Interactive Voice Response System
Interactive voice response (IVR) is a feature that provides interaction through the mechanism people hearing computer voice to select keypad tones matching appropriate situations.
You can set up numerous IVR levels with our HIPAA Compliant Call Center Software to make sure your clients will not hang up the phone if all your agents will be busy. Let your customers quickly resolve their problems with prepared scripts through a telephone keypad or by speech recognition.
Also, you can set up business hours for Interactive Voice Response as prerecording welcome messages or enjoyable tunes.
In addition, be sure that with this software all the customers’ compliance needs will be taken seriously.
Here’s how it works
We consider IVR feature #1 to use for the call center for a few reasons.
First of all, it lets you gather the basic information about the caller and the purpose of the call, and route it to the most suitable agent at the time based on this information.
For example, you can add a few options to press to connect your caller with the required department, and HIPPA Force will provide you with the text-to-speech conversion for your IVR, automatically giving a voice to your message.
Once your caller tries to reach out to your company, he’ll hear the choice of actions to press, for example:
Hi! Welcome to Virginia Dental Clinic.
To set an appointment with Doctor Baker, please press 1.
To set an appointment with Doctor Bachinski, please press 2.
To set an appointment with Doctor Morales, please press 3.
If you have a question and want to talk with the medic, please press 4.
Here is how it looks when you set up the IVR in your HIPAA Force account.
Moreover, if set up correctly, IVR call center features can help your callers to resolve their issues without even talking to your support team – the IVR menu can be as simple or as complicated as you need it to be. This doesn’t change the outcome – more satisfied customers and more productive call center agents.
IVR Software Opportunities
• Due to one Cloud basis, coverage for all your locations;
• Automated Speech Recognition (ASR) and Text-to-Speech (TTS);
• You will know whom of your clients don’t want to wait and hang up to call them up;
• Set and manage business hours and days off despite time zones;
• Get content clients;
• Swiftly collect crucial clients’ information from CRMs;
• Integrate other HIPAA Compliant Software tools to optimize call center work process.
