Integrated IVR and Call Distribution

IVR (Interactive Voice Response) is a technology that allows users (usually callers) to obtain information from a phone system without the assistance of an operator. ACD (Automatic Call Distribution) technology automatically routes calls to phone agents based upon organizational rules.

Integrated IVR and Call Distribution

The integrated IVR system is an Interactive Voice Response System (IVRS), which is integrated with the CRM (Customer Relationship Management) system of the company. Interactive voice response (IVR) is a technology that allows a computer to interact with humans through the use of voice and DTMF tones input via a keypad.  IVR systems are used to service high call volumes at lower cost. This IVR solution works more intelligently in customer catering to offer the personalized experience to the user.

Benefits of interactive voice response

IVR technology can benefit both large and small businesses in the following ways:

  • Saves time and money. IVR technology can replace humans to answer frequently asked questions or to provide commonly requested information — such as directions, hours of operation, etc. — that doesn’t require critical thinking skills.
  • Greater customer satisfaction. IVR technology eliminates wait times by responding to a caller immediately.
  • 24/7 service. IVR technology can operate without any interruptions and is available to provide information to callers whenever they need it.
  • Increase in call center Agents performance as the popup gives them caller information.
  • IVR routes call according to set rules (e.g., Skill-based routing) for better efficiency, again.
  • Automatic Ticket creation in help-desk system with every call.
  • Currently, 150+ executives can manage 10,000 plus calls every day.
  • Based on IVR feedback, automatic ratings of Customer satisfaction directly into CRM help-desk system.
  • Real-time dashboards for various Team leaders and management positions.
  • Detailed reporting on entire call center and help desk operations. e.g.:
    • Abandoned call rate.
    • Answering call rate.
    • Service Level.
    • Average Handling time (AHT).
    • Average wait time.
    • Half hourly call analysis reporting
    • Pick hour report.
    • Feedback report.
    • Top 10 callers & many more.


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