Phone Services

Interactive Voice Response

 

IVR stands for Interactive Voice Response and is a system used to partially or fully automate your incoming calls. It is a lot more sophisticated than an auto attendant with which it is often confused. An auto attendant allows callers to be transferred to a specific line without the intervention of a human operator whereas the IVR system uses speech recognition and detects voice as well as dual-tone multi-frequency signalling (DTMF) keypad inputs. IVR systems intelligently interact with callers, gathering information and then routing them to the appropriate line.

 

Tpad offers bespoke IVR systems that will instantly benefit your company. Rather than using an outdated auto-attendant, an IVR system will allow you to answer 100% of your calls, meaning that your customers are kept happy and your business remains booming.

As well as offering a world-class IVR solution, Tpad can also organise professional voicing and scripting, bespoke menu options and all the rest of the little details. For more information on how an IVR system could benefit your business, simply give us a call today.

 

Features of IVR

An IVR system can come with business-specific features, however, the general features are as follows:

• IVR systems route calls to the appropriate department or person based on tones entered through the caller's keypad (known as DTMF) or through speech recognition.
• IVR systems offer the identification and authentication of the caller prior to passing the caller on to an agent (allows it to bring up the automatic records and account information of the caller ready for the agent).
• IVR segments and differentiates callers depending on the relationship the caller has with your business, this allows premium call handling.
• Studies indicate that due to recent advancements in IVR, businesses with an IVR system can actually increase customer loyalty, customer satisfaction, customer retention and call speeds.

Benefits of IVR

IVR systems were once regarded with mistrust and annoyance. However, in the past few years IVR has come along in leaps and bounds until now, it makes good business sense to have an IVR system in place. Here's why:

• Companies can integrate their databases into an IVR application, enabling callers to fully automate the contact process.
• IVR can fully link into CTI (Computer Telephony Integration) to allow for full cross platform integration which makes the company more efficient.
• An IVR system uses DTMF input as well as voice recognition, interacting intelligently with the customer and making the process stress-free and efficient.

Inbound services

By definition, non geographic numbers do not correspond to a specific geographic location. The owner of the number can target the non geographic number to any existing landline or mobile telephone number.

The principal benefit of a non geographic number is that it is allocated and managed by the company receiving calls, so that calls can be routed intelligently to a location with the necessary resources to process those calls effectively helping you manage out of hours or busy periods with scheduled call routing and divert options together with call queuing facilities and optional automated attendant announcements.

Calls can be routed dynamically to different destinations according to the time of day, day of week and date. Calls may also be routed more intelligently by using features such as the caller's location, the nature of the call or by the volume of calls received.

The fact that non geographic numbers are virtual and completely portable, also means that if a business needs to relocate, or for continuation of business in the event of fire, flood, etc. the published number can be transferred seamlessly from one number to another, without loss of service.

In addition, if a company advertises its products or services through various channels (e.g. press, Web, mailshots, etc), by channeling responses through a range of numbers, it can assess the effectiveness of each of its marketing campaigns by the use of call statistics.

0800 freephone non geographic numbers will enhance your company image and increase the response to sales and marketing campaigns.

0845/0844 non geographic numbers can be used to give your business a local presence giving your customers peace of mind.

It is now possible to have geographic-non geographic numbers whereby traditional geographic numbers such as 01xx/02xx numbers can also be intelligently routed to any existing landline or mobile telephone number rather than being tied to a particular exchange.

Our inbound telephony services provide online access to a range of easy-to-use call routing, monitoring and managing tools for both geographic and non-geographic numbers.