VATRIX Speech Recognition IVR
Speech Recognition IVR (interactive voice response) is an automatic call answering system that greatly benefits any call center. VATRIX’s IVR technology will elevate your customer connections and overall business productivity by using smart routing and quick automated menus to help customers get correct answers to inquiries quickly.
Interactive Voice Response Overview
IVR is a business phone system that uses customers’ choices via a menu to better organize and facilitate inquiries. If the customer inquiry is simple enough, it can be handled without the use of a call agent. If an agent is required, the caller’s specific need will be met by an agent who is qualified and knowledgeable on the subject.
An example of IVR would be if you call a bank or department store and an automated greeting plays upon answering. The IVR is the backbone of the menu that asks you to choose between “press 1 for information on your account” and so on.
Many Benefits of IVR
Improve Customer Service
Speech Recognition IVR minimizes wait times to maximize productivity. It is also extremely and easily customizable, enabling your business to make it exactly how you want it.
Include Professional Branding
A good IVR system, such as VATRIX, will elevate your business and project the professional image that you are seeking. You will be getting the latest in IVR technology for a great price.
Help Your Agents
IVR does not replace call agents; it enhances them. The menu system allows call agents to handle calls that they are qualified to handle while calls of higher volume (including simple queries that can be resolved quickly) are handled automatically. When agents have more time to focus on complex calls on which they are experts, overall performance is boosted.
Available Around the Clock
After you set up your IVR, it will be able to handle calls 24 hours a day, 7 days a week.
VATRIX AI never sleeps! Your customers will always get a response no matter when they call.
Why Use IVR?
Businesses use IVR to direct and facilitate calls, especially for call centers that receive a high volume of calls. IVR can also be used to automatically inform callers of legal disclaimers or call recordings.
Advanced IVR systems can also:
- Check account balances/information
- Change passwords/PINs
- Complete surveys
- Make payments/transfer money
Technology Behind the IVR
IVR technology of the past was much more convoluted than it is today. Modern cloud-based solutions, like VATRIX, are much simpler (and cheaper as a result) than traditional IVR.
The IVR process can be summarized as follows:
- Call is received and the automatic call distribution (ACD) gives the caller your customized phone menu
- Caller uses phone menu or speech recognition to navigate to their answer/eventual goal. Vatrix utilizes speech recognition software to allow callers to use their own voice when calling and navigating menus to also ensure accessibility.
- If the inquiry can be solved via self-service, it happens now. If not, the menu directs the call to a qualified call agent.
Know the Menu
The IVR menu acts like a multi-layered tree that branches out to the specific answer the caller is searching for. For example, selecting one number from the menu then leads to three possible options, then one of these three options is chosen, forming a three-level, multi-faceted tree.
For the customer, and therefore for the business, simplicity and efficiency is always best. The IVR offered by VATRIX is customizable and it is recommended to keep it simple and straightforward to boost customer morale.
Vatrix IVR setup is very easy and requires no programming or coding knowledge. Your business can design every part of the menu and automated greeting to keep branding consistent and clear.
Boost the Customer Experience With VATRIX Speech Recognition IVR
Customer service is integral to your business. Happy customers usually stay loyal, and loyal customers mean profitability for your business. Optimize your customer service experience with VATRIX IVR.
Self-Service
Although an expert’s assistance can often prove most useful, some customers simply want to handle it themselves. VATRIX IVR’s self-service functionality lets them take matters into their own hands without waiting for a call agent.
Call Routing
Call agents are only tasked with the calls they can handle with knowledge and expertise. This benefits everyone from the customer to the call agent to your business. This, in turn, drives overall productivity and profitability.
Speech Recognition
Speech recognition is not only a useful feature, but also crucial for accessibility. All customers, no matter their capabilities, should be able to feel comfortable and confident when looking for an answer or a product.
Customized Hours
Many businesses operate their IVR differently in business hours when compared to outside of business hours. Maintain professionalism by customizing your business hours. You can change automated greetings and the phone menu.
Frequently asked questions
I want to disable the “your call is being transferred” prompt. Can I?
Yes, it can be disabled. Create a support ticket for it and include a link of the prompt’s call trace.
How can international calls be enabled?
International dialing is disabled automatically so in order to turn on the feature, a support ticket with stated request must be submitted.
What is SIP ALG and should it be on or off?
The vast majority of the time, SIP ALG (Application Layer Gateway) should be turned off. It is a private-to-public IP address conversion tool that is a bit outdated. It was created when there was not a useful NAT solution for hosted PBX systems. Vatrix’s system prefers private IP addresses over public IP addresses.