Cloud IVR

A New IVR System Doesn’t Have to Break the Bank

One of the biggest compliments a customer can give is positive feedback on how responsive and timely your business is. It’s important to stay on top of customer service and ensure that your resources are not overloaded with support calls. How you respond often depends on the situation. Sometimes you need to call and give a specific, customized answer. And others may require a more data-related or generic response or announcement that can be automated to save you time and increase response time for your clients. That’s where cloud/hosted IVR comes into play.

How does it work?

A Cloud Interactive Voice Response (hosted IVR) system helps improve communications and assists customers with their needs. Many companies are looking to IVR to reduce call handling costs. A Cloud IVR system is an interactive software application that is hosted by a third party and enables users to interact with a database through the keypad of a phone or voice commands. It is essentially an automated telephony system that has the ability to interact with callers while also gathering information. Using its advanced technology, it is able to assess the caller on the other side of the phone and determine who the call needs to be routed to (or what information they need), and proceeds in doing exactly that.

What’s in it for you?

Manage company campaigns with ease. IVR gives you the ability to launch campaigns, polls and surveys through the system. Schedule, fill up the queue and prioritize notifications.

Keep your customers informed. In the case of any disaster recovery or changes in service, IVR gives you the ability to proactively notify customers quickly and efficiently. This is also made possible by the fact that this technology is running 24/7 and is able to perform even when you’re not actually in the office.

Reach more people in less time. Automation allows you to reach an entire customer base, or segment of customers in a matter of minutes. This allows you to be more proactive and frees up your resources to focus on other projects. In addition, your calls whether 100s or 1000s have the ability to be fielded to different personnel or even different locations depending on the specific needs of your business.

Lower your costs. With this new and innovative technology, you have the ability to reduce your business expenses. This is done via the funneling system that is put in place through the use of a cloud-based IVR. This funneling system works to field off calls to those specific people that they are best suited for, resulting in the ultimate efficiency when it comes to dealing with your customers/clients.

Save on Capital Expenditure. An on-premise IVR system can cost in the millions of dollars, and since hosted IVR is only an as-needed monthly cost, your company can save large amounts of capital that can be used for other projects. You can also experiment with new hosted IVR features on an as-needed basis, without having to purchase the feature out-right.

Make your customers happy without doing the work. Cloud IVR systems are designed to keep the customer in-mind at all times. Even though on the other end of the line is an automation rather than an actual person, the customer feels as though they are constantly being attended to and their needs are of high priority. These systems are so intelligent that a majority of people’s questions can be asked and answered without ever actually having to have a member of staff answer the call.