Interactive Voice Response (IVR)
Fully SIP based, including a graphical flowbuilder for easy & fast creation of dialogues.
What Is IVR Outbound?
Outbound IVR refers to a phone system technology that initiates outgoing calls and offers the recipient a self-service IVR menu. This system comprises of audio messages and menu choices that customers can interact with using either speech or dial-tone selections. The purpose is to guide them towards their desired outcome, such as connecting with a live agent or queue, performing self-service actions, or obtaining relevant information.
Outbound IVR, which involves actively reaching out to customers and leads, has various applications, such as conducting interactive surveys, sending customer support notifications, reminders, bulk announcements, sales and lead contact, and more.
While outbound IVR typically relates to making phone calls using VoIP technology, it can also encompass intelligent virtual agent (IVA) systems that engage customers through alternative communication channels.
Typical communication channels for outbound IVR include:
1. Voice
2. SMS texting
3. Webchat
4. Email
5. Social media
6. Website-based chatbot
7. Mobile app
How Does Outbound IVR Work?
Outbound IVR operates by establishing contact with a customer, either through voice or a digital messaging channel, and then offering interactive menu options for the customer to take specific actions, connect with an agent, provide input, or access information.
Typically, outbound IVR utilizes automated outbound systems like auto dialers or proactive messaging campaigns to initiate contact with customers. Once connected, the IVR menu is delivered through the chosen communication channel. As the customer makes selections, the IVR system collects data and responds by following a predetermined call flow or path, enabling the customer to accomplish tasks such as reaching an agent, inputting information, or receiving a message.
Here’s a breakdown of the step-by-step process involved in outbound IVR:
- Establishes contact with the customer
- Customer engages with the IVR flow
- Collects customer information
- Provides self-service options
- Routes the call accordingly
Keep up With a Dynamic Market
The world is changing faster than ever and CyberTel IVR gives businesses the ability to efficiently react to sudden shifts in the market. For instance, let’s say your marketing team launches a new promotion that requires a modicum of customer support. With most IVR solutions, you’d have to reach out to your supplier to have them implement changes to your service on your behalf. This is both expensive and time-consuming. With the CyberTel IVR, however, you can make these changes on your own in a matter of seconds.
A Full Suite of IVR Dialogue Building Blocks
Indeed, this is one reason CyberTel Interactive Voice Response is used all over the world — by Mobile Network Operators (MNOs), Mobile Virtual Network Operators (MVNOs), Mobile Virtual Network Enablers (MVNEs), Cable Operators, Enterprises and many other companies.
CyberTel Interactive Voice Response can be bundled with our other solutions such as Voicemail, Missed Call Alert and Contact Center or provided separately as a standalone offering.
How Can CyberTel Help You?
Omnichannel Routing: Empowers agents to interact positively and productively with customers across digital and voice channels.
Automatic Call Distributor (ACD): Efficiently distributes incoming calls to appropriate agents.
Interactive Voice Response (IVR): Provides self-service options and menu navigation for callers.
Interaction Channel Support: Enables seamless communication across various channels.
Proactive Outbound Dialer: Facilitates proactive customer outreach and engagement.
Analytics: Turns data into actionable insights to drive measurable improvements and understand the customer experience.
Interaction Analytics: Analyzes customer interactions to gain valuable insights.
Customer Surveys: Collects feedback from customers to gauge satisfaction levels.
Reporting: Generates comprehensive reports on contact center performance.
Performance Management: Helps monitor and optimize agent performance.
Automation & Artificial Intelligence (AI): Utilizes advanced technology to automate tasks and enhance issue resolution.
Self-Service: Enables customers to resolve issues independently using automated systems.
Agent-Assisted Support: Assists agents in resolving customer issues more efficiently.
Fully Automated Alerts and Actions: Triggers automated responses based on predefined rules.
Pre-defined CRM Integrations: Seamlessly integrates with popular CRM systems for a holistic contact center solution.
UCaaS Integrations: Integrates with leading Unified Communications as a Service (UCaaS) solutions.
Elevates Customer Experiences: Enhances customer interactions and satisfaction.
Suitable for Companies of All Sizes: Designed to meet the needs of businesses of any scale.
Cloud-Native: Takes advantage of cloud technology for scalability and flexibility.
Reliable and Trusted: Established as a market leader in the contact center software industry.
Global Reach: Used by customers worldwide to achieve exceptional customer experiences.
Comprehensive Solution: Offers a wide range of features and integrations to streamline contact center operations.
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