Hosted IVR is a cloud-based telephony solution that allows businesses to easily create and modify interactive voice response (IVR) menus. The system greets callers with pre-recorded messages and offers options that can be navigated through touchtone keypad inputs.
IVR systems can be used in various applications, including televoting on television game shows and facilitating secure payment transactions for government agencies. This technology can significantly improve the customer calling experience.
Cost-Effective
Unlike traditional on-premises IVR systems that require costly hardware and infrastructure investments, hosted IVR services are cloud-based and offered as software, with businesses paying only for what they use. This reduces upfront costs and eliminates the risk of equipment obsolescence and depreciation.
Hosted IVR allows you to streamline call processes and manage customer calls efficiently by automating many steps in transferring a caller to an agent or department. This frees up your agents’ time to spend on more important tasks like making additional outbound sales calls, improving their own skill sets, and uncovering new ways of doing business that can increase revenue.
IVR systems also allow for self-service by providing customers with the tools to solve their problems without speaking to a live agent. For example, movie-goers can call the IVR to enter their zip code and receive a list of theaters near them with available movies and show times, similar to the popular Moviefone service.
Easy to Implement
Hosted IVR is flexible and easily customized to suit your business model. You can use custom phone tree designs and call flow builders to route your calls. This makes it easier for your team to handle queries efficiently, which reduces the average handling time and increases customer satisfaction.
Moreover, it eliminates the need for human intervention during the process, which helps you cut operational costs. The system is also designed to handle fluctuating call volume and automatically reduce call queues, resulting in quicker resolution times for your customers.
For example, customers thinking about purchasing want to be quickly prioritized and connected to a sales representative. This ensures they receive the personalized service they require to complete their transaction. The IVR can even gather information about the product interests of your customers based on their answers to questionnaires. This information is then used to improve the IVR menu options.
Easy to Manage
The centralized call control platform allows employees to design and modify efficient call flows anytime. This enables them to reduce customer wait times and improve their overall experience.
Moreover, hosted IVR is a cloud-based platform that makes it easy for businesses to connect with customers. It offers the same functionality as an onsite IVR system without upfront capital costs and hardware depreciation. It can be accessed on any device, so employees have the flexibility to work from home or while traveling.
For example, customers ready to purchase want to be connected with a sales representative immediately. Otherwise, they may become frustrated if directed to endless menu phone trees that don’t give them the priority they need. A computerized IVR system can quickly route these customers to the right agent, minimizing their frustration and increasing their satisfaction with the brand.
Scalable
Unlike conventional telephony systems that require expensive hardware, hosted IVR is a cloud communication solution. The system’s software is installed and managed by the provider in return for a monthly subscription service fee. This makes the procedure less expensive and more productive for small businesses.
Hosted IVR also helps businesses save time by connecting callers with suitable agents. This increases agent efficiency by eliminating the need for transferring calls between departments or back-and-forth communication. This leads to faster issue resolution and improved customer experience.
In addition, the system can also help brands build trust with customers by providing personalized experiences for each caller. For instance, if a caller is a potential buyer, the system can connect them to sales representatives. This eliminates the frustration of endless menu phone trees and gives callers a personalized experience. This leaves a positive impression on the caller and improves customer loyalty and retention.
