What is IVR software? Which is one of the top IVR companies in India?
IVR or interactive voice response software is a good way to ensure that calls are handled efficiently. Putting customers on hold or greeting them with busy lines can be detrimental to business-client relationships. IVR software solutions help to increase engagement by making calls more pleasant for callers. IVRs are a one-time expense that improves the company’s long-term profitability. It’s a fantastic and cost-effective way to save both time and money. It allows enterprises to focus on other productive aspects by ensuring easy call handling. Additionally, IVRs enable businesses to track calls and receive error-free call data, which can be valuable for data analysis.
IVR systems can handle and manage calls efficiently and automate a range of mundane operations. A smart call response system not only keeps the caller engaged by supporting them but also ensures that all routine activities are executed smoothly, among other things. Top IVR companies in India are developing unique IVR solutions that can be used in a variety of industries and help businesses enhance efficiency and productivity.
What Is IVR Software?
An interactive voice response (IVR) system is an essential customer service tool for businesses and call centers. It allows businesses and call centers to be available to their clients 24/7. Call center IVR systems are also useful for analytics because they provide call-related data and other information. It is a cost-effective software solution that helps businesses enhance profitability.
The basic idea behind IVR systems is that they should be efficient enough to relieve human operators of some of their responsibilities. When a call comes in or goes out, the caller is greeted with a pre-recorded voice that guides them and assists them in resolving their problems. The IVR directs the caller through a customized menu. IVR menus can be as basic or as complicated as you want them to be. Menus can be multi-leveled, with as many levels as are required. They can also be customized in various languages so that customers can follow along in a language that is familiar to them. IVRs can accept both DTMF and text-to-speech input.
Callers can use any input method they prefer to interact with the IVR system. The caller’s response is processed by the IVR system, which then directs them to the next best option. Smart call routing is another useful feature of IVR systems. When a caller’s problem cannot be addressed using the existing menu, the IVR system connects the caller to the next available agent or the agent most suited to solving the caller’s problem. Smart call routing is an important feature of IVR software because it benefits both callers and operators.
On-Premise IVR Vs Hosted IVR
Similar to other call center software solutions, IVR software solutions can also be on-premise and cloud-based. However, both on-premise and hosted IVR systems offer several advantages and disadvantages. Businesses should select an IVR system that satisfies their needs to the greatest extent possible.
IVR systems that are deployed within a call center are known as on-premise IVRs or on-site IVRs. It necessitates the integration of the IVR system with the company’s existing telephony. On-premise IVRs are completely owned by the businesses that have them installed. This offers consumers complete control over the system. It is a great option for large establishments that need to deal with a lot of inbound and outbound calls simultaneously.
Unlike on-premise IVR systems, hosted IVRs are simple to set up because they don’t require any hardware. They are cloud-based IVR solutions that provide users with freedom by allowing them to access them from anywhere. Hosted IVR allows for customization and is simple to integrate with current systems. It is an ideal solution for virtual call centers that require a more convenient solution for customer service. The EasyGoIVR is a reliable cloud-based IVR solution in India.
Benefits of IVR Solutions
- A tailor-made solution
Top IVR companies in India create scalable IVR systems that can be easily tailored to meet the needs of callers. Any business that invests in IVR does so solely to provide the finest possible service to its customers. IVR systems provide organizations with customizable menus and other capabilities that enable them to achieve client satisfaction.
- Streamline business operations
IVR systems guide the callers through a menu and process their responses. As a result, they enable callers to resolve their issues on their own. IVRs also help in analytics by processing call-related data that may be retrieved for other purposes. Most IVR systems are simple to integrate with an organization’s existing CRM and telephony setup. As a result, operations get streamlined, and organizations can achieve better productivity.
- Skill-based call routing
One of the aspects that makes IVR such an important tool for contact centers is its smart and easy call routing. IVR systems can be readily linked with existing CRM systems. As a result, clients can contact the last agent they spoke with. Calls can be directed to a specific consultant who speaks a specific language, and VIP callers can be placed at the front of the queue. During high call volume, the intelligent call routing technology also helps to shorten call lines and reduce abandon rates. IVR software enables businesses and customers to efficiently address problems.
