IVR - Interactive Voice Response Services
Menu's, Speech Recognition, Credit Card Integration, Call Routing...
IVR, or Interactive Voice Response is the behind the scene phone system. Most people will be familiar with pressing 1 for sales, entering their account number or leaving their message after the tone.
There are many features and benefits to using IVR, which will improve the service you provide to your clients, as well as increase revenue for your business.
The following IVR features can be enabled. Custom IVR applications can be designed to fit the specifications of your project.
Give your business a professional image with a tailored welcome message. The Introduction message can be professionally recorded, or you can record your own.
Missed call alerts
Get an email notification or SMS text message when you miss a phone call.
Any missed call or out of hour calls can go to a voicemail service. The voicemail from the caller will be emailed to you, reducing the loss of potential clients and sales.
Record your calls, ideal for staff monitoring, legal requirements or general quality control.
Call recordings can be accessible via email, web panel and FTP.
Our call recording equipment is industry certified.
Can't get to the phone? Calls can be forwarded to the next available agent seamlessly.
Sales calls to your sales team and support calls to the support team, either calling all team members at once or a round-robin environment, sharing calls equally.
Priority can be given to certain operators, such as top performing sales agents.
Out of Office
Play a custom message to callers trying to reach you when closed, accompanied with a voicemail option if needed.
Queue calls should you have more callers than agents. Ideal for companies with limited staff or during busy periods. Call Queuing ensures calls are not lost.
TIme of Day Routing
Working from Home on a Monday? In the office on Tuesday? Not a problem. Set your schedule into the phone system to ensure no call is lost.
Block unwanted spam calls and stop nuisance callers. Prioritise the important calls to your business.
Music on Hold
Play custom audio files to your callers when on hold or in a queue. This can be our supplied audio, your own music or a promotional message.
Improve the user experience by filtering calls to the correct department. This can be achieved with a menu system. An example is press 1 for Sales.
Allow callers to speak to the phone system to obtain the information required, such as the callers name, account number or address.
Fax to Email
Move away from old fax machines. Receive your faxes via your phone system directly to your email.
Divert when Busy
Divert calls to another user, extension, menu or voicemail.
When you or your operators answer a call from the virtual number, we can play a message to the operator, enabling a professional service to be provided. Whisper messages can be "sales call", "support call", your own audio or just "beep beep beep".
Use your virtual office number as your WhatsApp Business number, allowing your customers to call or message you.
IVR & API's
We can create custom IVR applications to fit your requirements. Including API's, speech recognition, SMS text messages sent during and/or after a call, as well as many more bespoke features.
Available with the services is access to a feature-rich online management and stats panel.