Interactive Voice Response (IVR)
Begin your customer success story with the right IVR solution
The modern customer demands an efficient contact centre response without the common pain points delivered by so many of today’s over-stretched, under-resourced contact centres.
Delight customers through an app-like experience on their smartphones, enabling them to provide agents with rich information relating to their call. Or, create intuitive self-service workflows allowing customers to easily find the right answer through a series of personalised menus and screens.
The drag and drop workflow designer allows you to easily customise flows in real time. Our solution supports integration with a range of open APIs to share information with your core business systems and create solutions that meet your business requirements. Fully supported by our Australian-based support team.
Actionable insights with class-leading BI reporting that allows you to create dashboards and reports the way you need them. Or, choose from a host of out-of-the-box reports that meets most requirements. Blend other data sets to create powerful, whole-of-organisation reports allowing you to make informed business decisions.
Personalised contact management
Inbuilt customer contact management to help staff deliver a personalised customer experience, reduce average handling times and inbound contact volumes. Route contacts to the most suitable agents and immediately display vital customer information like customer details, interaction history and last contact notes.
Class leading technology still requires class leading support. Leverage Premier’s 35+ years of expertise in supporting Australian organisations to deliver exceptional customer service across voice and digital channels.
Easily create intuitive workflows
Simply create, document and validate common administration tasks through intuitive workflows using our class-leading workflow design app. Our no-code design tool allows managers to carry out all required system administration tasks with ease.
Integration made easy with Premier Contact Point IVR Solutions
Our intelligent IVR solution delivers a user-friendly experience by seamlessly integrating with all the major business tools your organisation relies on.
By streamlining your data between apps, your day just got a little bit easier with the reduced manual processing, file sharing and editing that was once just a part of the contact centre routine.
Interactive Voice Response or IVR is a call centre system that enables call routing and automated responses. It allows callers to utilise self-service workflows or routes their calls through pre-configured callflows before speaking with an organisation’s staff member.
Interactive Voice Response or IVR software works by automating the call routing process of an organisation through a computer-automated service. The IVR system can offer the caller the ability to utilise a self-service workflow, or it will collect data from the caller before automatically redirecting it to the correct representative within the correct department, reducing wait times and manually rerouting calls within an organisation.
IVR systems typically ask inbound callers to respond to questions verbally via voice recognition software or selecting keys on their phone to correspond with the provided options. The IVR will then route the call to the correct department and representative to engage with the customer.
While features of an IVR service are heavily dependent on the software and IVR service provider, some of the key features frequently found and used by call centres to measure customer satisfaction and improve a customers journey include:
- Voice Recognition
- Intelligent Call Routing
- Self Service Options
- Third Party System Integration
IVR systems are utilised to improve customer experience and customer service team productivity. It achieves this through automated phone answering, self-service options and screen popping customer data, which increases the efficiency of call centre service, with shorter wait times and an increase in first contact resolutions.
Speech-recognition IVR which prompts the caller to say why they’re calling your organisation. Visual IVR provides callers with an app-like experience that takes them through preconfigured workflows to resolve their query.
Do more with Premier Contact Point
Contact us to find out more about how to improve your help desk efficiency