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Interactive Voice Response (IVR)

Deliver the best path forward for your inbound calls with an intelligent IVR solution. An effective IVR will enable your contact centre to deliver an easy and enjoyable customer experience by removing common contact centre pain points like long call queues, wait times and seriously stressed call staff!

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.

Visual IVR

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.

No-code design

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.

IVR reporting

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.

Speech enabled

Make it easy for callers to get where they need to fast, particularly when driving, with a speech enabled IVR for menu selections. Accuracy can be further enhanced with natural language understanding.

Local Australian
support

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.

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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.

FAQs

Interactive Voice Response or IVR is a call centre system that enables call routing and automated call responses. It allows customers to direct their call to an organisation before speaking with a representative through a computer.

Interactive Voice Response or IVR software works by automating the call routing process of an organisation through a computer-automated service. The IVR system will collect data from the inbound call 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 questions to the caller verbally via voice recognition software or selecting keys on their phone to correspond with the provided options. An IVR service will route the call to the correct department and representative to engage with the customer through this data.

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:

  • Call Filtering
  • Caller ID
  • Call Queuing
  • Automated Callbacks
  • Voice Recognition
  • Intelligent Call Routing

IVR systems are utilised to improve customer experience and drive business growth. It achieves this through automated phone answering, which increases the efficiency of call centre service, with shorter wait times and an increase in first contact resolutions for caller queries due to being routed to the right person right away

Speech-enabled IVR recites a list of options for the customer to choose from when they call your contact centre. Visual IVR follows the same principle but takes a different approach. Rather than the customer listening to a series of options, you provide an app-like experience that takes them through a workflow to resolve their query.

Do more with Premier Contact Point

Contact us to find out more about how to improve your help desk efficiency