IVR (Interactive Voice Response) or interactive response system is an application capable, through the definition of messages and voice trees, to capture information during the call and use them, for the creation of routing logics, self-service automations and device services to the customer.
With the use and configuration of IVR trees, it is possible to capture the personal data of the caller, propose selections of the services requested, provide the reason for the request, recognize the customer and search for the most skilled operator to forward the support request.
An IVR system records and plays audio files and customized messages, provides a menu of options even on complex multilevel IVRs, and is able to manage high volumes of in / outbound calls with the aim of improving the management of requests and for provide information H24, 7 days a week to customers.
Using a graphical environment for the creation of a dedicated IVR , allows the rapid design of various project trees, call flows and routing logics. It has numerous ad hoc features and a set of modules to define routing rules for each channel. Voice message management is integrated with BeInContact through the TTS (Text To Speech) module and available thanks to the integration with STT (Speech To Text) and ASR (Automatic Speech Recognition) systems. With the BeInContact Scenario Builder Designer, call flows in an IVR are managed through flowcharts with specific templates and graphical blocks, through a simple drag & drop web tool. By exploiting the graphic environment and connecting the various blocks with a few clicks, complex IVR structures or application integrations can be created.
The Scenario Builder will allow you not only to define the IVR flow, but also to design the entire call flow through the ACD queues, without knowing complex programming techniques but using an intuitive Drag & Drop system.
The libraries included in the BeInContact Scenario Builder Designer tool , allow the design and execution of some functionalities related to the data exchange between the Contact Center platform and the CRM instances which are integrated with BeInContact, during the IVR navigation phase.
This method of integration not only allows an easy and quick identification of the caller before routing the interaction, but also allows for the retrieval of the operator information to which the interaction is to be routed.
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