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IVR: Control customer service times

Behind the call center systems we call, there is a great strategy. As a customer, it is difficult to understand all the engineering behind every element that goes into a call to the call center. However, everything is controlled to facilitate the work within the company. In this reality, the IVR is an element that plays a key role. Many people think that calling a company’s call center is extremely tedious. However, without all the elements found in a business call, the experience would be even worse. The best thing is that everything is designed so that businesses and companies can guarantee quality service. This is the great secret of the largest companies in the world.

IVR: Saving time to serve everyone

ivr interactive voice response

Growing companies know how difficult it can be to manage customer service. At some point, dozens of calls will turn into thousands of requests, suggestions, orders and complaints. This is the point at which the virtual PBX stops being a complementary tool and becomes a necessary work element. When calls increase, the work becomes more complex. Even with a fully staffed call center, it is often impossible to deal with all customer requests. For this reason, companies resort to the IVR or Interactive Voice Response system. This is a tool that allows obtaining customer data, guiding them through the options and transmitting some advertising. Added to this is the function of greeting users, which is also important. What customers ignore is that all these elements that they hear until they are attended to by an operator, allow them to save time. While the users who start calling go through all this filter, the teleoperators are attending to other customers who called before. The IVR and the call center’s telephone functions make it possible to better manage call queues. Because, although users may not know it, they are almost always in a queue to be served.

IVR messages manage business calls

VoIP IVR is a tool that saves time in multiple ways. When the greeting is transmitted, the customer service department has a few seconds more to finish with other calls. When the system asks the customer for data such as ID card, the data necessary for the service is obtained earlier. All this means gaining time to attend to all customers and reducing the queue of waiting calls. In fact, one of the functions of the IVR is precisely to reduce the queue of waiting calls. This can only be achieved by stretching the time users spend interacting with this part of the virtual PBX. If all calls were to arrive instantly to the teleoperators, they would often not be able to handle all the demand for attention, in the case of busy companies. In the IVR, everything becomes a legitimate opportunity for telemarketers to save time. Even this part of the system will help people who do not have an important business to deal with to hang up the phone before being attended to. Basically, this system requires the customer to be clear about the reason for his call and to take it intelligently. In this sense, this automated system makes everything more efficient.

Neotel has a modern virtual switchboard

It should be noted that Neotel’s software is one of the most complete, offering solutions of all kinds for companies. VoIP IVR is a central tool for any type of company, but it is only one module of our program. With an innovative virtual PBX you can sell more, organize customer data, make outbound call campaigns and improve your company’s image. For sure, this is a tool that guarantees structure to any business. Our program is inspired by the advanced Asterisk virtual PBX. This is an innovative free software program that has PBX functions. Its last update is from the year 2021 and Neotel has adapted the best of this system to offer our customers the best in business communication. If you have a business and you are interested in the IVR and everything we have prepared for you, contact us.

The positive psychological impact of IVR on customers

The virtual switchboard is much more than a tool for the call center. And definitely, this type of department has a very important impact on the company’s image. Having customer service tools has, above all, the intention of promoting the good image of a company, as well as the approaches with the users. In this order of ideas, the IVR plays an important role. There is a lot of talk about the ability of IVRs to generate automated solutions. That is, through them, customers can solve some problems on their own. Their ability to disseminate advertisements of any kind is also fundamental. But beyond all these functions, which are true, the IVR has an impact on the customers who call the company.

IVR: Introducing the customer

ivr interactive voice response

To begin with, the IVR is an interactive voice response system used in the most prestigious call centers in the world. Basically, this tool is the one that asks us for personal data and directs us through the telephone options when we make commercial calls. It would appear to be a simple operator, but everything in this mechanism is designed to improve the customer experience. The IVR interactive voice response allows users to be introduced to customer service. Therefore, its structure allows the introduction of voice messages and recordings. Each company must create its own institutional welcome messages, consistent with the company’s mission, vision and other corporate identity elements. This introductory message alone has a very positive effect on callers. If the message is well recorded, directed and edited, the right thing to do is to generate a good feeling in the user. Although calling a call center may not always be a pleasant chore, a good greeting can noticeably calm the customer. The intelligent use of voices is usually fundamental to achieve this effect, because it will allow users to feel that soon their doubt or problem will be solved. If the caller becomes tense when calling, this part of the call should calm him down a bit.

