IVR

Service customers faster with ipSCAPE’s Intelligent IVR capabilities that can route calls efficiently and enable self-service

Increase Organisational Efficiency

An Interactive Voice Response (IVR) is a menu system that directs customers to use the telephone keypad for identification and to route callers to the most appropriate agent.

Customers will be directed to the right department while agents will have the information they need to better serve customers creating efficiencies within your contact centre.

ipSCAPE’s Cloud Call Centre technology offers  IVR and Automatic Call Distribution (ACD) features.

Customer using IVR
Customer using IVR

Easily build workflows

Use ipSCAPE’s intuitive IVR builder to easily create and maintain workflows. Your IVR can contain music, voice recordings, menus and multiple branches to assist the caller on their journey.

ipSCAPE also offers Virtual Agent Voice to facilitate self-service options for customers while creating a consistent brand experience throughout your IVR. Over 15 voices are available with multi-language capabilities.

Create an Intelligent IVR for smart routing

Create an intelligent IVR using ipSCAPE’s Web Services Connector which enables the creation of sophisticated branching that is more personalised and relevant for your customers.

Using the caller ID, only options relevant to the customer will be presented, resulting in faster service. Similarly, customised messages can be served based on inputs into the IVR to provide self-serve capabilities. 

Improve customer satisfaction with IVR self service

IVR Capabilities

The ipSCAPE platform provides you with all the features you need to run a world-class contact centre

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Easy to create and customise

The IVR can be customised in a matter of minutes with greetings, messages and prompts, creating a more personalised experience for your customers when they call your organisation.

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Smart Call Routing

Service customers quickly by routing customer-based inputs into the IVR. Callers will be automatically routed to the most appropriate agent or department to meet their needs.

Customer Prioritisation

Use ipSCAPE’s Web Services Connector with your IVR to identify high-value customers. Customers can be placed into a priority queue or routed to an agent they have previously engaged with.

Encourage Self-Service

Serve customers without the need for an agent. Self-service options can easily be created for information such as account balances, expected delivery times, store opening hours and payments.

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Integrate Important Messages

Easily activate messages that notify your customers of important information. If the business is impacted by an unforeseen external event, an announcement message can be quickly configured to play at the beginning of every call.

Maintain Position in Queue

Improve customer experience by creating automatic call backs that reduce the time your customers need to wait on the phone. 

Find out how a government organisation utilised IVR to direct customer calls across multiple sites and various time zones.

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