Key Role of IVR Integration in Call Center Solution | Asterisk Service

Call centers must keep on refining strategies to improve customer experiences. This must be done at a low cost using the least manpower resources. One way to do this is to shift the burden away from human agents to the IVR. The IVR becomes the first point of contact for callers and provides self service. Human agents connect when the issues are different from what even a dynamically programmable IVR can anticipate. Proper IVR integration into call center solution is aimed at enhancing customer experience rather than creating a barrier. It can do this by taking on various key roles. 

Delightful first contact point 

 Given the past history of IVRs it is not surprising if callers hate IVRs. Complicated IVRs with extended tree-branch structure can lead to many key presses before the caller can get anything done. Thoughtfully designed IVR system integrated into the call center solution provides minimum key presses and a shortcut to a live agent if so required. The IVR can do more if it is integrated with CRM in which case the existing customer is greeted personally. You can take it to the next level with text to speech, multi-lingual capabilities and even AI powered voice bots instead of dumb key press options. Just imagine the positive impacts of a delightful first contact point experience can have on your business. Asterisk Service custom IVR integrations help to bring about transformations in your call center operations. 

Capturing leads 

IVRs can play a key role in capturing leads and luring in prospective customers down the sales funnel. This is provided the prompts are configured to engage and encourage first time callers to furnish details, sense their mood and even connect them with a sales representative to convert a lead into a sale. 

Satisfy existing customers with right call distribution 

One of the key roles of IVR in the call center environment is to be able to intelligently handle existing customers by fetching their records from the CRM database. Once this is done, a personal greeting issued and the IVR identifies the caller’s requirement. This done the call may be transferred to a capable agent, possibly one who previously has interacted with the customer. Asterisk Service provides contact center solution with smart IVR/CRM integration for skill based distribution and load distribution. Call centers with fewer agents can handle higher loads in a better and less stressful way. 

Campaigns

The usual method is for agents to handle outbound calls. This role can be shifted to IVR systems that automate dialing based on a set of defined parameters and then, when a human picks up the phone, it offers a set of choices or lets an agent jump in. 

IVR systems, when integrated into existing legacy call center solutions or when you get a call center solution with fine integration of CRM/IVR, not only help in customer interaction but are vital data gathering tools at the same time. Asterisk Service custom designs IVRs for call centers, even including payment gateways along with CRM integration. Startups can opt for a fully integrated CC solution with IVR/CRM package and existing call centers may opt for integration of IVR/CRM for better all round outcomes. 

Source: https://callcentersoftwaresolution.wordpress.com/2019/09/23/key-role-of-ivr-integration-in-call-center-solution-asterisk-service/