IVR facilitates call queuing

One of the reasons why IVR technology is so widely used in the business world is because it makes customers feel less stress during the wait. Some call centers are really congested and even if we don’t realize it, we often wait longer than we think. Precisely, this happens because the interactive voice response system is distracting, with messages that are also attractive to the ear. Internally, every call center has queues of waiting callers. These are customers who are waiting for a telemarketer to answer them. Sometimes, these queues can be very long, but the IVR is busy with each user, communicating the greeting, guiding them through the options, transmitting some advertising and all this allows the agents to save time. The best part is that customers don’t notice this, so it’s a fairly seamless process. Every message should be aimed at distracting and keeping the customer in a good mood. Even if it is a telemarketing survey, a welcome or an advertisement, the right thing to do is to evoke reassurance. The IVR interactive voice response also plays a dosing role in case users feel any discomfort. This will also help to improve the telemarketer’s management, especially if it is complicated.

Our IP PBX has a highly adaptive IVR

Neotel’s IP PBX is one of the most innovative and advanced in the market. Of course, we also provide companies with an easy-to-configure and versatile IVR system for any type of business activity. Our interactive voice response system even allows the addition of telemarketing surveys, key to creating strategies. 20 years of experience and hundreds of contracts from companies all over the world accredit Neotel in the business communication business. Our software is one of the most stable, modern and easy to use. The best thing is that it has several useful applications for marketing, as well as for other vital tasks within a company. Undoubtedly, having an IP PBX with a guaranteed IVR is something positive for any type of enterprise. Contact us, in case you want to purchase any of our products.

IVR: Why do entrepreneurs need it in their start-ups?

Generating credibility is one of the most difficult tasks for entrepreneurs in their beginnings. Of course, getting started is important beyond fame, clientele or available resources. However, there are quite inexpensive technological solutions that allow any type of business to be professional. Precisely, the IVR is one of those tools that provide the business with a formal and convincing image.

Nowadays, many people start small businesses from scratch. Some even at a very young age, using only social networks and a smartphone as the only means of business communication. This is not bad, but you can always use telemarketing software to project more professionalism. At this point you may be wondering, what is an IVR?

 

ivr interactive voice response

IVR: A tool we all know

Talking about IVR phone system seems very complicated, technical or little seen. However, this is a system that almost all of us have encountered in one way or another. Those who have called a bank’s call center or telephone company have come across this type of tool. Truth be told, few people in today’s world have not interacted with telephone customer service.

When a customer calls and encounters an operator who asks for their information and leads them through the departments of a call center, they are interacting with the IVR. This system is also known as Interactive Voice Response (IVR).

The main function of the IVR is to interact with the customer, collect data and lead him through the menu of options. In this way, the customer will be able to communicate with the correct department when establishing communication with a call center. In the meantime, this automated system can perform other very important tasks for the call center.

However, the IVR telephone system also fulfills a dual institutional and advertising role. In principle, this application allows the introduction of institutional messages, slogans and recordings that identify the company and humanize it. This is the most interesting part for those who have a very recent venture.

IVR as an institutional element

Many entrepreneurs lack elements that evoke institutionalism when starting their initiatives. This reduces reliability among users in principle, which is always synonymous with fewer sales. Precisely, the IVR makes it possible to incorporate institutional messages and advertisements in a business phone. This can be verified when calling any company or institution with a call center. The first thing you hear is a welcome, some advertising, and then the customer service process begins.

Basically, the IVR has several spaces where recordings with institutional messages can be placed: the name of the company, mission and vision and other dialogues that serve to project the enterprise as a serious, responsible and formal company.

In fact, having an IVR when a client calls evokes seriousness. If a customer communicates with a business and hears messages from this interactive system, he will quickly understand that he is communicating with a serious, respectable and real company. This is much better than calling a personal phone, for example.

The IVR as part of the brand

But beyond being an element that evokes institutionalism, the IVR is nowadays used as a branding element. For sure, business advertisers try to unify IVR messages with other advertising elements of the companies. For example, if a business advertises with a featured advertiser or voice, they often try to incorporate this element into the interactive response system as well.

