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Ultra can provide a range of Interactive Voice Response (IVR) applications and interfaces for automated interaction with your callers. Some interfaces you can create and manage for yourself, some can interact with your CRM system, some are bespoke systems involving developments. In all cases, we deliver IVR solutions that can be as powerful, as flexible and as professional as you could possibly need.
Being a hosted solution means that you don't need to buy, install or maintain any hardware - and, since our applications are 'pre-integrated' there's no software to buy either!
With Ultra’s Interactive Voice Response capabilities you can automate some or all of your customer interactions. IVR software gathers customer information and matches it with data from back-office systems to fulfill customer enquiries or requests without the need to transfer to a live agent. Your customers can find quick answers to basic questions and avoid long hold times and your agents are afforded more time to handle complex, potentially revenue generating interactions.
The solutions range from straightforward interactive voice response messages that you can configure and manage yourself, to the most sophisticated solutions that combine IVR messaging with PCI DSS compliant card transactions and more.
Ultra IVR applications are used by companies such as insurance companies to give automated information about customers cover lapsing. They are used by customer survey companies like GFK to gain honest and accurate feedback about customer service levels, delivery processes and enable complete feedback on results.
The network IVR system can be used to enhance an existing call centre. For example, it can provide the customer prompts to get a card ready before connecting through to the agent, saving time on each call which represents an increase in productivity, provides the agent with more satisfaction and improves the customer experience.
Interactive voice response applications include:
- Within the Ultra ACD capacity to route calls by agent skills and customer value
- Message lines
- Marketing surveys either while waiting agent connection or after live call
- Opinion polls for honest feedback for research you need
- Self service lines
- Credit card payments - automated PCI-DSS compliant routines that do not allow agent to hear this sensitive information while collecting the customers detail
- Proactive Customer care campaigns playing non-marketing messages to get standard company information across
Features
- Switch to live agent capacity to speak with person if interested
- Message facility option to leave voice message for personal feedback
- Scriptflow responses lead to next natural questioning so personal type IVR
- Added Inbound queue facility, with calls balanced to agent availability
Benefits to Customer
- Informed whilst waiting
- Options for message or live agent
- Save time waiting
- Choice in their hands
Business Benefits
- Reduce staffing expense using the IVR system to handle routine calls
- Provide real time access to information 24/7/365 by using the interactive voice response to play messages to your customers
- Increase overall capacity by using the IVR system to queue calls and handle routine calls with standard messages
- Honest feedback by customers and staff
- Build customer loyalty by giving repeat customers fast access to the information they need on a regular basis
- There's no need to buy expensive servers or development software
- Services can be developed extremely quickly
- We can provide real-time statistics giving you full control over your marketing strategies and show the results from the use of the interactive voice response
- We will provide you with professional advice on every element of your IVR system design
Key phrase (no times appears in content) – Google searches in last year
Existing phrases (appear 3 or more times in text):
IVR (10) – 18,100
interactive voice response (7) – 880
interactive voice (7) - 2,900
voice response (7) - 2,400
ivr system (4) – 480
live agent (3) – 880