In today’s world, IVR is used by almost all enterprises, large and small. As Contact Centers usually serve as a customer’s first point of introduction to a company, it is critical to have the proper technology in place to handle high call volumes.
Integrated Voice Response (IVR) technology can be used to take the customer’s information, help navigate to the proper department and provide self-service for clients not looking to speak with an agent. Doing so can produce higher customer satisfaction by eliminating wait times, curtailing operational costs and freeing up customer service representatives for more critical customer engagements. The benefits delivered by an IVR solution have established value to both customers and organizations:
• Among companies who measure support center success across email, chat, web and voice, 62% use IVR.
• 79% of customers that had a negative experience with a company told others about it.
• 86% of customers quit doing business with a company because of a bad customer service experience, which is up from 59% just 4 years ago.
• 89% of consumers began doing business with a competitor following a poor customer experience.
• By 2020, the customer will manage 85% of the relationship with an enterprise without interacting with a human.
Mitel’s IVR and advanced routing is available as part of the MiContact Center solution and as a standalone offering.
It is designed to help companies intelligently manage callers, provide self-service options, guide callers to the correct destination and deliver announcements to callers in queue such as expected wait time and position in queue. The technology provides flexible workflows for voice routing including the ability to route callers based on the number that they are calling or the number that they are calling from.
Alternatively, it supports database lookup where the IVR system routes to the most appropriate person or department based on what is held in the database. To enhance customer retention, callers may dial out of queue to a voicemail, request a higher priority queue or request a scheduled call-back.
The MiteI IVR system offered by Sales-Tele provides interactive menus to guide customers to the service they seek. Graphical workflows are used to configure the IVR and allow caller data and/or user input to be analyzed to decide where to route the call.
This improves the efficiency of the Enterprise Voice based system by providing self-service options to customers, while efficiently routing those who need direct interaction with an agent.