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Last updated on 2024年5月30日

Which call center software offers the most robust IVR (Interactive Voice Response) system?

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Navigating the world of call center software can be daunting, especially when you're looking for a system with a robust Interactive Voice Response (IVR). IVR systems are automated telephony menus that interact with callers, gather information, and route calls to the appropriate recipient. A powerful IVR can streamline your call center operations, reduce wait times, and improve customer satisfaction. The best IVR systems are flexible, scalable, and offer a range of features that allow for a customized caller experience. As you consider your options, you'll want to look for an IVR that can handle complex call flows, integrate with your existing infrastructure, and provide reliable analytics to help you optimize performance.

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David Claiborn (He/Him)
Akshay Ojha

Salesforce Business Analyst at VirtuoWhiz Consulting Pvt. Ltd.
Anthony Guanio, MBA, CLSSBB, SCAA

Chief Operating Officer at BPO Sales Group, Technocrat, Mensan and Published Author | ENTJ | ????

1 IVR Basics

Interactive Voice Response (IVR) systems are a cornerstone of efficient call center administration. They allow callers to navigate a phone system and reach the appropriate party by speaking or pressing buttons on their keypad. A robust IVR system should offer customizable scripts, multi-language support, and advanced call routing options. It should also be intuitive for both customers and call center agents to use. When evaluating IVR systems, consider those that provide clear voice prompts and have the capability to handle high call volumes without compromising on performance or customer experience.

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Akshay Ojha

Salesforce Business Analyst at VirtuoWhiz Consulting Pvt. Ltd.
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Having experienced IVR systems from both ends i.e as end user and implementation specialist, I can answer this in a better way. Avaya OneCloud impressed me during my tenure at a global reservations center of a renowned Hospitality chain worldwide with its seamless automation and call routing. Similarly, integrating Talkdesk with Salesforce CRM for a client project proved equally smooth, thanks to its AI-powered IVR solutions. In both cases, the emphasis on reducing manual entries and streamlining call updates made the experience hassle-free and enhanced customer interactions. Overall, both Avaya OneCloud and Talkdesk stood out as exceptional solutions with stellar customer support.

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Anthony Guanio, MBA, CLSSBB, SCAA

Chief Operating Officer at BPO Sales Group, Technocrat, Mensan and Published Author | ENTJ | ????
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This topic is designed to break the Internet lol In my Experience these are worth taking a look at; Genesys Cloud Twilio Flex Five9 Avaya OneCloud CCaaS Cisco Contact Center Zendesk Talk These help, but at the end of the day Its how its used.

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José Soler Martinez

CIO - Transformación Digital - Gerente Operaciones en sector Financiero, Telefonía Móvil, Retail, Cías. de Seguros y Educación Pública.
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La plataforma GENESYS es una excelente solución para implementación de IVR, para generar árboles de decisión de llamados para auto atención o para derivar los llamados a las plataformas de un Call Center. Importante antes de elegir un IRV, fijarse en el tama?o de la empresa, cantidad de llamados que se reciben, áreas involucradas que necesitan mejorar su calidad del servicio por medio de atenciones telefónicas.

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M?nica Sandra Rojo Cortes

Analista de atendimento ao cliente · Assistente administrativo · Consultor de CRM · Tradutor de espanhol · Agente de call center
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és "Net2phone", és una solución en nube para contac-center > Todas las interacciones con tus clientes a través de diferentes canales, concentradas en una única plataforma. Totalmente personalizable y adaptable a las necesidades de su negocio, maximizando la productividad y la satisfacción de los empleados. Accede estés donde estés, completamente en la nube. Tiempos de respuesta y resolución aún más rápidos.

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Yama jan Safi

Communication expert English reporter and editor, Directorate of information & Public relation Spokespersons Office
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IPCC. Huawei Japan the best Call center application, exceptional developed customer friendly Easy to navigate to Short waiting time for customer to connect to an agent. voice clearness quality live scoring Stratification Rate Call flow. Call traffic Disturbing call repeated more than 3.

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2 Key Features

The most robust IVR systems come equipped with a suite of key features designed to enhance both customer experience and call center efficiency. Look for systems that offer speech recognition, as this allows for a more natural interaction with callers. Dynamic call flow capabilities are also crucial, enabling the IVR to adapt to varied customer responses and direct calls appropriately. Additionally, consider IVRs that can integrate with Customer Relationship Management (CRM) systems, as this integration can provide agents with caller information, streamlining the process and personalizing the customer's experience.

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José Soler Martinez

CIO - Transformación Digital - Gerente Operaciones en sector Financiero, Telefonía Móvil, Retail, Cías. de Seguros y Educación Pública.
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Importante que la plataforma de IVR tengo lo siguiente: 1.- De manera gráfica hacer los árboles de decisión para el enrutamiento de las llamadas. 2.- Creación de los menús y submenús. 3.- Creación de los textos. 4.- Lectura de textos y entrega por voz. 5.- Interacción con bases de datos de clientes para el caso que se quiera segmentar y dar atenciones diferenciadas de derive a diferentes secciones de un Call Center, por ejemplo por el valor del cliente y tipo de solicitud.

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3 Customization Options

Customization is vital when it comes to IVR systems. You want an IVR that can be tailored to the specific needs of your business and customers. The most robust options will offer extensive customization, allowing you to create unique call flows, personalized greetings, and situation-specific options. This level of customization not only improves the caller experience but can also help in managing call volume by directing callers to the right information or department quickly and efficiently.