- Save time and money
IVR solutions are highly cost-effective and reliable solutions worth investing in. In addition to simplifying the entire process of receiving, managing, and recording conversations, IVRs can manage large numbers of calls for a reasonable price. They ensure uninterrupted availability and can handle more calls without the need for human intervention unless it is absolutely necessary. Moreover, cloud based IVR solution India helps businesses provide good customer service without breaking the bank. As a result, consumer satisfaction increases, and so does profitability.
- Improved customer service
Being immediately available to clients with the help of IVR improves the overall experience for the client. Customers can benefit from IVRs because they save time and help them solve problems promptly. This is critical for increasing interaction, establishing trust, and strengthening the brand image over time.
- Agent performance and MIS
IVR solutions can be easily integrated with other software for easy call monitoring and management. IVRs can process and deliver useful data that can be used to evaluate growth. The most recent IVR systems come with a slew of useful features that make it easier to track and handle calls. For most firms, features like call barging, monitoring, and whispering have become essential.
Common IVR Mistakes to Avoid
While IVR solutions are meant to address people’s problems, it is easy for businesses to go wrong with them. There are several common mistakes that people tend to make with IVR systems. Some of these are:
Complicated IVR Menus
This is the easiest thing to go wrong with. While IVR menus are meant to help callers, lengthy menus and adding too many sub-menus can be counterproductive. With lengthy IVR menus, callers tend to feel lost and find it difficult to get their problems addressed. Moreover, many a time, callers need to reach agents at the earliest possible time and lengthy menus prevent them from doing so. Businesses should carefully design IVR menus and keep them to the point and simple. It is beneficial to take into account the most frequent customer queries and design IVR menus accordingly.
There is no call-back option.
Usually, customers go through several levels of IVR menus before they can access the option of talking to an agent. In many cases, all of the agents are busy, and the customer is forced to wait on hold while their call is answered. This is avoidable as long as there is an option through which callers can request a callback. Call back options are a must-have feature for IVR solutions. It helps callers save time and get their queries resolved in a hassle-free manner. It is an indispensable IVR feature that helps you provide a pleasant experience to your customers. This goes on to add to your brand image and helps you retain customers.
Annoying on-hold messages
While it is common for IVRs to play promotional messages and advertisements every time callers are put on hold, these messages should be chosen carefully. Listening to the same message on a loop tends to frustrate callers. Many customers end up abandoning calls because of this issue. Ensure that the advertisements, messages, and even on-hold music are not too loud.
Lack of Personalization
It is important to provide a personalized experience for your callers. Top IVR companies in India provide multiple language options so that your callers can choose a language of their choice. You can keep track of your interactions with your regular customers and add personalized greetings. All of these prove to be immensely beneficial in improving the customer experience.
Uses of IVR Solutions
For a large number of businesses, IVR software solutions are a dependable, useful, and necessary prerequisite. IVR software solutions are essential for businesses that interact with customers and handle large numbers of calls. IVR solutions are used for several purposes, such as payment reminders, notifications, confirmations, handling grievances, sending updates, etc. It is one of the most efficient instruments for small businesses since it allows them to grow at a rapid rate. IVR solutions are used in a variety of industries because they are capable of completing a wide range of tasks with efficiency and accuracy.
- IVR systems are used by banks to transmit payment reminders, notifications, and other information and updates. IVR prompts and notifications lower the risks of financial fraud and help them ensure customer satisfaction.
- The healthcare industry needs to keep in touch with its customers. IVR systems are used by hospitals to handle customer service, appointment scheduling, rescheduling notifications, and feedback. Teleconsultation is a useful tool for both hospitals and patients, and solutions are an important part of that. The “smart call” routing feature of IVR systems connects the patients to the appropriate doctors or agents.
- The tourism and hospitality industries receive a large number of calls each day. These calls are handled efficiently by IVR systems, which lessen the pressure on human operators. IVRs automatically answer calls and provide callers with the information they need.
