A Complete Guide to IVR and Why Your
Business Needs the Best
A Complete Guide to IVR and Why Your Business Needs the Best IVR Solutions
Businesses and call centers that are required to deal with calls are always on the lookout for innovative solutions that will help them manage calls more efficiently. The way call centers handle calls determines their success in the long run. Clearly, this is a difficult task to accomplish, as doing so manually would demand a significant amount of time and human resources. This is where intelligent calling software solutions prove useful. IVR systems automate a variety of routine tasks and are capable of efficiently handling and managing calls. A good call response system not only keeps the caller engaged by assisting them but also ensures that all routine operations run smoothly, apart from performing several other vital functions. IVR service provider companies in India are coming up with innovative IVR solutions that find applications in several industries and help businesses achieve efficiency and productivity.
What is IVR software?
IVR, or interactive voice response, is the ultimate call-handling solution for businesses. It makes sure that everything from personalized greetings and responses from customers to real-time call reporting and monitoring is handled efficiently. It communicates with callers and assists them in resolving their problems on their own. When callers are unable to assist themselves, the call is routed to a human assistant via an IVR system. An IVR system is an essential tool that allows businesses and call centers to be available to their customers 24 hours a day, seven days a week. IVR systems for call centers also prove to be helpful for analytics, as they provide call-related data and other information. It is a cost-effective software solution that proves to be highly profitable in the long run.
How does an IVR system work?
The idea behind all types of IVR systems is that they should be efficient enough to reduce the burden on human operators. Whenever there is an incoming or outgoing call, the caller is met with a pre-recorded voice that guides them and helps them resolve their issues. The IVR guides the caller with the help of a customized menu. IVR menus can be as simple or as complex as desired. Menus can be multi-level, and as many levels as required can be designed. They can also be optimized in different languages so that customers are able to follow them in a language they are comfortable with. IVRs run on both DTMF as well as text-to-speech input. Callers can interact with the IVR system using an input method of their choice. The IVR system analyses the caller’s response and helps them find the next best option. When the caller’s problem cannot be solved with the help of the existing menu, the IVR system connects the caller to the next available agent, or to the agent who is best capable of solving the caller’s issue. Smart call routing is an important feature of IVR software because it benefits both callers and operators.
Types of IVR Systems
There are two types of IVR systems, namely, on-premise and hosted IVR.
On-Premise IVR: On-premise IVR, or on-site IVRs, are IVR systems that are installed within a call center. It requires the IVR system to be integrated with the company’s existing telephony. On-premise IVRs are owned entirely by the companies where they are installed. This gives the users full authority over the system. It is an ideal choice for large organizations that are required to deal with both inbound and outbound calls in bulk.
Hosted IVR: A hosted IVR or cloud-based IVR system is easy to set up as they do not require any hardware, unlike on-premise IVR systems for call centers. They are cloud-hosted IVR solutions and allow flexibility for their users as they can use them remotely. Hosted IVR provides room for customization and can be integrated easily with the existing setup. It is an omnichannel solution and a hassle-free IVR solution for contact centers.
Both on-premise and hosted types of IVR system can have certain pros and cons. Businesses should choose an IVR system that meets their requirements in the best possible way.
The Advantages of IVR Systems for Call Centers
IVR software is an effective way of ensuring efficient call handling. Putting clients on hold or greeting them with busy lines can be detrimental to business-client relationships. IVRs help in improving engagement by making calls a pleasant experience for the callers. IVRs are a one-time investment as they help in enhancing sustainability and profitability. It is an excellent and affordable solution for saving time as well as money. By ensuring effortless call handling, it allows organizations to focus on other productive aspects. In addition, IVRs allow users to monitor calls and provide them with error-free call data, which can prove to be useful in data analysis.
- Customizable solutions
IVR service provider companies in India create IVR systems that are scalable and can be easily customized to suit the callers’ requirements. The sole purpose for which any business invests in IVR is to serve its customers in the best possible way. IVR systems have customizable menus and other features that empower businesses to achieve 100% customer satisfaction.
- Easy integration and streamlining
IVR systems guide the callers and enable them to resolve their issues on their own. Apart from this, IVRs also help in analytics as they process call-related data that can be retrieved for other purposes. Most IVR systems can be easily integrated with the pre-existing setup of an organization and allow for hassle-free integration.