This is something that can also be seen in the call centers of clinics, banks, insurance companies and telephone companies. This is how a system that was intended to interact with people to facilitate their entry into the call system, has become a really effective advertising space.

The IVR’s effectiveness in creating a company’s image is truly astounding. This is so because every time a customer calls the message is repeated, remaining in the subconscious. Companies create an identity and characteristics that identify them, becoming a brand. Evidently, going from being an initiative with a future to becoming one is what every entrepreneur wants for their venture.

Space for promotions

The spaces to insert recordings in the IVR are quite usable and, since customers are the ones who call, there is usually enough time to transmit promotions. In fact, this interactive system usually greets users with an institutional welcome. But, in addition, you can always use a few extra seconds to announce an offer, sweepstakes or promotion.

That is to say, after the greeting, a promotional recording can be placed. Likewise, you can take advantage of the time the customer is left on hold while a request is being processed. Currently, the IVR offers a very broad structure for adding advertisements. Best of all, you can always change the advertising pieces, giving some variety to the content and allowing for different promotions.

Customers are totally accustomed to hearing promotions right at the beginning of their calls to a company. In other words, it is very difficult to cause any kind of annoyance with this service.

Three technical functions of the IVR

Next, the IVR solves problems that are important for consolidated companies with a large volume of calls. To tell the truth, this module revolutionized the logic of corporate customer service in multiple ways. This is because its functionality has made it possible to address many customer service issues. Far from attending to customers and greeting them, the IVR fulfills the following functions:

It incorporates self-management systems: the development of automation has made it possible to incorporate self-management systems that allow customers to solve their problems by themselves. For example, nowadays it is not necessary to use a telephone operator to reset bank passwords. The IVR makes it possible to incorporate these automated applications and improve the quality of service.
Redistributes call queues: When companies begin to have call volume, the IVR gives companies time to attend to the calls in queue. In other words, the time used for greetings and promotions is useful for people to wait a little longer without feeling that they are waiting. In addition, by directing people to the appropriate departments, it avoids inconveniences.
It allows surveys to be conducted: If there is something that companies value nowadays, it is being able to have information from their customers and users. Precisely, with the IVR it is possible to incorporate telephone surveys to make all kinds of queries to the people who communicate with the business. This is a very useful function that not all companies with telemarketing software can offer.

In reality, the IVR also fulfills other functions that are of interest to those companies that have call centers. This is just a taste of what this application solves. It could be said that it is one of the most important parts of any virtual PBX.

How to have a business line?

At the beginning of the article we indicated that the IVR is an automated application used when contracting business lines. Perhaps this may sound strange or complex, but in reality all entrepreneurs can have a business communication system with a very low investment. To do so, you only need to hire a virtual PBX.

The virtual switchboard is a software that allows entrepreneurs to have functions and modules that are used in the call center. However, it does not matter if we do not yet have a call center or a staff of telephone operators. In principle, this tool will provide any entrepreneur with professional, formal communication and tools as useful as IVR. In fact, this is just the beginning of all the modules offered by this service.

The best thing is that hiring a virtual switchboard is not something extremely expensive or impossible to afford. In fact, at Neotel we have quite cheap plans, designed for entrepreneurs and merchants who are just starting their business. It is possible to contract this software for a basic monthly fee of 100 euros and have basic functions and, of course, the IVR telephone system. From this point on, no one will doubt that your company is real, integrated and formal.

Neotel also has advanced modules, ideal for marketing, data collection and customer service. Our company offers everything you need to professionalize your business. Check our rates and contact us if you have any questions.

The advantages of having a virtual PBX with IVR

Call center software is well known in large companies and with customer services. However, this type of software is very useful in any enterprise and one of the reasons is precisely the IVR. This well-known but effective manager is one of those systems that contribute to business success.

In its beginnings, the IVR only fulfilled the function of guiding the users through the departments when they communicated via telephone with the company. Nowadays, the installation of this system brings many other implicit benefits. Below, we will explain the advantages that businesses acquire by installing an IVR.

What is an IVR?

ivr interactive voice response

The IVR is an interaction system inspired by the first call center menu options. However, while these simply consisted of a recorder that told the customer which number to dial to contact a department, the IVR interacts, requesting data from users and facilitating telephone service.

The IVR is automated and that is why it can interact with all customers who call a company’s telephone numbers. Although it is a system that is a few years old, its results are still very positive so it has maintained its validity.

