Interactive Voice Response is rated as one of the smartest technologies available in the Private Branch Exchange services. It helps businesses take their customer engagement and satisfaction to the next level by providing the callers with the opportunity to self-serve themselves or connect with the correct agent or department, all on their own.
It can be used to enable your customers to know specific details, such as- relevant extension numbers, branch address, outstanding billing amount, and much more. On the other hand, Interactive Voice Response systems can be used shorten the time spent on a single call by allowing the caller to guide themselves to satisfactory answer or solution.
When the customer calls the business phone number, the call is connected to The Real PBX’s state-of-the-art servers on which the client’s PBX system is hosted. It plays its custom IVR to the incoming call.
After the initial customer greeting message, the caller is then provided the various engagement options embedded within the IVR. For instance, “Thank you for calling XYZ Company, Press 1 for Sales, Press 2 for Support, Press 3 for Billing”, and so on. There can be numerous engagement options within a client’s IVR, which connects to numerous departments and individual agents, through extensions.
The caller upon making their choice is then quickly routed to the chosen department or agent, successfully connecting the caller and the business.
