An IVR (Interactive Voice Response) system is an automated customer service solution that uses pre-recorded responses to meet caller needs – perfect for your Inbound Call Center. When well-designed, IVR can save considerable time and money — for both you and your customers.
TCN is your IT department “In the Cloud” for all your IVR needs, which means no expensive hardware, closets full of hardware, and no new staff. That’s big savings — and cost is only one of the multiple benefits of the TCN Cloud-based Interactive Voice Response System.
Unlike In-House IVRs, TCN Offers
- Expertly routed calls to skilled agents and immediately routed pass-through calls to blended agents when relevant
- No limitation of lines
- No additional costs for unused dialer licenses
- Untouched dialer capacity
- Diversified functionality with voice, script, and complicated layered messages
- Revolutionary “Data Dip” on outbound and inbound calls
- Free call recording included
- Real-time operational statistics and reporting provided
TCN’s blended IVR capabilities allow for simple or sophisticated design. These capabilities enable you to handle each call using customized voice recordings, menu selection, and routing options to appropriately skilled agents or immediate pass-through to an agent. This is accomplished using intuitive templates and call flow wizards delivering quick configuration of IVR scripts that can be put into production within minutes.
The Advantages and Features are Limitless
- Escalation-based routing
- Customer IVR navigation data can be viewed from the Agent Gateway
- Direct customers to an auto-payment IVR that is entirely self-serve
- Free call recording with interrupt during sensitive personal information
- Port existing numbers
- Real-time operational statistics and reporting agent efficiencies
- Free 24/7-365 support
Decision Blocking with Multiple Inputs
- Time of Day, Phone Number, and last Dial Attempt
- Record Data information
- DTMF Input from the Caller
- Agent Availability
- “Data Dip” information
The Bottom Line
IVR is an efficient and cost-effective use of your most valuable resource – your employees. Hands down, TCN’s contact center software solution provides the simplest to use and most full-featured IVR system in the industry.