Smart IVR Unleash the Power of Automation for Your Inbound Call Center

Call center solution has become one of the most technology driven and trending solutions. The reason is its popularity. Moreover, so many companies are investing in building a powerful tool to help businesses cater to their clients with excellent customer service. A smart IVR feature of an inbound call center software solution is the outcome of this momentum only. 

 

Smart IVR feature has become very popular among call centers and businesses using an inbound call center solution due to its role in customer care campaigns. It provides amazing automation features that have left users awestruck.

What is a Smart IVR Solution?


An IVR system is an interactive voice response system, which ideally greets the caller with a prerecorded voice message. As a next step either it interacts with the client to answer the common questions, or it connects the call to the automated call distributor in the call center solution.


A smart IVR system is an augmented version of a traditional interactive voice response system. It has advanced features along with impressive automation such as:


  • Personalizing greetings
  • Personalizing IVR menu
  • Streamlining the inbound call management process
  • Automated call distribution to the right agent
  • And more

Role of Smart IVR Solution in Empowering Inbound Call Centers

The main advantage of using smart IVRS in inbound call centers is streamlining processes and increasing customer satisfaction. The automation features with the smart touch of the smart IVR system help in achieving this. Let’s see how. 


Personalizing Customer Journey


The advantage of using this IVR system is its smart features. Personalization is one of the features that will leave your clients impressed and happy. All incoming calls will be attended by this feature of the inbound call center software. Moreover, it will play a personalized greeting by fetching customer information from the CRM. Depending on the last interaction of the client with the call center, the system will play a personalized IVR menu. It can also automatically select the right agent for the client to connect. All this helps personalize the whole client journey, which will impress them to be happier. Moreover, it will help achieve high first call resolution (FCR), which further increases client satisfaction.


Improving Agents’ Efficiency and Productivity


The smart IVR system will connect clients with the right agents who are skilled to handle this call or might have handled this client last time. In all cases, the agents will have context, skills, and guidance from the IVR, plus, a call center solution to deliver excellent customer service. This not just increases the efficiency of the agents, but also boosts their morale and productivity.


Concluding Notes 


In short, there are many advantages of using smart IVR in your software to manage inbound calls and impress clients. You can also streamline several other operations and augment the overall process. 

iCallify is one of the popular providers of feature rich inbound call center software that has powerful features, including, but not limited to smart IVR. Your direct line to our dedicated team of experts. Whether you have questions, need assistance, or are interested in exploring our services, we're here to assist you. Please feel free to get in touch with us, and we'll be delighted to provide you with the support and information you need.

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