IVR software offers inbound and outbound capabilities that automate a business' customer engagement tasks and enable self-service capabilities for customers. The result is increased business efficiencies and better customer experiences.
Inbound IVR Systems
With inbound IVR systems, callers can use their touch-tone phone to interact with a business’s database on demand — all without ever initiating an agent interaction. This self-service application reduces the number of basic but time-consuming calls for the business' staff and improves the outcomes of customer interactions.
Outbound IVR Systems
Outbound IVR systems are mass messaging automation platforms for voice, SMS and email. Used in traditional contact centers or for any business that requires customers interactions, outbound IVR software sends pre-recorded, automated messages to selected groups of customers, eliminating the need for individual calls.
Inbound and outbound IVR systems offer compelling benefits to businesses across all industries and verticals
IVR software reduces a businesses' workload, whether using it in a traditional contact center setting or using it to streamline and automate customer interactions outside of a typical call center environment. IVR reduces the operational expenses associated with bringing on new employees to handle customer needs and interactions while also increasing your customers' overall productivity and bottom line.
Eliminating redundant, mundane or low-need customer touchpoints free up employees or contact center agents to focus on customer interactions that require direct or personal communication. Priority focus can be reserved for customer interactions that benefit from working with a human, leading to reduced call times and higher rates of First Contact Resolutions.
Many customer needs can be satisfied without human interaction. Inbound IVR software empowers customers with self-service options for everything from paying bills to getting store hours. Outbound IVR automates communications so customers don't miss critical info. Positive customer experiences and resolutions are proven to increase customer satisfaction, loyalty, & retention, valuable outcomes you can offer business customers with IVR.
Using IVR solutions to provide exceptional customer experiences can yield significant upticks in customer loyalty, repeat purchases, and a customer's overall lifetime value. But IVR is also an ideal way for businesses to automate communications about promotions, specials, events, new products, and other revenue-driven business activities, giving your business customers a new, low-cost way to drive sales and build brand recognition.
Our versatile IVR systems are built to provide organizations with access to cloud-based applications that can integrate with any phone system and database to offer real-time interaction for simple or complex customer service inquiries.
IVR systems use SIP trunking solutions to connect from the cloud to any PBX/PSTN connection that supports SIP trunking — allowing it to be deployed as a standalone offering, integrated into the CoreNexa platform, or over-the-top any third-party PBX system.
IVR systems allow callers to navigate through a call flow (application) using their phone. The system will speak back account information from the database and offer additional options including zeroing out to an agent if the need requires human interaction.
IVR technology can integrate into any database platform that supports industry-standard web services style API (Application Programming Interface), HTTP(S) GET/PUT, SOAP/XML (WSDL), or REST API.
Customers can call into an inbound IVR phone system and quickly get test results, prescription status updates, and more. And using an outbound IVR system, healthcare businesses can send out automated appointment reminders, customer satisfaction surveys, and welfare check-ins without taxing front desk staff.
Inbound IVR solutions can be implemented to enable DMV renewals and property tax payments by phone, reducing customer volume and wait times at physical locations. Meanwhile, outbound IVR software can send out jury duty reminders, automated background checks, and other essential updates as needed.
Financial institutions can automate day-to-day customer tasks like credit card authorizations, loan payments, and account inquiries with inbound and outbound IVR software — meaning agents are free to focus on confidential, sensitive, or personalized customer needs.
By enabling customers to place and track orders, authorize payments, and enter credit card information, and inquire about shipment and membership status over the phone with IVR systems, retail businesses can deliver a better customer experience while reducing daily volume for their agents.