Interactive voice response (IVR) systems have evolved from the complex, legacy ecosystems they once were into cloud-based IVR. The days of maintaining stale IVR call flows that make customers experience frustrating and inefficient experiences are over. Today, innovation-driven organizations build IVRs with flexible APIs with cloud-based applications and use their IVRs to engage customers in exciting new ways.
IVR is proving to be much more than a dial-and-wait service to these businesses. Companies use this technology to engage with customers 24/7, from marketing to sales to service and support. Their IVR menu flows are determined by A/B testing and analysis of historical call records, so they see tangible benefits.
Why do you need to upgrade your call center with the best cloud-based IVR Solutions?
Business communications systems were often built on obsolete technology, such as rigid hardware, requiring lengthy updating cycles and weeks or months for changes. They left no room for experimental, A/B, and continuous enhancements with time. Since they weren’t designed to keep up with the level of service that modern customers expect, they couldn’t improve over time.
Customers’ needs evolve as well, so businesses must evolve as well. Retailers, travel sites, and financial institutions all require exceptional customer service from the businesses they interact with. Companies today stand out based on the customer experiences they offer. To meet the ever-changing needs of their clients, they are updating their communications infrastructure.
Cloud-based IVR Solutions can Cut-down the Hurdles in your Business.
You face a myriad of challenges when you run a call center. Due to the frequently shifting workload and the high turnover rate of employees, call center work requires excellent flexibility. Due to these challenges, it is vital to implement an interactive voice response (IVR) solution that can help route calls efficiently while tracking both caller and traffic patterns.
Cloud-based IVR solutions are easy to deploy and allow you to adapt quickly to changing business realities while maintaining high performance.
A cloud-based IVR solution helps streamline call flows and improve overall operational efficiency by routing customers effectively and quickly to suitable service agents.
- Lower Operating Costs
Business expenses can be reduced significantly with the best cloud IVR solution from Knowlarity. With zero flow control, calls flood the call center, wasting time and resources. With IVR, you can arrange calls to be routed to agents with their required skills and then segment the callers into logical groups.
Additionally, suppose your call center experiences regular fluctuations in staff, revenue, or both. In that case, an effective IVR solution can prevent damage to your bottom line by ensuring that, even in high call/low staff situations, customers are routed in the most efficient way possible.
- Simple Scalability
Scalability is another advantage of cloud-based IVRs. The system can be added and/or removed instantaneously and without any hardware requirements. You simply log in to a web-based dashboard and make the changes.
A simple way to add a critical announcement that callers can hear is to add the feature to the network. You can also add or remove various features such as voice, as needed. Also noteworthy is the fact that these features are independent of phone hardware, which spares you from having to upgrade your phone while maintaining access to the features you need.
Using cloud-based IVR solutions does not require maintaining or installing hardware. The tiered pricing plans also allow you to scale your IVR services according to your business needs.
You already know how important it is to keep an on-location IVR system up and running if you’ve worked with such a system before. It is easy for them to go down, as well. Cloud-based IVR solutions are more reliable than on-premise solutions. Because of redundant servers and backup equipment, the IVR service can keep running even if one of the servers fails.
A near-perfect uptime of this service allows for 24-hour availability from a business perspective. In traditional on-site IVR configurations, such stability is difficult to achieve. In addition, deploying such a system in-house is a fairly large investment. In this respect, cloud IVR solutions enable you to offer high-quality solutions to clients without incurring high implementation costs.
- Performance Enhancing Tools
Additionally, cloud IVR provides you with an abundance of analytical information. In addition, it allows you to track the volume of customer calls, their origin, and the duration of those calls. Scheduling employees make use of this information. For example, there are times or weeks when call center volume is higher than usual. You can avoid bottlenecks by tracking this information. In this way, lost business and lousy customer responses can be reduced.
The cloud IVR system also allows tracking of employees. You can access their call duration, the percentage of overall work finished compared to their coworkers, as well as their daily location. The performance of employees can then be tracked. Coach rookies and identify problem employees using this feature.