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José Soler Martinez

CIO - Transformación Digital - Gerente Operaciones en sector Financiero, Telefonía Móvil, Retail, Cías. de Seguros y Educación Pública.
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Es muy importante la personalización que se pueda dar en la llamada, desde cuando un cliente ingresa su rut en el sistema telefónico conectado a un IVR, su clave telefónica para autenticarse , y finalmente llegue la llamada al Call Center , el ejecutivo telefónico en su sistema de CRM pueda darle la bienvenida llamándolo por el nombre. Otro aspecto de personalización es que cuando el cliente esté interactuando por medio de un IVR, se le informe por medio de una grabación el nombre de la empresa que lo esta atendiendo.

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Rafael B.

Head em Customer & Employee Experience
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Scripts Personalizados: Permite a cria??o de scripts de URA personalizados para diferentes cenários e fluxos de chamadas. Menus Dinamicos: Ajusta automaticamente os menus de voz com base em dados contextuais e históricos dos chamadores. Configura??o Flexível: Oferece uma interface intuitiva para ajustar rapidamente as configura??es de URA conforme necessário.

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4 Scalability Concerns

As your business grows, your IVR system should be able to grow with it. Scalability is an important consideration when choosing an IVR system. A robust system will have the capacity to increase its call handling capabilities as your call volume grows. This means not just adding more lines, but also ensuring that the system remains stable and maintains performance under increased load. Additionally, it should be easy to update and expand the IVR menu options as your company offers new services or changes its organizational structure.

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José Soler Martinez

CIO - Transformación Digital - Gerente Operaciones en sector Financiero, Telefonía Móvil, Retail, Cías. de Seguros y Educación Pública.
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Otro aspecto importante de considerar para una plataforma de IVR es la escalabilidad, a medida que vaya aumentando la cantidad de llamados , se pueda aumentar las lineas de acceso Inbound como también para las de Outbound. Los canales de comunicación que pueda administrar el software del IVR es fundamental como también el poder incorporar más memoria RAM, más CPU′S y memoria en discos.

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Rafael B.

Head em Customer & Employee Experience
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Capacidade de Manipula??o: Deve suportar um grande volume de chamadas simultaneas sem degrada??o de performance. Crescimento Modular: Possibilidade de adicionar mais linhas ou funcionalidades conforme a empresa cresce. Alta Disponibilidade: Infraestrutura robusta que garante tempo de atividade constante e recupera??o rápida em caso de falhas.

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5 Analytics and Reporting

Analytics and reporting are critical for understanding how well your IVR system is performing. The most robust systems provide detailed reports on call patterns, wait times, resolution rates, and customer satisfaction levels. This data is invaluable for making informed decisions about call center operations and for pinpointing areas where the IVR can be improved. When choosing an IVR system, ensure it has comprehensive analytics capabilities that allow you to track its effectiveness and the overall customer journey.

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José Soler Martinez

CIO - Transformación Digital - Gerente Operaciones en sector Financiero, Telefonía Móvil, Retail, Cías. de Seguros y Educación Pública.
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Importante mencionar que el sistema de IVR debe tener variados informes para poder mantener una buena performance del servicio ofrecido, me refiero a la cantidad de llamados recibidos por hora, minutos de duración de llamados en que interactúan las personas, niveles de servicio, porcentajes de llamados atendidos, porcentajes de llamados abandonados, cantidad de llamados atendidos por las opciones de los árboles de navegación con la finalidad de no tener pérdidas de llamados. Todos estos reportes ayudan a manager para realizar las inversiones necesarias para mantener un buen servicio.

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Rafael B.

Head em Customer & Employee Experience
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Relatórios em Tempo Real: Fornece dados atualizados sobre o desempenho da URA, como tempos de espera e taxas de abandono. Análise de Chamadas: Avalia a eficácia dos menus de URA e identifica pontos de frustra??o do cliente. Relatórios Personalizáveis: Permite a cria??o de relatórios personalizados para atender às necessidades específicas de análise da empresa.

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6 Vendor Support

Finally, consider the level of support offered by the vendor of the IVR system. Robust systems are supported by knowledgeable and responsive customer service teams. You want a vendor that provides training for your staff, offers assistance with initial setup and customization, and is available to help resolve any issues that may arise. Reliable vendor support can make a significant difference in how smoothly your IVR system operates and how quickly you can address any challenges.

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Md Ziaur Rahman

Strategic Content Architect Driving Digital Success: Elevating Brands Through Creative Excellence and Data-Driven Engagement!
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It is very crucial to get after sales support from the vendor to mitigate any issues that might be faced while running the IVR system. The vendor providing training for the staff can be really useful to bring everyone onboard. Hence, picking a vendor who provides full vendor support is crucial.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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David Claiborn (He/Him)
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To me the answer is different depending on what you want. 1. Do I want inbound and outbound voice? 2. Do I need speech? 3. Do I want to include the messaging channels in the interactions? 4. Will we use natural language or multi-slot recognition? 5. Will I use TTS for audio?

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Taha Ather

Head of Operations | Resource Planning (WFM), Inbound Sales, Outbound Sales, Customer Experience
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Some of the strong contenders are known for their robust IVR features: CloudTalk, Five9 and Genesys but before deciding, consider your specific needs such as Company size, Desired level of customization, Budget and most importantly AI integration.

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Which call center software offers the most robust IVR (Interactive Voice Response) system?

1

2

3

4

5

6

7

1 IVR Basics

2 Key Features

3 Customization Options

4 Scalability Concerns

5 Analytics and Reporting

6 Vendor Support

7 Here’s what else to consider

Call Center Administration

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Which call center software offers the most robust IVR (Interactive Voice Response) system?

1

2

3

4

5

6

7

1 IVR Basics

2 Key Features

3 Customization Options

4 Scalability Concerns

5 Analytics and Reporting

6 Vendor Support

7 Here’s what else to consider

Call Center Administration

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