Those who do not know what IVR stands for, should know that it is Interactive Voice Response. In Spanish it translates as Interactive Voice Response. An example of this system is the operator who asks for our ID when we call a bank and with whom we interact. Of course, this type of system can operate and be useful in any type of company, even without the need for a call center.

What are the advantages of using IVR?

The IVR is more than a call manager for customers contacting a company. Its usefulness in call centers is much more important than many businessmen and traders think. In principle, the most visible task of this interactive system is to guide users who call the company through the menu of options. However, this is only the beginning.

The IVR is a useful telephone manager for the customer and also for companies. But beyond this function that will now be explained, this automated system has been used to perform other functions. Therefore, it is understood that the IVR has many advantages that go beyond the usual.

The scope and use of the IVR is quite broad. The best thing is that this is a very inexpensive module that is usually part of the call center software. Even so, its benefits are several and that is why many companies implement it.

Managing calls: basic function of the IVR

The IVR allows callers to be routed to the appropriate departments according to their requirements. Many believe that this is just a method of assisting users, but its work is much more comprehensive. In fact, interactive voice response helps companies keep their call waiting queue at bay. This tends to be very positive, especially for firms with a high call volume.

IVR gives call center operators time at times when a lot of calls are coming in. In this way, they avoid tedious call waiting, which is not a good reputation for any company. Basically, this automation module improves customer service.

In addition, just helping customers to enter the right phone options is very positive. In fact, this saves the user the inconvenience of having to call several times to find the right department. Undoubtedly, with the IVR system, the user wins and so do the companies. However, this is just the beginning of the advantages of this module.

The IVR is part of the marketing of companies

Companies that configure their IVR using branding elements gain a lot from this system. Interactive voice response welcomes the customer and allows the company’s image to be created and projected at the beginning of calls.

When we call some companies that use this module, we can notice that institutional messages and offers are conveyed in the module. This is because companies use the IVR system as a marketing element. They do it because it is very effective and at the same time cheap.

The IVR also serves as a permanent advertising space that costs nothing and is very effective. Companies pay for it when they purchase call center software. The best thing is that the messages displayed in this module can be changed from time to time. All those customers who call the company will hear the advertisements broadcasted there. This is one of the main reasons why firms of all types acquire the virtual PBX.

Some companies additionally invest in professional voice-over services. This is how they achieve real voices for the IVR, which humanizes the message much more. In some cases, even public personalities are hired for this job.

The IVR provides useful information

The IVR is much more than a menu of options voiced by an operator. Because it is interactive, it prompts customers for information necessary for their service. This, in turn, makes it easier for the operator to serve each individual customer. Once again, the IVR becomes an element that facilitates both the customer and the telephone agents.

In fact, through the IVR, fundamental data are requested to manage the companies’ customer service systems. For example, a cable TV company can request in advance the ID card of each calling customer. Most of the time, this type of information is usually needed to look up the user’s profile in the CRM or database.

Next, the operator receives the customer’s ID from the moment the call comes in. While the customer is talking, the telephone agent can explore the user’s profile in the system and verify the problem, and even solve it. With the IVR system, everything becomes easier, promoting a fluid conversation between the company’s representative and the company’s callers.

Telemarketing survey: another reason to have IVR system

In its common operation, the IVR asks customers for information before passing the call to a telemarketer. However, this is not the only data that companies can collect from this automated system. In fact, there is a great deal of business-relevant information that can be learned from this module.

The IVR allows the introduction of telemarketing surveys for any type of customer inquiries. From here, queries can be made about favorite products, age data and other information that allows the company to generate better offers and products. The customer will simply listen to the question and the options, dialing with the telephone keypad the answer of his preference.

The telephone survey is one of the sources of information used by the most prestigious companies. In general, it yields useful information to create increasingly successful business strategies that generate more revenue. This is a complement to the IVR that some companies are not aware of.

Formalize your business

The problem for many people who have small businesses or are self-employed is that they struggle to build prestige and credibility. Just using only social networks or personal phones to make sales will always generate some doubt in any customer. Having IVR and beyond this, a call center call software allows to give more formality to any economic activity.

