IVR
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Blog
All 6 Types of IVR Routing and When to Use Each One
Interactive Voice Response (IVR) routing is a way to guide your callers to the best-fit agent, department, or service center to answer their questions, solve their queries, and meet their specific needs. The end result? Higher customer satisfaction, plus streamlined call management for your business. IVR is a strategic tool that benefits your callers by reducing their wait times and…
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Blog
5 Best Practices for Setting Up a Smooth IVR Phone Tree
An interactive voice response (IVR) system provides an automated phone menu for callers to interact with instead of a live agent. They present a tree of options for customers to serve themselves, thus giving businesses an efficient and cost-effective way to route calls and solve certain issues. For callers, an IVR can reduce wait times and deliver a better customer…
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Blog
How IVR Analytics Fixes Call Flow Issues and Frees Up Agents
Interactive Voice Response (IVR) analytics is a practical approach to interpreting the data collected through IVR systems. It’s a tool that provides businesses with insights into customer interactions, preferences, and system performance. IVR analytics helps companies understand patterns and trends in customer behavior. It helps them identify inefficient call flows and customer service bottlenecks. Companies that use IVR analytics well…
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Blog
How To Setup an IVR Call Flow to Maximize Containment Rate
For businesses using Interactive Voice Response (IVR) systems, a well-designed call flow is essential to streamline customer journeys and optimize self-service options. When crafted strategically, IVR call flows empower customers to resolve common issues independently, ensuring that human agents can focus on complex or high-priority cases. Optimizing IVR call flow is an ongoing process, as customer needs and company capabilities…
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Blog
The Latest Call Center IVR Upgrades Are Slashing Wait Times
Interactive voice response (IVR) systems route calls and handle basic queries. Call center IVR systems are specialized versions designed for much higher call volumes. For many years, call center IVR systems were clunky and hard for end-users to modify on their own. Want to reroute a call path? Call the vendor and wait three months. Call center IVR systems today…
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Blog
5 Actual Benefits of Conversational IVR for Call Centers
Conversational IVR uses natural language processing and automated speech recognition to understand what customers are saying, typically in the context of a customer support request. While conversational IVR has been available for over two decades, recent advances in AI have expanded the possibilities for intuitive, natural, and useful phone-based dialogue. Unfortunately, new technology often comes with exaggerated claims about functionality.…
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Blog
Can Visual IVR Really Help Callers? 5 Ideal Use Cases
Visual IVR blends voice-only IVR technology with a visual user interface for a personalized way to get help from customer support. Customers interact with visual IVR by calling a number and electing to receive a shareable link to visit an interactive page where they can solve many of their own customer service issues. With traditional (or non-visual) IVR, customers are…
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Blog
5 Types of IVR Testing Tools and When To Use Each
IVR is a powerful tool for managing call queues and improving customer satisfaction, but it requires maintenance for optimal use. Regular IVR testing is essential to make sure your system is secure and works as it should. Testing also helps you improve call flows, ensure quality, and understand performance. Here are the different types of IVR testing tools you’ll need…
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