An inbound interactive voice response (IVR) application allows callers to complete virtually any job that can be performed by a live agent – all at a small fraction of the cost to the company. When a user calls a company with an inbound IVR system they can be presented with a fully customizable menu system via voice or user input-driven commands. From there the caller is directed to the appropriate information or agent. This application is essential to organizations large and small that are looking for new ways to cut costs and provide better customer service.
Examples of Inbound IVR Applications
- Education: Course information, exam results, absentee notifications
- Financial institutions: Real-time account balances, stock information, telephone banking, loan and mortgage applications
- General business: Help desk inquiries, automated customer service, order taking, office location and hours
- Government: Service information, licensing fine information, emergency notification
- Healthcare: Admittance and discharge records, inventory reports, claims processing and billing
- Media: Membership renewal, classified ad responses
Benefits of Using an Inbound IVR
- Personalization: Inbound IVR applications are designed to give businesses and their customers a simple, superior and personal inbound call experience
- Seamless integration with other applications such as customer managed relationship (CMR) systems
- Increased agent satisfaction and lower turnover
- Cost effectiveness: Reduces the need for live agents
- Increased customer satisfaction: Customers are able to serve themselves, while agents have more time to cover complex issues, therefore, provide better customer service.
Having an inbound IVR integrated into your call flow can not only set your company apart from the competition, but can help reduce overhead costs during difficult economic times. Pronexus VBVoice™ enables the rapid development of an inbound IVR customized specifically for your needs.