Setting up an IVR to answer common queries over an automated voice message allows customers to self-serve. It reduces wait times and frustration. Yet inflexible, outdated technology and cumbersome IVR systems make it difficult, costly and lengthy to update and edit as your business needs change.
Cloud-Based Inbound Call Handling
Unifonic Programmable Voice offers a flexible Inbound IVR that enables you to set up a self service hotline on the fly.
Rather than expecting customers to wait for ages to talk to over-stretched service agents, inbound calls can be managed over an automated voice message that guides customers through a selection of options that offers guidance on common queries. An automated outbound call with IVR can be triggered if the wait time is too long or inbound call volumes are too high. The Programmable Voice solution also provides customers with an inbound line to call back if automated voice messages are unanswered. Allowing customers to self-serve, speeds response rates, reduces wait times and frustration, reduces call centre volumes and frees up staff to focus on more high-value conversations.
Easy to Implement and Manage
unifonic Programmable Voice is a cloud-based solution.
It allows staff with basic computer skills to manage automated inbound call handling routines.
IVR solutions can be easily configured, deployed and torn down in just a few clicks. Options can be added, removed or changed without complex coding or engaging expensive call centre consultants.
Secure & Reliable
Rely on unifonic’s solution to handle as many inbound calls as you need.
99.9% availability through Tier 4 cloud infrastructure, locally hosted in KSA
Instantly change IVR options with no coding
Capture dropped calls that exceed wait times on call centre lines.
Manage customer callbacks from unanswered outbound voice messages.
A better customer experience:
Straight To the Answer You Need
Faisal’s WiFi connection was down. He wanted to use his mobile phone as a data hotspot but was struggling to set it up correctly. He called his mobile operator and selected technical support from the options on the recorded message. He then made a couple more selections using his keypad before he got to a recorded message that explained the process. Within a few minutes he could access the internet through his laptop using his mobile connection.The mobile operator had analysed call centre traffic and identified mobile hotspots as one of several frequent questions. Incorporating instructions into recorded messages that can be selected through a menu allows customers to find answers quickly without having to wait for a service agent.
No call is left unanswered
Amal recently bought a microwave oven. She found out online that there was a safety recall and that customers should contact the distributor for information. When she rang the company they had already updated their inbound call management to add an option for people calling about the safety recall.Even so, there was a long wait because of the number of callers and her call wasn’t answered.
A short while later she received an automated voice message apologising for the fact that it had taken so long to answer with a few options she could choose from to confirm why she was calling, and the promise to receive a callback that same day. She thought this was a nice touch that showed the company cared despite the volume of calls.
See for yourself Request a demo
Give your organization the capability to automate key customer interactions and broadcast messages to individuals, thousands or millions of customers with unifonic’s ready-made tools.