NETWORK HOSTED IVR (Interactive Voice Response)
Efficient Call Handling supported by expert advice
Network Hosted Interactive Voice Response systems provide efficient handling of incoming phone calls, allowing customers to browse pre-recorded voice menus, with
call routing options selectable via the phone keypad. Callers are able to find useful information, leave messages, place orders or be connected to a live operator. Automated call handling directs your customers to the right place, and a virtual switchboard ensures all calls are answered efficiently whatever the time of day.
Benefits of a network IVR service:
|
|
|
|
|
|
|
Hosted IVR at a fraction of a costs
We provide the Network IVR (NIVR) service at a fraction of the cost of an in-house solution. Our hosted network IVR solution combined with our expert advice help you maximise the efficiency of call handling teams to substantially improve their performance, reduce staff costs and become leaders in their industry. Our track record of working with DVA Northern Ireland and Norwich City Council using network IVR demonstrates improved call handling performance by 25%. We have helped the DVA to become one of the top performing public sector contact centres in Northern Ireland.
Bespoke network IVR tailored for your business
Our service is unique as we integrate people, process and technology to get the best out of the carrier’s network IVR and the client’s existing phone system. We integrate our improved call handling services (click here for more details) with a bespoke network IVR service. The bespoke network IVR service is tailored to each individual organisation’s requirements; it is completely flexible and changeable at any time on an on-going basis as customer requirements change.
We design a call plan for our clients, which defines how your inbound calls are handled - allowing for the smooth management and control of all incoming calls within your system – giving a depth and breadth of support at a fraction of the costs. There are no capacity issues as the service is hosted within the carriers network; calls can be routed worldwide including to home workers, to different destinations based on a number of variables e.g. time of day, day of week, the caller’s telephone number.
IVR Call Queuing
Ideal for any contact centre or tele-marketing environment that experiences inbound ‘peaks’. Call Queuing automatically answers inbound calls, holds them in the network and regularly informs the caller of their wait time in the call queue.
Data Capture
The service allows setting up a series of questions that callers respond to by leaving voice messages on the Managed IVR platform. These answers are appended, and can be played back as one single message, by an agent, who can write down the call script during quieter periods.
IVR Call Recording
We offer an entire recording platform - network based. Retrieval is performed using a simple web based search engine. Once a file is located, you can playback the recording using any standard multimedia PC or you can download the audio files. Audio files can also be sent as an email attachment.
Non-Geographic Numbers and Revenue Generation
We can supply your business with a Geographic or Non Geographic Phone Number
which can not only provide a national identity but also generate additional revenue.
Communications Department offers a range of options including: 0800, 03, 0845,
0844, 0871 and geographic (e.g. 020) numbers, complemented by a number of
Intelligent Routing options, thus allowing your business to streamline all inbound
calls, as well as to efficiently manage call centres, help desks and call distribution
across all your company sites.
CONTACT US TO FIND OUT HOW OUR NETWORK HOSTED IVR SOLUTIONS CAN HELP YOU »
