Interactive Voice Response (IVR) is a feature that allows computers to interact with humans through voice commands and key inputs. An IVR system gives callers a self-service option to complete steps on their own to reach their desired call recipients. IVR is especially important when call volumes are high or when agents are unable to answer/handle calls.
IVR - SMART SELF SERVICE SYSTEM FOR A CALLER TO REACH DESIRED CALL RECIPIENT
The IVR system helps reduce your cost per call by letting customers choose the type of help they want such as self-service or speaking to an agent. Not only will our IVR software free up your agents to handle more complex cases, but customers can quickly self-solve basic issues like bill pay, account inquiries, and more.
Smart-IVR (Visual IVR)
Unlike traditional IVR, gPlex® Smart-IVR module provides a menu driven interface of the IVR system through mobile app or web browser. Users can click IVR-Menu and select desired service, call then by-pass complex IVR selection, and directly hit the appropriate Agent Skill. Users can enter personal data from computer keyboard which will be automatically visible to the Agent. Smart-IVR can seamlessly integrate with existing IVR. gPlex® System can provide API to fetch IVR-Menu for third party App developer.
* Better routing, Less zero-outs.
* Fewer calls.
* Reduced call times.
* Channel pivoting.
* Easier approach to global markets.
* Cost savings.