Interactive Voice Response (IVR) service is demanded by businesses because of cloud technology. It automates customer interactions for both, inbound and outbound calls through pre-recorded voice messages and Text-to-Speech technology. It works on DTMF input entered by the customer. Cloud-based IVR services are beneficial to the business with multiple features.
Though the functions of the Cloud-based IVR are similar to those of the regular IVR services, the only difference is that it operates from the cloud. Cloud-based IVR is a SaaS solution (Service as Software). This is what creates a major difference. One can say that investing in cloud IVR services is like owning and managing an IT infrastructure. A business does not need to worry about owning the data centres or on-premise IVR applications. The IVR service provider that owns the server will function for the business. The cloud-based IVR services are accessed and operated online through the IVR service provider’s cloud-based server. An IVR service provider allows businesses to rent space on that server by purchasing their cloud-based IVR tools and systems.
Cloud-based IVR services are one of the greatest investments by businesses of all sizes and industries. IVR service providers also offer specific budget-friendly features for small businesses and start-ups. An IVR service provider can support small call centres with less budget and a cloud-based IVR system is the best solution for it.
Some of the major features and benefits of cloud-based IVR services are:
- Great scalability: Cloud IVR adapts to the ever-changing business realities, customer demands and business growth. It is easy to function and offers operational flexibility. A business can just log on to the web-based dashboard and make the necessary changes based on the changing needs/requirements of the business. An IVR service provider supports and guides businesses in accelerating growth and expansion. Businesses grow over time and need support with the ever-changing needs of the market along with maintaining the demands of the business. Cloud-based IVR solution offers that platform for easy scalability.
- Cost-effective solution: Cloud-based IVR services are cost-effective as they funnel the calls, categorise callers into groups and also automatically route calls to the right agents. It offers a systematised channel for call management and thus service delivery. It is efficient for the customers as it reduces call wait time and offers immediate communication that informs as well as resolves issues. It offers productive time to the agents while categorising and monitoring large call volumes.
- CRM integration: With cloud-based IVR, CRM integration is an additional bonus. CRM integration offers critical insights and control for all the call centre managers and agents. As customer calls, the agents will get complete data that includes their preferences, budget, items they are looking for, and features based on their past search history. It equips the agents to offer service accordingly. Thus, it helps to offer accurate service and make the interaction personalised. IVR service providers can assist a business in offering immediate, accurate and tailored services.
- IVR-based routing: Cloud-based IVR service allows the business to maintain a strong set of cloud-based data that can be accessed by the business. The solution benefits if prioritising the calls from the regular and customers with urgency. It also identifies premium customers and routes their calls to the experienced agents or agents they last spoke to based on the call history. It helps to bypass the long exiting queue and offers extra attention to the premium customers. It enhances customer engagement rate and increases customer satisfaction.
- Analytical insights: Cloud-based IVR number offers maximum analytical insights that are capable of actionable factors. It allows a business-to-customer call volume that can track call origin and time frame. It records the number of calls that are attended by the agents per day, per minute, overall call duration and the themes of the call. Detailed agent performance is also analysed with priority-based routing. Cloud-based IVR service analytical features avoid bottlenecks and decrease the negative feedback of the customers. It offers support to employee productivity and performance.
It is the future of telephony as it offers support to every aspect of communication that brings maximum profit to any business.
