Call centre IVR automation tool
MaxContact can enable your call centre to become 24/7, without the additional cost of extra labour, with self-service Interactive Voice Response (IVR). This allows customers to serve themselves, utilising IVR to perform simple tasks whenever they choose, which has the benefit of increasing customer satisfaction and allowing agents to focus on the more complex calls.
There are so many features that are included within the IVR Builder:
- ID Verification
- First Contact Resolution
- Agent Alerts
- Self Serve DNC
- Text to Speech
- Voice Messaging
Leaving a lasting positive impression around-the-clock
Call centre IVR is often the first experience that your current, and potential, customers have when interacting with your company. Delivering a solid first impression can be key to winning the business and providing quality CX going forward. MaxContact’s IVR automation will enable customers to serve themselves, such as providing updated meter readings, while also allowing your contact centre to be 24/7 – without additional cost.
- Reduction in repeat contacts
- Improvement in First Contact Resolution
- Improvement in C-SAT
Call centre IVR automation features you will love
Increase CX by allowing customers to complete ID verification checks via the IVR, meaning that when the customer is connected to an agent they can handle the query immediately and compliantly.
First contact resolution
Self-service will assist in using the captured information to guide the agent’s call to the correct department, and correctly skilled advisor, which therefore increases first contact resolution, improves CX and decreases costs.
Alert agents to when thresholds are being approached so that they can act appropriately to ensure an efficient response.
Allow customers to automatically opt out from outreach by adding them selves to the do not call list. This protects your brand and ensures that resources are not being wasted on customers that are not interested.
Text to speech
Quickly add announcements to the IVR or read back information such as product and service information by utilising text to speech.
Use interactive voice messaging to supplement outbound dialling campaigns. This can be used in conjunction with text to speech, to deliver bespoke messaging and reminders to your clients – for example payment or booking reminders.
Frequently asked questions
- What Is IVR Call Centre Software?
IVR call centre software is a feature that allows the contact centre to handle and route inbound calls in an efficient manner. This can be done by designing the customer journey from the moment that they call your business, right the way through to the end of the itneraction.
- How Can IVR Systems Improve Call Centre Efficiency?
IVR systems can be used to design the call flow for an inbound call to ensure that they are handled in the most efficient way. This can be done by routing to available agents, announcing wait times, offering self service options, and offering auto call backs so that customers get a call back once they are at the front of the queue.
- What Industries Can Benefit from IVR Solutions?
Any industry that handles inbound customer calls can benefit from having an IVR solution.
This can be; customer service teams, ticketing teams, sales teams, debt collection teams and much more.
If you are serious about improving the inbound customer journey then an IVR can help your business.
- Are IVR Systems Customizable to Suit Unique Business Needs?
Yes. MaxContact's IVR designer is a drag and drop process. This means that if you can draw your ideal customer flow, we can build it. All IVRs are unique to suit your specific business needs.
- What Are the Key Features to Look for in IVR Call Center Software?
Key features to look for are;
- A simple to use design tool
- A system that allows you to make the changes in real time with out the need for external work.
- Text to Speech
- Queue announcements
- Automated call back features.
Other Solutions Available
Check out what other solutions are available within MaxContact and how they can help grow your business.