Voice Call / IVR
A web-based automated voice messaging application, the voice SMS service allows you to connect with your customers in a more personalised way with the help of voice messages. Get the demo and drive up your customer engagement process.
Voice Call Service
Voice call service is really an innovative way to relay your messages to your customers or clients through voice recordings. Also known as OBD service, it is actually a very efficient system to manage the outbound calls that are initiated by our cloud telephony platform. The messages are recorded in advance thus you get the ability to send the pre-recorded messages to the number of your customers directly in bulk.
As a matter of fact, the audio can be fully customized as per your wish. Not every individual in our country is adept at understanding or reason English or Hindi thus it is always necessary to send the messages in their native tongue; so that they can understand everything clearly. Thus, the bulk voice call service is a unique way to transpire your messages to your customers; so that they can understand everything you try to convey.
With the voice call service, you will be able to send your messages to a plethora of recipients in a matter of minutes. And it will actually help your business to grow by establishing proper communication with the customers.
At Text2India, we offer you the best quality OBD service. Our bulk voice call service is unique in all aspects. The technology that we use provides your call with a unique landline number. Thus, it increases the rate of conversions greatly.
IVR
Interactive voice response or IVR is an automated business phone system feature that interacts with callers and gathers information by giving them choices via a menu. It then performs actions based on the answers of the caller through the telephone keypad or their voice response.
The choices of the caller decide the actions of the IVR — it can provide information or, if the issue is more complex, route callers to a human agent who can better handle their needs.
If you ever called a business phone number and had been answered by an automated greeting, which proceeded to interact with you via some pre-recorded message, then you know what an IVR is.
What is the use of IVR?
Normally, IVRs are used by companies or contact centers to route calls based on the choices made by the caller. Through these choices, it can determine if the caller wants to contact the billing department, the technical support team, or simply wants to talk to a human operator.
It’s also used to provide information like promos, updates, or other important information or instructions.One example is to inform callers that the system will record calls and will ask if they want to proceed.
Traditionally, it was only used to organize call queues of call centers. IVR systems, however, have come a long way since they were first developed and are now often used for automation of simple processes to provide self-service options to callers. This is to resolve simple customer needs and queries that are normally handled by call center agents.
Some examples of processes that IVRs can do now include:
- Inquire about account balance
- Access account information
- Set PIN numbers or change passwords
- Look up information (product price, directory, etc.)
- Fill up lead forms and surveys
- Make small payments or transfer funds
How does an IVR work?
In the past, IVR technology was a real pain to set up. The requirements are not only expensive, but making them work together used to be pretty complicated. In fact, traditional IVRs needed the following before they could work:
- IVR software. This is separate from the main communications platform (on-premise or cloud-based phone system) and needs its own set of hardware to work. It needed a telephone service (PSTN or VoIP phone system),
- A database (to pull information from)
- Its own infrastructure to support it including several servers. The interactive voice response or IVR software hads to be installed in a separate computer and you needed a telephony card, which is special hardware that lets you integrate hardware components to a computer, to get it to work.
And to top it all off, it also required a specialist to configure and set it up because it was a complicated piece of technology, usually with its own proprietary programming language.
Of course, that’s all in the past. The only ones who think these are still cool are call center software providers stuck in the past.
Modern cloud contact center solutions like RingCentral have IVR or interactive voice response automatically integrated into their system, also described as voice portals. All components you need to make the technology work— like telephony, databases, and servers—are handled by the provider in the cloud.
This means there’s no more need for separate software, in-house infrastructure, or specialists whose only job is to maintain and manage the IVR. That should significantly reduce costs compared to traditional IVRs.
Since it’s integrated, it also works wonderfully with other essential features like automatic call distribution (ACD).
Here’s how a simple IVR works with the other features of your call center:
- Once a call is received and greeted by the auto-attendant of the ACD, your IVR kicks in and presents the caller with the phone menu.
- The caller interacts with the IVR phone menu. Callers are presented with a series of options. Most IVR systems use dual-tone multi-frequency tones or DTMF tones to interact with your caller, which is just the technical way of saying that it uses the caller’s telephone touch-tone phone keypad. Newer cloud contact centers have also adopted voice response through speech recognition in their IVR features, which allows callers to interact with the system using their own voice.
- As the caller navigates the menu, their query or purpose for calling can be resolved through the IVR self-service process. If not, the call will be sorted into a category by the IVR. THis is the qualification phase, which will then trigger the skills-based routing feature. IVR allows the system to identify the agents that have the skills to handle the caller’s needs. The ACD then routes the call to an available qualified live agent.
What are the benefits of IVR?
Adopting a modern IVR feature into your contact center can bring your business different benefits and advantages.
Here are some of the most common ones:
Leads to better customer service
Nobody likes wasting their time. But that’s exactly what can happen when someone calls a call center. There’s the long waiting time to get a live agent, the extended hold times because the agent isn’t fully equipped to address an issue, and the constant transference to different departments.
Worst would be times when their concern was not resolved after all that.
When designed right, every step in the IVR has a purpose. Either the IVR is able to provide callers with the information they’re looking for or it can determine their needs so that they can be transferred to the right agent the first time.
This increases first contact resolution (FCR) and removes the need for customers to call again.
As a result, customers will feel that choosing your company is not a waste of time and money.
The best systems are extremely customizable, which gives you a lot of opportunities to personalize your IVR interactions with your callers. This includes personalized company greetings that you can continuously change.
When you integrate it with your customer relationship management system, you can also match personal information with the caller’s phone number or account number and the IVR can address them by their name.
There's also the option of programming the IVR menu in several languages so that callers can choose the one they're most comfortable with.
The possibilities are virtually endless.
Toll-Free No Service
A toll-free is a phone number that starts with one of the toll-free codes — 800, 888, 877, 866, 855, 844, or 833. A toll-free number allows the person calling to call the number, in this case, your company, for free of charge. You, as the owner of the number, are billed for both incoming and outgoing calls, which means that all your customers and prospects can call you with inquiries without needing to spend any money.
Benefits of using toll free numbers
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Better brand identity
A toll-free phone number is easy to remember and customers can easily associate this number with your brand. Additionally, by providing 24/7 customer service through a toll free number, your brand will be perceived as caring and customer-centric.
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Enhanced customer experience
With an 1800 business toll free number, customers can call you for free. Moreover, you can use a smart IVR to improve your customers’ experience. This way they are more likely to stay with your business in the long term.
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Measurable marketing
You can use an 1800 toll-free telephone number to track your marketing ROI. When you use these numbers on print and online ads, you can analyze your marketing spends by tracking every call that lands on that number.
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Improved Sales
Billboard and TV advertisements with a toll free number usually get more attention. Since calling a toll free number costs nothing to your prospects, your sales teams can get more prospects to talk to, and hence, your business gets more customers.
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Enhanced Cloud Communication Abilities
Our business toll free number service also includes our Cloud Telephony suite, where you can get better call tracking abilities, agent productivity tracking, call recording service, ability to make/receive unlimited parallel calls on a single number and more.