- Smart call routing
Smart and hassle-free call routing is one of the features that make IVR an essential tool for call centers. IVR systems for call centers can easily be integrated with the existing CRM. As a result, customers can connect to the last consulted agent. VIP callers can be placed at the front of the queue, or calls can be directed to a specific consultant who speaks a specific language. The intelligent call routing feature also helps to shorten call queues and reduce abandon rates during high call volume. IVR software enables companies and customers to resolve their issues quickly.
- A cost-effective solution
Apart from simplifying the entire process of receiving, managing, and recording calls, IVR solutions prove to be highly cost-efficient as they are reliable solutions worth investing in. IVRs handle calls in high volumes at a fairly low cost. They ensure seamless availability and are capable of processing more calls without human assistance unless required. This results in increased customer satisfaction and better profits. IVR is an important call management system for call center.
- Improved engagement and better response
Being immediately available to clients with the help of IVR improves the overall experience for the client. IVRs help clients save time and resolve their issues quickly. This plays an important role in improving engagement, building trust, and enhancing brand image over time.
- Easy monitoring
IVR solutions can be easily integrated with other software for easy call monitoring and management. IVRs can process and provide insightful data that helps them assess growth. The latest IVR systems come loaded with a number of valuable features that help them monitor and manage calls more efficiently. Features such as call barging, monitoring, and whispering have become indispensable for most businesses.
Best IVR Solutions for Businesses: IVR Voice Bots and IVR Blasting
Although IVR solutions are highly customizable and perform the tasks they are required to, other IVR solutions work in integration with the IVR systems in order to achieve a specific goal. Two of the most common goals that businesses and call centers have in mind are customer service and IVR blasting. By using specific tools that have been designed specifically to tackle these, businesses are able to achieve better results.
IVR Voice Bot
Voice bots are an important AI tool that works in tandem with IVR systems to maximize their effectiveness. IVR Bots can do everything from broadcasting promotional campaigns to sending reminders and confirmations to making follow-up calls and scheduling appointments. IVR voice bots are among the most dependable tools for providing excellent customer service. An IVR Bot automates the entire phone call process, allowing businesses to run more smoothly and efficiently. As a result, companies can save money, time, and manpower that would otherwise be spent on the time-consuming process of calling. IVR bots are the ideal IVR tool for businesses to invest in because they allow them to focus on more complex tasks that require human intervention. This assists businesses in increasing their profitability.
The SanIVR Bot is one of the best IVR voice bots available on the market today. It is capable of performing a wide range of functions. It is highly customizable and versatile and can easily be moulded to fit into any organizational structure. It is easy to operate and manage and is bound to prove beneficial. It is a robust solution with a wide range of useful features such as remote extensions, API integration, schedule-based calling, text to speech, multilingual interface, and voice input. The San IVR Bot can be trusted to execute various tasks such as promotional calls, reminders, confirmations, follow-up calls, on-board training, appointments, bookings, KYC verification, and more. It’s easy to customize and manage, allowing users to achieve their objectives successfully.
IVR Blasting Software
IVR blasting software is an automated dialing service that allows call centres to make automated calls on a large scale. It is a powerful tool that helps businesses achieve better results while saving both time and money. IVR blasting tools are used by businesses to reach their target audience. They can effectively carry out a wide array of tasks, such as mass campaigns, telemarketing, promotions, and sending reminders, broadcasting information, and enhancing campaign outreach. IVR Blasting software enables companies to save time and money as it allows them to reach a large number of people at once. As a result, businesses can improve productivity and get better profits.
SanOBD is a smart IVR Blasting software that helps businesses achieve their objectives. It is a feature-packed software that has been designed to make IVR blasting a hassle-free process. Its highly responsive UI makes it easy to use. It automates the entire process of IVR blasting, thereby ensuring that it gets executed effectively and efficiently. SanOBD is an ideal IVR blasting software due to its versatility and customizability. It is scalable and can easily mold itself to suit most call centers.
Industries that Benefit from IVR Solutions
IVR is an important requirement for most industries. Businesses that deal with customers and handle calls in bulk need IVR software solutions to operate with maximum efficiency. Both hosted and on-premise types of IVR system are used for several purposes, such as payment reminders, notifications, confirmations, handling grievances, and sending updates, among various others. It is one of the most important tools for small businesses as it helps them grow exponentially. Some of the industries that need IVR solutions in order to function seamlessly include:
Banks, finance, and insurance sectors
Banks rely on IVR solutions for sending payment reminders, notifications, and broadcasting other information and the latest updates. In the absence of a reliable IVR setup, it becomes difficult for banks to keep up with the ever-mounting customer calls and grievances. IVRs are a powerful customer tool for all financial institutions and insurance companies. IVR prompts and notifications help a great deal in preventing financial fraud and help businesses achieve customer satisfaction.