IVR allows incoming calls to be initiated with a professional voice and presentation. This type of system is usually associated with large, experienced and prestigious companies. Customers will be greeted by an operator every time they call.

The best thing about call center software is that you no longer need to have an office with tele-operators or expensive facilities. You can have an innovative program with advanced telemarketing and customer service features for a very low cost. At Neotel, there are virtual PBX plans for freelancers and SMEs.

Neotel has the most stable and economical IVR and virtual switchboard.

At Neotel we have several plans that adjust to the size, budget and requirements of each company. In addition, our customers can build their own plans and request the modules they want to use in a customized way. Even a freelancer who is just starting his business could afford the virtual PBX.

Serve your customers in a professional way, with the right tools and the formality that gives prestige. At Neotel you will find a wide range of technological solutions for business communication.

What is IVR and what are its functions?

When we talk about IVR, it seems that it is something very innovative. However, many companies and customer service centers have been using it for almost three decades. To tell the truth, everyone who has called a bank or the call center of their telephone service has interacted with this automated mechanism.

At the time, having an IVR was a major technological and business breakthrough. At first, many companies did not believe that users could adapt to these self-service telephone systems. Today, not only are they very common, but they have been incorporated into almost every type of enterprise.

What is IVR?

 

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The IVR is a recorded operator system with which people interact when making a call to a call center. For example, when a customer calls the bank and a recorded operator asks for his ID number, this application is doing its job.

The action of the IVR goes far beyond redirecting a call to a specific department. However, this system also interacts when the customer is in the options menu. Its characteristic task is to request information, process it and return an answer to the calling customer.

The more traditional IVRs operate by dialing the numeric keypad. With technological advances, it has been possible to incorporate mechanisms that recognize some voice commands. Active human-machine interaction defines this telephone manager.

The acronym stands for the name of this automated telephone manager. For those who wonder what IVR stands for, it is Interactive Voice Response.  In Spanish it would be translated as interactive voice response. Today, this is a service that is part of the virtual IP PBX.

How does the IVR work?

The IVR has the role of welcoming customers who make incoming calls to a company. In addition, it allows the customer to be directed to the telephone options that allow them to reach the appropriate department or solution. To do this, the system is interacting through recorded voices.

In the middle of this, the IVR system can request some useful personal information from the customer. This could be the DNI, or some important information that is useful for the management of their case. From that moment on, the automated assistant is facilitating the attention.

The implementation of the IVR generates benefits for both customers and the company. The important thing is that the user provides the information properly and understands how to navigate through the menu of options. This interactive system is specially designed to communicate in a simple and effective way.

The functions and utilities fulfilled by the interactive voice response are numerous.

IVR helps to reduce the queue of waiting calls

One of the priority tasks of interactive voice response is to reduce call queues. It does this by keeping the customers executing incoming calls distracted. While the user interacts with the machine, it gives operators time to handle calls that came in earlier.

The IVR also reduces the flow of waiting calls by routing them correctly. After all, many times queues are generated by customers getting through to the wrong departments. Nowadays, people often find their way around the menu of options better thanks to the guidance offered by this automated system.

Although it seems that some customer service departments are often overcrowded, they would be much more inoperative if it were not for this system. For example, calling busy banks would be a much more difficult task today.

IVR speeds up talk times

The IVR system reduces the length of operator-customer conversations. It does this when the interactive voice obtains personal data from the user. Most of the time, this information is in the agent’s domain before the words are exchanged with the customer.

This is something that not everyone knows, but while the agent is greeting, he is already checking the system. This is possible because the IVR has given the operator the information he needs to advance the management. This is how conversation time is reduced without the users noticing it.

Some IVRs can even inform the operator about what the customer needs. In this way, the operator starts to generate solutions before the user tells his problem. The operator is always one step ahead of the user.

Generating customer peace of mind

The IVR is much more than a recorded voice that guides the customer through options. Since its welcome, this interactive system is dosing potentially annoying users. The mere fact of being able to listen to the operator gives the customer the feeling that the company is accessible and will soon find a solution to their problem.

That is why the creators of these systems are making more and more effort to use humanized and sensitive voices that are pleasant to the ear. In addition, as mentioned above, the interaction distracts the customer to shorten the conscious waiting time. At all times, the interactive system acts as a dosing factor.

