What is Interactive Voice Response (IVR)?
Interactive Voice Response (IVR) is a system that provides customers with responses based on their prompts over the phone. Multifaceted in nature, IVR handles incoming calls combined with an outbound dialler that calls out and records customer responses. Besides, it can furnish instructions, pull up and read data, and also simply record your customers’ inputs.
Elementary and bi-directional, IVR platform neutralizes the language barriers facilitating unhampered flow of information. It empowers the customer to obtain the information in the language preferred by them through multiple predefined options.
Route Mobile’s scalable and customizable solution helps you to create intuitive voice campaigns to generate better user engagement.
Quick Fact
Despite the increase in IVR technology during the 1970s, the technology was considered complex and expensive for automating tasks in call centers. Early voice response systems were DSP technology based and limited to small vocabularies: source – IVR Wikipedia
How does it benefit your business?
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Customized Solution
RML’s OBD solution is highly customizable to tailor an optimal approach for each individual customer. It has features that automatically retry calling those customers who didn’t answer the first time, were busy, or not reachable.
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Dynamic Text-to-Speech Option
You don’t have to worry about recording the audio. OBD’s TTS option converts any text into an audio file effortlessly.
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No Integration Required
You can use OBD without any integration by directly using RML’s web interface to send OBD to your customer base.
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Reporting and Analytics
With our real time analytics, you can keep track of campaign results, get business insights, and check overall delivery status.
How it works?
An Interactive Voice Response can be executed as follows:
Inbound IVR: Inbound IVR is a call made by the customer on an IVR number for queries, registering complaints, connecting to the Customer Support, providing feedback or for participating in various contests.
A call lands to the IVR server through PSTN.
After the welcome prompt, the user is asked to press a key as per his/her requirement.
Here, in case the user wishes to know about the account information, he/she can press 1 after which the account information will be played.
Similarly, if the user wishes to know about the Payment Status, he/she can press 2 which will be followed by the requested information.
In case the user wishes to talk to an agent, he/she can press 3 and the call will be patched to the appropriate call centre.
REPORTS
Keep track of all your campaigns with our exclusive real-time reporting analytics and benefit your business with our insightful analysis. Our reporting mechanism encompasses following parameters to help you understand your campaign better:
Campaign Status
It indicates the status of the current campaign.
MSISDN
It contains the mobile number along with its country code.
DTMF Input
It is the input given by the customer.
Call Start time
It indicates the start time of the call.
Call End time
It indicates the end time of the call.
The Route Mobile Edge
Customized Solutions
Retain the benefits of integrating IVR with our customized messaging solutions.
Multilingual Support
Proliferate your presence and acceptance with our multi-language support.
Input based Self-Service Tool
Pick out from our diverse options while we suffice your wishes without additional human intervention.
24/7 Client Support
With Route Mobile’s seasoned and qualified team, we assure you a full-time uncut and dedicated support mechanism.
Time Base Routing
Refine efficiency and quality of service with routing calls based on availability of relevant service agents.
Relevant Industries
- Telephone Banking
- Order Management
- Aviation
- Customer Services
- Media & Entertainment
- Hospitals
