Inbound IVR

IVR is an acronym for Interactive Voice Response technology. Early IVR systems evolved from past touchtone phone automation systems (press "1" for sales, press "2" for customer support, etc.) and allowed for the caller's voice to be used instead of the keypad. This initial IVR technology could only interpret simple voice responses (say "yes", say "one", etc.) and had virtually no other capabilities.

Angel IVR Advantages

Sharing little in common with early IVR technology, Angel's leading IVR platform accurately recognizes multiple words/sentences and can interact with callers in real time. This ensures that calls are routed to the appropriate agents and enables customers to self-serve if they so choose. Beyond its sophisticated voice recognition capability, Angel's IVR solution allows you to elegantly design a proactive customer interaction strategy. The IVR platform is scalable, flexible, provides robust connectivity to databases and CRM software such as Salesforce. This combination of IVR features gives your call agents a powerful tool to better serve existing and potential customers.

With Angel IVR, callers will appreciate a seamless and consistent experience from the moment they are in touch with your company. Thanks to your customized Angel IVR system, caller information is available to your agents when they receive the routed call. This improves the caller experience, reduces call time, and decreases your contact center operating costs.

Angel Inbound IVR Advantages:

• Increased first call resolution by ensuring that more calls are routed to the appropriate agent
• Managed volume spikes and capacity with a scalable, flexible IVR platform
• Improved customer and agent satisfaction by ensuring that callers are able to service themselves through IVR, while agents have more time to cover complex issues, resulting in better customer service
• Increased agent productivity by ensuring that they receive relevant customer information as calls arrive
• More up-sell and cross-sell revenues by ensuring that high-value calls are routed to agents with the appropriate skills

Advanced Call Handling and Routing Using intuitive menu options, you can choose and customize a number of existing voice pages to build and direct call flow--all through a point and click IVR interface. IVR features include: Personalized greetings based on your preferences via text-to-speech, audio file, or a recorded voice of your choice. Schedule management by presetting call handling instructions based on time of day or day of week. Intelligent routing by creating a virtual Automatic Call Distributor (ACD), call queue or route to live agents based on a number of criteria, including round robin and skills-based routing. Voicemail recording to streamline processes by recording messages from your callers or set alerts to your email, pager, or cell phone. Name and address capture and reverse phone lookup to identify your callers and verify identity without the need for an agent. Intuitive IVR logic to direct callers to specific places in the call flow based on their answers to specific questions.
IVR System Monitoring and Reporting Track activity in real-time and build customized reports with charts and graphs to meet the needs of your business. Monitor call activity, as it's happening with granular-level detail, then, export the data to Excel to further analyze and share your results. Real-time access to all call details including date and time, caller ID, IVR responses, department/agent the call was transferred to, talk time and more. IVR System reporting and monitoring includes when the call was delivered and whether the call went to voicemail or not, all up-to-the-minute as the outbound campaign is happening. Pull historical reports based on any call parameter to see how your call metrics change over time. Record calls for archiving or training purposes. All recordings are available for listening or downloading through your web-based Angel account.
Robust Database and CRM Integration Through complete integration with back-end databases or customer relationship management (CRM) systems, such as Salesforce, Angel enables you to customize each call to the individual caller. Quickly and securely connect your system to external databases of any kind for better business data analysis and a more complete customer picture. Personalize the caller experience by recognizing current customers versus potential sales prospects and customizing the call flow based on the type of caller and their needs. Capture customer data into existing web servers, databases and CRM systems so all customer info and history is located in one place. Automate routine processes such as password resets, support ticket status updates and more by tying the IVR system to your database for quicker and more streamlined customer access to the information they are seeking. Enable customer and business-centric analysis of data by connecting phone data with web and customer data for a more complete business picture.

Utilizing dynamic speech-enabled dialogs with the ability to transfer callers to an agent, typical Angel Inbound IVR applications examples include:

• Intelligent call routing
• Information hotlines
• Event status updates
• Call filtering and segmentation
• Evacuation routes / instructions
• Product recall alerts
• Lead capture and generation
• Market research and surveys
• Customer order entry
• Locator services
• Clinical trials and enrollment
• Real-time account balances