The ability to provide consistent, exceptional customer service is always top of mind for any contact center. In today’s day and age, the faster a customer can get answers to their question, the more likely they’ll have a positive customer experience. Whether a customer wants to speak to a specific department or learn important company information, contact centers must provide customers with efficient options to get the answers they need.
Cloud IVR Integration, or interactive voice response, does just that. It is an automated voice system that takes the information provided by the customer on an inbound call and directs the call to the appropriate agent. IVR saves time for both contact center agents and customers.
Now that you understand what Cloud IVR Integration is, let’s look at a few reasons why it’s essential for every inbound call center: or interactive voice response, does just that. It is an automated voice system that takes the information provided by the customer on an inbound call and directs the call to the appropriate agent. IVR saves time for both contact center agents and customers.
It’s difficult to ensure agents are always available to answer customer calls. Agents could be experiencing high call volumes, on their breaks, or even clocked out for the day. Luckily, this solution is available 24/7. If a customer wants to call during off hours, they’ll still hear a professional message from the company and, in some cases, receive automated ways to resolve their issue.
Increased First Call Resolution
Nothing is more frustrating for customers than having to make multiple calls to get answers. Giving customers the option to choose, like dialing a number to speak to a specific department, helps customers get in contact with the appropriate resource fast. For common questions like store hours, automated messages can also provide answers to questions without the help of a live agent.
This powerful tool is making contact centers more cost effective by allowing more calls during peak hours. Before, if there were large call volumes, contact centers only had the option of hiring more agents. This means increased costs. Now, answers to general customer questions can be included in IVR’s automated messages, while more complicated questions can be routed to the right agents.
Before cloud technology, making changes to a contact center meant a lot of manual work including updating complicated phone trees and directories. This can be extremely time consuming and leaves room for human error and could cost call centers thousands considering how misrouted calls can lead to a poor customer experience. Cloud IVR integration is a great way to replace this manual process. Whenever a supervisor wants to make a change to the system, the updates are automatically synced. This means no more wasted time and potential errors when updating contact center phone trees.
Cloud IVR integration will only continue to evolve and exceed customer expectations by providing an efficient way for customers to get the information they need.
To learn more about how contact centers can provide even more value in addition to cloud IVR integration, check out Five9 Intelligent Virtual Agents.
About The Author
Natalie Mackay specializes in product marketing, with a background in SaaS tech sales. She has experience in go-to-market product launches, content creation, demand generation, and sales enablement. Natalie focuses on solving real-world customer challenges by bringing valuable solutions to market with straight-forward product messaging and positioning.