This application is developed from psychological approaches to achieve positive effects on the mood of the clientele. In fact, users are often more annoyed when the IVR has a very short action that leads to long waiting times. This negative effect also occurs when the call center uses traditional call assistants.

Self-management: the user can solve his own problems

The IVR’s breakthrough came when it allowed customers to self-manage their problems. Today, these systems are so complete that they allow people to manage their problems without the help of operators. For example, this is the case with banks that have automated systems for changing a credit card password.

This novel approach simplified many tasks for customers. This meant moving from an automated IVR to automated self-service systems. Another outstanding example of this is the systems implemented by telephone agencies for changing plans.

IVR-based self-management also makes it possible to streamline the call center’s call flow. Companies that incorporate this type of solution reduce their queues of waiting calls. In fact, some customer service departments have lowered their costs as a result. The best part is that IVR can be used in even more cost-effective and creative ways.

IVR improves company image

By implementing telephone self-service systems, the IVR allows for 24-hour customer service. Since customers can solve some of their problems themselves, the service is extended without generating cost or effort. Companies that work in this way are better valued than those with limited opening hours.

Self-management is synonymous with accessibility, practicality, innovation and simplicity of processes. Every customer wants to be able to solve his or her problems no matter what time it is. In fact, the incorporation of an IVR system is giving users tools to overcome numerous inconveniences regardless of the time.

For example, a bank that allows you to process the unlocking of a card at three o’clock in the morning is well appreciated. Customers understand these automated systems as solutions in times of trouble. In other words, their implementation only results in increasing the company’s good image. Indeed, solving problems is the ultimate goal of any private initiative.

Customers also appreciate that companies are innovative and this is synonymous with quality. A high-performance IVR with innovative solutions allows you to stand out from the competition. To be precise, this type of automated system can weigh heavily when users choose which company to opt for. This is even more important for service companies.

Neotel has a high quality IVR system.

All of the above suggests that choosing an IVR is not something to be taken lightly. This system must be functional, fast, understandable, attractive and be flexible when it comes to configuring the options. Neotel’s application has all these qualities and our experts work to ensure a menu of options.

Neotel’s IVR voices are quite humanized and focused on guaranteeing a pleasant experience to the hater. The best part is that it requires no additional installations and costs for those who hire our virtual IP PBX. Companies that require this mechanism can contact us. Undoubtedly, one of the most effective and current telephone management solutions available.

The IVR is the face of presentation of companies and is even part of their identity. Neotel offers this and other useful modules such as the progressive dialer, the robot call, sending bulk SMS, telephone surveys, virtual fax and much more. All these tools are compatible and work together with our cost-effective virtual IP PBX service.

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Personalize the ivr with a professional voice-over service

A company’s call center is a fundamental part of its advertising image. When a customer calls, he/she is met with sounds, messages and voices that eventually identify the company. Firms that manage to turn these elements into a brand usually resort to a professional voice-over service.

The IVR is the system that interacts with the customer when calling a company. This is the voice we all hear when we call a bank and ask for our ID. This automated module is the same one that leads the user through the options they have to channel their call. The fact is that this can be enhanced to build the company’s image.

The ivr as a brand element

The ivr is what all customers come in contact with when they call the call center. Many companies make sure to set it up well so that the customer can easily handle their requests and complaints. However, many times they forget to customize the voice over of this system.

It is important to note that ivr is an automated customer interaction system. In other words, its function is not only to indicate which numbers a user should press to communicate with each department. In fact, the nature of this system is to get in touch with the clientele.

The most prestigious companies customize their ivr by using a professional voice mail service. In this way, they make their interactive voice response system part of their branding and advertising efforts. In this way, the message can be much warmer, friendlier and have characteristics that the company wishes to project.

Professional voice-over services

One of the most effective strategies is to use an operator with a female voice. The aim is to project to the customer the willingness to be served with kindness, affection and companionship. The way in which the speech is configured is fundamental to generate a good impression on users.

Another important contribution of the professional voice-over service is that it allows recordings to be made in other languages. This is essential for companies all over the world. In every country there are always users who only speak languages other than the local one. The service is facilitated and the image projected by the company to the outside world is strengthened.

Professional voice-over services can become a differentiating element in the long run. It is important to personalize the voiceover voice of the ivr in order to make a difference with respect to the competition. Hence, this element of the call center software can be understood as an advertising tool.

