IVR

Enhancing Customer Service with IVR in the Comexcel Cloud Service

Our intuitive Interactive Voice Response (IVR) system seamlessly greets your customers and routes calls efficiently using natural language processing. It's a breeze to set up customized menus and options in our user-friendly portal to direct customers where they need to go, 24/7. Want to offer more self-service options or gather feedback? No problem - IVR makes it happen, without investing in extra staff. And with our cloud-based IVR, there's no hardware to maintain.

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Benefits of IVR

Customer self-service

Callers can get answers to common questions or access account information 24/7 without waiting for an agent. This increases customer satisfaction.

Call routing

IVR allows calls to be intelligently routed to the correct department or agent based on the caller's menu selections. This gets callers to the right agent faster.

Load balancing

During high call volumes, IVR can route calls evenly across support teams. This prevents agent overload.

Data collection

Caller selections in the IVR menus allow businesses to gather useful data about why customers are calling. This data can inform better customer service.

Cost savings

Automated self-service interactions in IVR reduce the need for live agents, leading to lower operational costs.

Scalability

Cloud-based IVR systems scale quickly to handle call spikes, avoiding long wait times. Comexcel Cloud's IVR seamlessly expands as your call volumes grow.

Frequently Asked Questions about Interactive Voice Response (IVR)

IVR stands for Interactive Voice Response. It is an automated phone system that interacts with callers, gathers information, and routes calls to the appropriate recipient based on caller responses

The Comexcel Cloud IVR system answers multiple inbound calls simultaneously. It presents callers with audio menus and prompts to gather information using their phone keypad or voice input. Based on predefined rules, it then routes calls to the appropriate extension or queues.

Key benefits of the Comexcel Cloud IVR system include:

Handles high call volumes and routes calls 24/7 without human agents
Reduces cost by automating routine calls
Provides flexibility to tailor the call flow to match business needs
Routes calls quickly to correct departments or agents based on caller input
Gathers and reports caller data to analyze call info

Yes, the Comexcel Cloud IVR seamlessly integrates with popular business systems like CRM software, helpdesk tools, payment processors and more. This allows capturing caller data directly into these systems.

Yes, the IVR from Comexcel Cloud utilizes natural language speech recognition so callers can speak their responses or keywords instead of entering them via keypad. This improves customer experience.

The IVR tool provides an easy drag-and-drop interface to set up, modify or enhance call flows without technical help. No prior IVR experience is necessary. Customized prompts can be recorded in-house to match caller requirements.

Yes, Comexcel provides full onboarding, training and ongoing administration for the IVR system. Their team helps configure the call flows to meet unique needs and provides continued support 24/7.

Track all unreturned calls and texts in a single click

With our proprietary filter technology, when you access your list of missed calls from your CRM, with a click, you can see the purpose of the prospect’s or client’s call and take fast, appropriate action with a callback or immediate text!

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