The healthcare industry needs to keep in touch with its customers. Hospitals rely on IVR solutions for handling queries, scheduling appointments, rescheduling notifications, and feedback. IVRs also enable them to conduct surveys and gather useful data. IVR solutions are an important tool that enables teleconsultation, which proves to be convenient for both hospitals and patients. The “smart call” routing feature of IVR systems connects the patients to the appropriate doctors or agents.
Travel, tourism, and hospitality sectors
The travel and tourism industries have reaped the maximum benefits from smart IVR solutions. The tourism and hospitality industries receive a large number of calls each day. IVR solutions handle these calls with great efficiency and reduce the burden on human operators. IVRs auto-attend calls and provides the necessary information the callers require. The ACD (auto call distribution) feature of IVR systems helps to streamline operations, thereby allowing for better management. IVR broadcasts are one of the best ways of updating customers about reservations, cancellations, refunds, and offers. With the help of IVR, customers can be easily notified about updates, delays, and rescheduling. This allows travel operators, agencies, and hotels to share the latest information with their customers while ensuring convenience. This helps a great deal in building trust among the customers and increasing brand value.
Retail and e-commerce
For any retail business to thrive, there needs to be a strong customer service mechanism in place. E-commerce, in particular, depends on IVR solutions as it allows them to serve the customers in the best possible way. Since e-commerce websites get a lot of traffic, one cannot hire enough operators to handle calls in such a large number. IVR software solutions not only handle calls in bulk, but also a lot more. IVR solutions update customers about their order status, send delivery updates, and handle information related to payments. IVRs form the backbone of customer service in both the retail and e-commerce sectors. It handles most of the issues on its own and connects customers with agents for more complicated issues. It directs the calls to the most appropriate agent with the help of its smart call routing feature. IVR blasting is another important tool for retail businesses as it helps them expand their outreach by broadcasting their promotional messages to potential customers on a huge scale.
Governmental organizations rely on IVR solutions for a number of reasons. One of the most important purposes that IVRs serve in the public sector is the broadcast of important information. IVR software companies in India help the government to spread information, gather data, and achieve targets. IVR solutions also help government agencies and other organizations conduct surveys with ease and convenience.
To conclude, IVR software solutions are the most reliable, useful, and innovative solutions for all businesses. They find application in a wide range of industries as they are adept at performing innumerable tasks with efficiency and accuracy. This reduces the burden on businesses and allows them to divert their valuable human resources to other complicated things that require human attention. In addition, IVR add-ons such as IVR bots, IVR blasting software, and outbound dialling solutions ensure that most calling-related tasks get taken care of with the help of automation. This helps businesses reduce costs in the long term, helps them expand their reach, and enables them to enhance productivity. As a result, businesses are able to achieve targets and grow exponentially.
IVR Solutions from SAN Softwares: One of the Leading IVR Service Provider Companies in India
SAN Softwares, a leading software development company in India, has been providing the best IVR solutions to several industries. We provide customizable IVR solutions that are reliable and help businesses achieve unprecedented growth. We provide both on-premise and hosted IVR solutions, depending upon the nature of your business and its requirements. For on-premise IVR solutions, SanIVR is the best software as it is easy to set up and can be integrated with the existing telephony setup and other systems. It is a one-time investment that helps large organizations and contact centres be more productive. Alternatively, EasyGoIVR is a cloud-based IVR software that serves as the ultimate solution for calling, especially for businesses who prefer cloud-based solutions. It is a multi-featured system that handles calls efficiently and streamlines business operations, thereby allowing users to be more productive.
The SanIVR Bot is a smart voice bot solution that is capable of handling a number of functions, which include promotional campaigns, reminders, confirmations, follow-up calls, appointment scheduling, and more. IVR blasting is another tool that helps companies achieve targets by making outbound calls on a large scale. The SanOBD is an outbound dialler that helps companies save both time and money.
The IVR solutions developed by SAN Softwares are the best IVR solutions for the value they add. We at SAN softwares also provide customized software development services and develop tailor-made software that fits seamlessly into an organization and enhances productivity and profitability. We understand your requirements and offer scalable solutions that ensure 100% business growth in the long run.