Interactive Voice Response
Interactive Voice Response (IVR) systems are server based software driven solutions that allow consumers to interact with your organisation. This system uses your existing data to provide answers to the most frequently asked questions (FAQ’s). A consumer calling into the system uses their phone’s key pad to interact with the system. These systems can also be configured to recognise voice commands. The main function is to allow customers to help themselves by using voice prompts as their guide.
For example: “For you current balance, please press 1 now.”
A typical response would be: “The balance on your account is two hundred and fifty Rand and is due on the 29th of November 2023.”
VOIP Call Centre
Voice Over Internet Protocol Call Centre. As mentioned earlier, an IVR should be designed to answer FAQ’s. If it is over engineered it becomes difficult and confusing to use, not to mention frustrating! At some point a consumer may need to speak to a human being and this is where our VOIP call centre is key. Utilising VOIP our solution allows agents to be deployed anywhere in an organisation, even at remote offices without needing dedicated PABX extensions. We use the existing LAN and WAN (network) infrastructure. A customisable Customer Relations Management (CRM) package forms an integral part of the agent Softphone suite.
Voice Logging. All calls transferred to an agent are logged. This allows the call centre manager to actively access and manage the quality of the calls being handled by the agents. Customer and agent complaints can be verified and dealt with. Voice logging is a pre-requisite for all call centres in government and financial institutions.