Interactive Voice Response (IVR)
Enhance the experience of the customers that call you with Interactive Voice Response (IVR). IVR is a menu-driven system that will automatically direct your customers to the right person to handle their enquiry; a voice recording; or ask the caller to leave a message that you can later retrieve.
The benefits of using IVR:
- Standard information requests such as those for opening times can be answered efficiently and without tying up agent resource
- Welcome your callers with a professionally recorded message before directing them to a pre-defined number
- Calls can be automatically routed to agents based across multiple locations according to the options you provide
- IVR options can be altered from any location via a web based interface
- Payable via a monthly rental meaning there is no capital outlay
- Customisable routing plans enable you to point calls to different locations depending on the time of day or geographic location
- IVR is suitable for single and multi-site businesses
| IVR Features and Examples | |
|---|---|
| Single outdial services | Callers will hear a pre-recorded announcement and then be routed to a new destination number. For example, "Thank you for calling [name of business]. Please hold while we connect you to the next available agent." |
| Single announcement information services | Callers choose from a series of options to hear a pre-recorded announcement. For example, horoscope information with a different number for each star sign |
| Nested menu information services | Callers are directed to the appropriate piece of information by selecting from a range of options. For example, press 1 to speak to the sales team, press 2 to pay your bill |
| Voice form record and retrieval | Callers will hear a pre-recorded message and then be asked to leave their details |
| Tele-voting services | Callers can vote by selecting from a series of pre-recorded options. Transcription service will allow the administrator to retrieve all recorded messages or caller details, or make a random choice if choosing a competition winner |
| Remote prompt recording and administration | Allows the administrator to record new prompts, or change a previously recorded message, from any location |
What do I need to be able to use IVR?
IVR can only be used in conjunction with an 08xx number or a KC Intelligent Number.
We also recommend...
| 08xx Numbers |
|---|
| Choosing either an 08xx or 09xx number gives your business a professional looking image |
|
| Intelligent Numbers |
|---|
| Intelligent Numbers gives you the ability to quickly and easily transfer your calls to another destination |
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Interactive Voice Response (IVR) from Kingston Communications.