What technology is IVR used in call centers?

ivr is the "automatic response" technology for call centers. IVR means "interactive voice response" in Chinese. It is a powerful automatic telephone service system; it is a system that uses pre-recorded or TTS text-to-speech technology to synthesize voice for automatic response, providing a menu navigation for customers. function, mainly used in call center systems.

The operating environment of this tutorial: Windows 7 system, Dell G3 computer.

IVR (Interactive Voice Response) is a powerful automatic telephone service system. It uses pre-recorded or TTS text-to-speech technology to synthesize speech for automatic response. It provides a menu navigation function for customers and is mainly used in call center systems.

Users only need to use the phone to enter the service center. They can listen to mobile entertainment products according to the operation prompts, and can also play relevant information based on the content input by the user.

The main functional features of the IVR system

1), all-weather automation

IVR provides 7 ×24 hours service. Customers can input information to the enterprise host at any time through keystrokes or voice selection, and receive a variety of services by themselves, allowing business representatives to have more time to serve customers with special requirements.

2), Concurrent processing

IVR can handle multiple incoming calls at the same time. Coupled with the automatic processing process when busy, it will greatly reduce the number of customers hearing a busy tone or being on the way. Reduce the probability of abandonment and increase customer satisfaction.

3), Flexibility

The IVR system can run multiple different applications at the same time. For example, it can provide completely independent information to internal personnel or corporate customers at the same time. system applications. When she processes an incoming call, she can automatically select which application system should be launched by asking for some relevant information, such as internal ID, supplier ID, agent ID, etc.

4)., Intelligent

The design of IVR takes care of incoming customers from all aspects. In terms of call distribution, it can be automatically assigned according to the optimal algorithm, or calls can be processed according to user instructions. Before the call is finally transferred to a human agent, find the most appropriate route to transfer the call, that is, find the most appropriate agent to answer the call. Special personnel can be arranged to answer specific customers; important customers will be given priority and their waiting time should be shortened as much as possible.

5), efficient

IVR’s text and speech synthesis technology serves customers with pre-recorded clear and mellow voices. The multi-lingual support of IVR can play voice prompts or consultation information in different languages ​​according to different requirements.

According to the standard functional characteristics that call center IVR itself should have, Xiaolinghu LCall call center system also integrates its own unique IVR functions and more powerful E-IVR into the product, so that customers can conduct calls anytime and anywhere. access, automate information services, and coordinate user operations. It can save a lot of costs, and at the same time, it can also reduce the burden on agents, so that they can only handle calls that really need manual processing, improving service quality.

The IVR function and E-IVR of the Xiaolinghu LCall call center system can be applied to many industries. Customers can call at any time to obtain the information they want, without waiting for work hours or contacting a fixed responsible person. people. Specific applications in various industries are listed:

(1) Bank: account balance inquiry, consumption display, password modification, transfer, etc.

(2) Insurance company: insurance information inquiry, joint compensation information , beneficiary information, ID card application, policy application, health consultation, etc.

(3) Freight express company: information consultation, shipment tracking, arrival date inquiry, arrival location inquiry, etc.

(4) Medical institutions: qualification certification, claims, co-payment information, etc.

(5) Aviation: flight departure/arrival time inquiry, fixed customer information, ticket booking information, intelligent call processing, ticket seat reservation Confirmation, automatic cancellation of route notifications, freight supervision, brochure distribution, etc.

(6) Securities companies: stock telephone trading orders, valuation inquiries, new stock issuance, individual stock reviews, latest market notifications, etc.

(7) Telecommunications: special telecommunications services, promotion information inquiry, fee inquiry, name/address change, business outlet inquiry, etc.

(8) Others: government agencies, outsourcing services, higher education and other government/public utilities For more

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