Interactive Voice Response (IVR) System

Your IVR system comes equipped with a variety of advanced features designed to improve the way your business interacts with customers. Below is a detailed overview of how each feature can benefit your organization and enhance customer experience:

IVR Entry Point

This feature allows you to assign a dedicated phone number that serves as the entryway into your IVR system. It offers a streamlined and customized approach for customers to start their interactions with your business. 

Voicemail Recording

Enabling voicemail recording gives callers the opportunity to leave messages, provide feedback, or ask questions when your team isn't immediately available. Configurable options like recording time limits and specific end conditions help maintain the quality and relevance of these messages. 

Message Delivery

This feature allows you to share information with callers using either pre-recorded professional messages or text-to-speech technology. Whether you want to inform customers, promote products, or provide instructions, you can easily manage the message content and control how often it is repeated.

Input Collection via IVR

Gathering input from callers is essential to direct them to the right services or departments. With the IVR Input Collection feature, you can tailor messages, provide various options, and manage the input process efficiently, ensuring that callers receive the information they need and make the best choices. 

Conditional Logic for IVR

Conditional logic enhances your IVR's capabilities by allowing it to respond dynamically to the choices made by callers. Based on their selections, the system can present different options or actions, making it more responsive to diverse customer needs. 

Call Routing

Efficient call routing is crucial for meeting customer expectations. This feature simplifies the process of connecting callers to the right person or department, minimizing wait times and ensuring prompt service. You can select the destination for the call by choosing from a list or entering a custom number. 

The following business scenario demonstrates how effectively utilizing your IVR system can create a tailored experience for customers, leading to higher satisfaction levels and a more streamlined process.

Key Considerations:

• Workflow Activation: Make sure the workflow is activated before customers start calling the assigned phone number to ensure the IVR system operates as intended.

• Workflow Management: If a call is terminated during the workflow, ensure that the contact is moved to the next step, maintaining a smooth customer journey.

• Handling Call Exits: If a caller exits the workflow, the call should be disconnected appropriately. This prevents incomplete or confusing experiences and maintains efficient call management within your IVR system.