An automated attendant directs incoming calls to the appropriate agent or extension (also known as phone trees, auto-attendant, auto-receptionist, virtual receptionist, etc.). Because all it can do is route calls, an auto-attendant is “stupid” in this sense. The eventual destination of a call is either a call queue or a mailbox, even if the auto-attendant can have a wide range of settings (such as day/night mode). While it searches, an auto-attendant also plays hold and connect music. You can look up ivr auto attendant singapore.
Incoming callers can use Interactive Voice Response (IVR), an automated phone system technology, to access information via pre-recorded voice responses without speaking to an agent. They can also use menu options via touch-tone keypad selection or speech recognition to have their calls routed to particular departments or specialists. If your IVR is well-designed, it can aid in customer satisfaction and help to raise KPIs. For example, if your Interactive voice response (IVR) is correctly developed, it will lighten the load on the call attendant during periods of high call volume.
Why Interactive Voice Response?
Better customer experience: The majority of client questions may be answered by your IVR if it is properly built, and satisfied customers lead to a successful business. Therefore, if you provide excellent customer care and respond to all inquiries quickly, your company will undoubtedly succeed. If you choose to subscribe to the IVR, you have a wide range of choices.
Highly supportive in busy times: With the use of IVR contact center technology, businesses may offer callers the opportunity to self-serve and leave messages. The IVR self-service function can assist the contact center by relieving strain on your employees during periods of high demand brought on by crises or seasonal peak activities. Simple operations, such as frequently asked client inquiries about account information, order status, or payment due dates, can be automated. During these busy periods, messages and menu options can be swiftly and easily changed thanks to a modern IVR service.
Improves the work culture among the attendant: IVR can route routine calls and frequently asked questions, allowing callers to use IVR self-service and freeing up agents to handle more complex calls or questions via multiple channels. This improves the work environment for the attendant. Instead of asking the same questions over and over again, it can greatly increase efficiency and provide agents with more interesting tasks to complete, including collecting payments or checking account balances. Additionally, the attendant would have a busy schedule if he spoke to every single customer.
The companies have access to a wide variety of IVR options. Artificial intelligence (AI) is a feature of contemporary IVR systems that enables voice-only system navigation by the user. To achieve this, it can separate spoken language into audio units known as phonemes, which are then matched with a particular text to extract meaning.