Interactive voice response is an innovative solution that allows agents to collect information from callers before an interaction begins, working together with telephony systems to aid in and accelerate service delivery. IVR also give callers the ability to access data from back-end systems – without agent intervention – using their touch-tone phones.
The benefits of IVR are clear. The software has been proven to boost customer satisfaction, increase agent productivity, minimize call handling times, and reduce the costs associated with phone-based services.
SafeSoft Solutions provides state-of-the-art on-demand software that empowers contact center agents with the tools they need to more efficiently manage inbound volumes. As a result, they can improve interaction quality by eliminating holds, waits, and other inconveniences and offering more rapid access to information.
The user-friendly point-and-click interface makes it easy for anyone to model and build fully customized scripts and call flows within our interactive applications. Even highly sophisticated, multi-level scripts can be easily created, with little or no technical savvy required.
While many automated service products are designed to collect information from callers for use by phone representatives, our IVR system also allows prospects and customers to leverage self-service capabilities. This provides access to routine information such as account balance, order shipping status, payment details, and more via any standard touch tone phone.
Companies who use our IVR can offset routine or repetitive inquiries during peak calling periods, and provide customers with the convenience of obtaining the information they need around-the-clock (even when the contact center is closed). At the same time, they can minimize staffing requirements and keep agents free to handle more complex inquiries that require personalized attention.
Delivering information to callers is simple with our robust IVR text-to-speech capabilities. Our systems leverage today’s most advanced speech synthesis techniques to dynamically translate data from back-end applications into clear, easy to understand voice output. Our text-to-speech technology also provides multilingual support for today’s international contact centers.
Allowing callers to access the information they need via their touch tone phones is fast and simple. But our self-service solution further increases convenience by allowing callers to speak their requests, instead of keying them in. Powerful speech technology captures and processes speech with the highest level of accuracy.
IVR from SafeSoft provides direct access to any ODBC-based data source. So, companies can enable callers to retrieve information from a variety of corporate systems, such as accounting, sales, and other applications.
IVR helps keep customer and prospect information current and accurate at all times with automatic information capture and update capabilities. New addresses, changed phone numbers, and other data are collected from callers, then dynamically updated in CRM databases and other systems.
Learn more about interactive voice from SafeSoft Solutions, and how it can help your call center optimize service and productivity. Sign up for a FREE trial TODAY!
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