- IVR broadcasts are a great way to keep customers informed about reservations, cancellations, refunds, and special offers. Customers can quickly be updated about cancellations, delays, and rescheduling.
- IVR solutions are essential for e-commerce businesses because they allow them to provide the best possible service to their clients. Because e-commerce websites receive a lot of traffic, it’s impossible to recruit enough operators to answer all of the calls. IVR solutions provide clients with order status updates, delivery updates, and payment-related information. In both the retail and e-commerce industries, interactive voice response systems are the backbone of customer care.
- IVR solutions are used by government entities to communicate essential information. India’s IVR software businesses assist the government in disseminating information, gathering data, and achieving goals. Government agencies and other organizations can also use IVR systems to conduct surveys with ease and convenience.
Although IVR solutions are very adaptable and execute several key operations efficiently, several other additional IVR solutions work in tandem with IVR systems to accomplish a certain aim. Customer service and IVR blasting are two of the most prevalent goals for businesses and call centers. Businesses can obtain better results by employing appropriate solutions that have been designed specifically to tackle these issues.
IVR Voice Bot
Voice bots are useful AI tools that may be used in conjunction with IVR systems to increase their efficiency. IVR Bots can do it all, from broadcasting advertising campaigns to sending reminders and confirmations to conducting follow-up calls and booking appointments.IVR speech bots are one of the most reliable techniques for providing outstanding customer support. The entire phone call process is automated with an IVR Bot, allowing organizations to run more smoothly and efficiently. As a result, businesses can save money, time, and manpower by eliminating the time-consuming procedure of dialing. Businesses should invest in IVR bots because they enable them to focus on more difficult activities that require human participation. These aids companies in improving their profit margins.
The SanIVR Bot is one of the best IVR voice bot solutions. It can conduct a wide range of tasks. It’s very adaptable and adjustable, and it’s simple to fit into any organizational structure. It is easy to operate and manage and is bound to prove beneficial. Remote extensions, API connectivity, schedule-based dialing, text to speech, bilingual interface, and voice input are just a few of the many valuable features. 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 is an automated dialing solution that enables call centers to make a large number of automated calls. It’s a strong tool that helps companies improve their performance while saving time and money. Businesses employ IVR blasting technologies to reach their target demographic. Outbound diallers can handle a wide range of duties, including mass campaigns, telemarketing, advertising, and reminders, as well as broadcasting information and increasing campaign outreach. Companies can save time and money by using IVR Blasting software to reach a large number of customers at once. As a result, firms can increase their production and profitability.
SanOBD is an intelligent IVR Blasting software that assists organizations in achieving their goals. It’s a feature-rich piece of software that’s been created to make IVR blasting a breeze. Its user interface is extremely responsive, making it simple to use. It automates the IVR blasting process, ensuring that it is carried out successfully and efficiently. Because of its versatility and customizability, SanOBD is an excellent IVR blasting program. It’s scalable, and it can readily adapt to fit the needs of most call centers.
IVR Solutions from SAN Softwares
SAN Softwares, the best IVR service provider in India, has been providing the best IVR solutions to several industries. We offer scalable, dependable IVR solutions that enable organizations to achieve exceptional growth. Depending on the type of your organization and its needs, we provide both on-premise and hosted IVR solutions. SanIVR is the ideal software for on-premise IVR solutions since it is simple to set up and integrate with current telephony and other systems. It’s a one-time investment that boosts productivity in huge enterprises and call centers. EasyGoIVR, on the other hand, is a cloud-based IVR software that acts as the ultimate calling solution, particularly for enterprises that want cloud-based solutions. It’s a multi-featured system that efficiently handles calls and streamlines corporate operations, letting users work more efficiently.
The SanIVR Bot is a sophisticated voice bot that can do a variety of tasks, including advertising 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 dialer that carries out IVR blasting effectively and saves time and money for businesses.
Why Choose SAN Softwares?
The IVR solutions by SAN Softwares are the best-in-class solutions for the value they provide. SAN Software is the best IVR service provider in India that offers customized software development services and creates unique software that integrates easily into a business and boosts productivity and profitability. We understand your requirements and provide scalable solutions that support long-term business growth.