Ivr and professional voice-over services

Neotel offers both the installation of the ivr and the professional voice-over service to customize it. Both services can complement the virtual PBX contract. Companies can also order these modules separately. The voices are 100% human and each phrase is recorded in detail to be heard as desired by the contracting company.

What is IVR and how does it work?

The new tasks of the ivr in the company

The most innovative companies incorporate customer self-management as part of their operation. For those who are wondering what an ivr is, it is the voice system that is usually heard when calling some call centers. That operator who asks for information such as ID number, or who indicates options to dial is a tool that allows the customer to resolve their concerns and problems.

To define ivr is to talk about progress and innovation, and this tool offers increasingly better applications. Interactive voice response systems are becoming more and more open and allow better functions to be performed. In fact, they have gone from guiding the customer through the contact center menus to a more complete interaction. Everything will depend on how up-to-date the system is, but above all, on how the company knows how to take advantage of it.

What is ivr in telephony? Simplified interaction

 

ivr virtual pbx

The magic of ivr is that it allows the customer to be served without the need for a single operator. Some requests and inconveniences can be solved from the system itself. That is why this module is associated with self-management, especially in the field of service companies. Banks, insurance brokers and cable TV companies often implement it to make things easier.

Doing a credit card password change is that kind of thing that some ivr’s allow. The result of their implementation is the resolution of a myriad of problems in an automated way. In this way, a company’s operators concentrate on problems that require more personalized attention. It sounds simple, but the truth is that it generates solutions for both companies and their customers.

Now, perhaps the more appropriate question is, what is ivr today? The answer is that it is a very versatile tool that can be used even in telemarketing. This is probably a facet of ivr that is known in very few companies. Interactive voice response systems are automated tools whose scope and function depends on how it is used.

ivr creative work

One of the most profitable tasks that we can perform automatically with ivr is polling. This system can be used to ask questions about products and marketing. It is also possible to know the demographic and age composition of the customers. This is essential to be able to create a business strategy and services tailored to the most interested parties.

There are also systems with outbound ivr with which automated messages can be made. The same robot call offered by companies such as Neotel in its virtual pbx has to do with this type of module. Those companies that have this type of system can automate an endless number of notifications. In this way, operators can concentrate on resolving problems through incoming calls.

Perhaps the most innovative function is to motivate new purchases and even conduct contests with the ivr. For this purpose, this system is combined with the module for sending mass SMS messages. Messages for a new service can be sent and customers can be asked to call a number for activation. Likewise, surveys can be conducted by dialing and offering the user to participate in a contest. Undoubtedly, automation and self-management pay dividends.

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IVR: A central resource in customer self-management

Until the first decade of the 21st century, customer service was characterized by telephone conversations. Today’s customer service management is based on automation. Technological progress has led companies to offer tools so that their public can perform self-management tasks. To this end, the IVR has been a key tool that has been given little credit.

 

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Every business relationship is an exchange, and in the case of services the issue is always complicated. A sale implies a faster interaction between the parties, but banks, telephone services, health care and the like imply a more permanent association. It is precisely interactive voice response systems that have facilitated this relationship between the company and its customers.

IVR: interactive voice response

Interactive voice response (IVR) is the voice we hear when we call customer service. This operator leads users through different options and asks questions to the customer to advance the management in an automated way. To make this possible, a system is designed with questions, channels and options through which customers try to find the right solution for their problem.

The system compiles the information provided by the user that is useful to speed up the service. The objective of this module is to be able to route the management from the moment a person calls. In this way, customers feel attended to even before a call center operator.

One of the problems of call center service is the disorderly flow of calls. This is basically about people who call and enter through channels or departments that have nothing to do with their management. Precisely the IVR is an essential tool to prevent this from happening.

Easy-to-install system

When you hear how an IVR works, you might think that its installation is complicated. The truth is that this is an autonomous module, which does not require complicated software nor does it generate compatibility problems.  The company simply has to hire a company expert in this technology and will not even have to change its call center software.

The IVR is a module is a menu that is presented to the customer in an interactive way. Of course, the most innovative versions guarantee a more complete interaction that gathers information from the user so that the operator can get ahead in his work. From this point of view, this system streamlines the service, allowing faster responses and better management times.

