Call Centre IVR and Menus

Interactive Voice Response Systems

Hardware or software based IVR systems direct incoming calls to relevant agents or departments. Caller IVR menus such as "For Sales press 1... For Support press 2... Hold for a Customer Service Representative" direct the caller to their required destination, or to voicemail to leave a message.

Use of a touch-tone keypad, or speech recognition, are used to input the caller's requirements into the PhonePresence system connecting with a database, or an agent, as required.

Automated Transactions

Callers can be connected to a live agent, directed to company information, or place orders using credit card transaction systems such as X-on's Card By Phone.

Being able to interact directly and automatically with a database for information, or for order placement, reduces the number of calls that need to be handled by live agents.

Speech Recognition

Speech (Voice) recognition allows interaction with the IVR via voice commands, improving the caller experience and enhancing business image. Current speech recognition technology is of a standard that ensures the experience for the caller is positive.

Inbound Phone Numbers

Inbound phone numbers connecting with the IVR can be revenue generating to offset the costs associated with employing the call centre, or even generate surplus revenue, non-geographic numbers to create a national presence, or toll free to increase the likelihood of sales calls.

Call Management

PhonePresence IVR systems incorporate a comprehensive range of call handling and management features such as call queueing and distribution, skill based routing, voicemail, call recording and agent activity monitoring and reports.

Web based administration assists supervisors in fine tuning the IVR call handling, ensuring callers are directed to their destination as efficiently as possible, thereby increasing customer satisfaction.

Communications Continuity

In the cases of a live call centre, or a distributed call centre that uses an in-house IVR system, PhonePresence Call Centre can be employed as a backup phone system, replicating the call handling procedures while redirecting the calls to existing or additional resources, or to voicemail when necessary.

Hosted off site at X-on's data centres, PhonePresence Call Centre can take over processing inbound calls in the event of any failure in existing call centre connectivity. Callers should be unaware of any disruption.

Familiarity

The use of IVR systems is now widespread and the public are generally aware of the benefits a dealing with caller IVR menus. PhonePresence Call Centre has the extensive features needed to ensure callers are dealt with as efficiently and as effectively as possible.