to agents with relevant knowledge and capabilities, they can also communicate routine information via recorded messages in ways which help organizations cope better with large call volumes.