There are companies such as Neotel that offer this service in addition to their innovative virtual pbx. The important thing is to know how to adapt the parliaments to the work and service departments that each company has. Of course, the good communications companies that provide this module guide the contracting party in the preparation of the messages. The objective is to achieve a fresh, accurate, easy to understand and friendly first interaction.

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IVR: automatic customer service remains in place

The telephone attention at present necessarily requires the resource of the IVR to offer quality. It seems like a lie, but having an automated assistant to guide customers when they contact the company has many advantages. Those who do not have this alternative should think about incorporating it into their customer service system.

 

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The acronym IVR stands for Interactive Voice Response. This is a well known complement to many customer services. In fact, almost everyone interacts with this assistant with relative recurrence.

What is IVR?

When a person calls a bank’s customer service department, they often come across the IVR. If an automated operator appears when calling, facilitating the menu and interacting with the customer, we are in the presence of the interactive voice response.

The IVR has different levels of attention depending on the configuration made by each company. In some cases the menu of options is facilitated, but some modules are much more complex. There are quite automated systems that ask questions to customers and even allow them to do the management on their own.

Basically, messages are recorded that follow a route and allow for guidance and information to be given to the customer in an automated way. Having this system offers many advantages to the call center of any business.

What are the advantages of using IVR in customer service?

The work of interacting and driving the IVR yields many benefits. In principle, the interactive voice response is ahead of the operator giving information that the customer requires. Its work of guiding saves users time and unnecessary call transfer. In this way, it is much more feasible for people to successfully contact the right department.

This type of management avoids customer inconvenience and reduces the number of missed calls. Some modules allow the customer to manage their inconvenience, simplifying operations within the call center.

Another of the great advantages of the IVR is that some customer service management can be carried out 24 hours a day. All those operations that can be automated and self-managed by users will always be available.

An easy service to obtain

The best thing about the IVR is that it is quite economical and does not require complicated installations. Companies like Neotel offer it for free with the purchase of the virtual switchboard. No special software is required either: the service consists of simple recordings that are configured quite easily.

 

 

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Interactive Voice Response IVR: Save while maintaining quality

The services evolve and so does the customer service, every day there are more companies that have a phone system that asks questions and the customer responds by pressing the keys on the phone, that is the IVR interactive voice response system, for its acronym in English, this system will allow you to save a lot of money without compromising the quality of customer service.

What is IVR?

Interactive Voice Response (IVR) is a telephone system capable of receiving a call and interacting with the human through voice recordings.

It is an automated system aimed at capturing, delivering and answering via the telephone, which allows access to information services and other operations.

Benefits of IVR

IVR systems handle a large volume of calls by providing quality service, interactive voice response system reduce costs and improve the customer experience, because the caller gets the information they need, any time of day without the need for expensive human staff.

Among the great benefits of this technology are

  • Attention 24 hours a day, 7 days a week
  • Saves user waiting time
  • Improves business efficiency
  • Automates and speeds up the process
  • No additional software
  • No additional costs

 

How do IVR systems work?

 

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People call the business number and an audio menu is displayed that offers the possibility to select options by pressing the keys.

Pressing a key on the phone sends a DTMF tone to the answering system which selects the appropriate action/response according to the digit pressed.

Advantages of the Neotel IVR system

The system is interactive, oriented and customizable that allows communication with the customer to respond to their concerns.

Neotel’s professional services take advantage of its years of experience and expertise in a large number of installed systems

Neotel uses the most modern tools, opinions and techniques to implement, design and develop applications with voice features.

This is a new IVR system that offers the ability to handle incoming telephone inquiries through enhanced interactions, very similar to human ones.

Why Choose Neotel for IVR?

 

Neotel’s IVR (Interactive Interactive Voice Response) allows almost human interactions allowing self-service and successful resolution of the vast majority of problems.

The service experience is intuitive, being able to anticipate customers’ needs by interacting naturally, in their own words.

It creates a personalized, adaptive and intelligent experience that customers perceive as if they were talking to a human agent.

Automatic queuing

In a practical, efficient and fast way, when receiving a call in queue, the customer is told how many people are in front of him.

In the same way, when the agent receives the call, he indicates the waiting time that the customer has, allowing him to speed up the call for future calls.