Interactive Voice Response (IVR)
Interactive Speech Interaction System (IVR)
КEvery day Contact Center processes large flows of requests on a variety of issues start from getting information about the working time to solving a complex issue. If there are additional channels of service, such as chats, email, social networks, anyway the first place remains for a telephone call.
For companies that care about their customers’ loyalty, there is a serious difficult question: to provide customer service by phone in the Contact Center, but with the optimal costs for telephony and agents, with a high level of service. In this case, an automated interactive voice menu, in other words – the IVR system, is the best way to handle that.
IVR system is a platform of speech interaction, queue maintaining and routing using tone dialing (“press” 1 to find balance and press “0” to contact the operator … “). It allows the speech recognition and speech generation technologies (IVR Text To Speech and Automatic Speech Recognition) to provide dynamics and self-services for clients on IVR. In addition, NLU – Natural Language Understanding (NLU) is rising momentum in IVR, which allows a new look at both self-service and routing in general.
With NLU, companies can automate up to 40% of the call, serving customers on IVR without operators involvement. In other words, with the same number of agents, it is possible to significantly increase the level and quality of service by intelligent routing and transferring clients to self-service.
The main supported functions of IVR system for automatic call processing and interactive voice response are as follows:
Ability to build branched voice menus with various levels of submenu. Navigation within the menu, in addition, allows you to implement the following features:
- Return to the previous menu (one level above)
- Return to the main menu (to the first level)
- Exit the IVR system and connect to the Contact Center operator by pressing only one button on the phone
- The ability to select the desired menu item, without waiting for the end of the voice message
- The possibility to get client’s number in the queue
Supporting for multiple languages, including the playing of numbers and dates in Russian and Ukrainian
Auto-informing about important events, actions and incidents
Possibilities of integration with customer information systems (databases and CRM) for the exchange of necessary client information
Routing based on information from the Customer Database
Providing integration with voice recognition modules for routing and customer service without operators
The possibility of implementing outbound call campaigns without operator involvement for tele-marketing, notification, etc.
The possibility of subscriber’s voice recording during the IVR session
Supporting for historical, analytics and real-time reporting
Self-service services using a DTMF tone (to find out the card balance, the status of the request and a lot of other information) and getting the client information from the Customer database
The IVR platform can be implemented both on the customer’s website and as a cloud service (Cloud IVR)
The Cloud IVR allows you to implement a limited number of functions, but significantly save on equipment. Stationary IVR, i.e. in-house solution, gives access to a large number of tools for creating integration points, creating self-service applications, consisting of a set of various interactive services, targeted at consumers of products and services of the owner of the platform. An important part of the success of implementing IVR is correctly organized items and the logic of the future IVR, as well as developed points of integration with information systems.
NOVAIT has many years of experience in developing and implementing complex IVR systems, including cloud (Cloud IVR) systems, using speech recognition and synthesis technologies, as well as their integration with the customer’s information systems.
Solutions that NOVAIT offers on the basis of quite well-known products in the world market are: