UCaaS – Best Practices for IVR Systems
It shouldn’t be surprising that most customers are not big fans of interactive voice response (IVR) systems. One of the more challenging aspects they hate is having to enter an endless series of prompts, leaving them wondering if they will ever get connected to the right department or a live agent to a problem resolved.
Therefore, it’s not a big shock that many customers are not happy with their IVR services. According to online IVR reviews, more than 80% of consumers said that their IVR services where either a cost-savings for the AI platforms that deploy themes or didn’t see any benefit at all; however, they didn’t use the right UCaaS.
BCM One is an experienced and highly respected managed solution provider and advisor to IT leaders nationwide. BCM One’s niche is working with mid-sized, multi-site organizations.(4 / 5 based on 25 ratings)
Kumo specializes in cloud computing solutions that unify communications and simplifies technology by elevating businesses with the cloud.(4.1 / 5 based on 42 ratings)
Vonage Business Communications is a unified communications platform with the ability to seamlessly connect employees via voice, messaging, and video virtually anywhere around the globe.(4 / 5 based on 31 ratings)
8×8, Inc. is a leading Software-as-a-Service provider of voice, video, chat, contact center and enterprise-class API solutions powered by one global cloud communications platform.(3.3 / 5 based on 98 ratings)
GoToConnect offers what your business needs to run completely virtually – from cloud-based business phones (VoIP), to video conferencing, text and chat.(3.9 / 5 based on 80 ratings)
RingCentral empowers today’s mobile and distributed workforces to be connected anywhere and on any device through voice, video, team messaging, collaboration, SMS, conferencing, online meetings, contact center, and fax.(2 / 5 based on 114 ratings)
PanTerra is The Communications-Enabled Everything Cloud Provider, offering the only all-in-one, customizable, HIPAA/HITECH secure, communications cloud solution.
(5 / 5 based on 91 Reviews)
3CX is the developer of an open standards communications solution which innovates business connectivity and collaboration, and replaces proprietary PBXs.(3.2 / 5 based on 41 ratings)
3 Best Uses for Practical AI Platforms
When it comes to practical uses and the best uses for practical AI platforms, you can get the best information at UCaaS Review. We provide the best providers for IVR services and AI platforms with comprehensive information about each VoIP service provider and offer free assistance simply by contacting our support team.
Here are the three best uses for practical AI platforms available at UCaaS:
- Available for Any Business: Your company size or budget shouldn’t limit you from getting the most out of your AI solutions. With that said, AI platforms shouldn’t require a large technical department. Rather, it should be able to integrate into your current infrastructure easily and without costing you a fortune.
- Constantly Improves Your Business: With AI platforms available at UCaaS, your business can get AI solutions that are customizable and constantly improve your AI solutions, making them evolve and become smarter and learn new commands. Additionally, AI platforms can also handle changes and be updated.
- Enhanced Business Endeavors: AI platforms enhance your business outcomes and establish a better customer experience for return business. Repeat customers is also a key component for long-term business endeavors and promotes company growth with a stronger customer base that businesses can depend on for their company’s success.
Implementing AI platforms into your existing communications is made easy when you have the right VoIP service provider at UCaaS Review.
QUICK LOOK: TOP 5 SIP IVR SYSTEM PROVIDERS
BCM One is an experienced and highly respected managed solution provider and advisor to IT leaders nationwide.
(4 / 5 based on 25 ratings)
Kumo specializes in cloud computing solutions that unify communications and simplifies technology by elevating businesses with the cloud.
(4.1 / 5 based on 42 ratings)
A unified communications platform seamlessly connecting employees via voice, messaging, and video around the globe.
(4 / 5 based on 554 ratings)
Voice, video, chat, and contact center powered by one global cloud communications platform
(3.3 / 5 based on 98 ratings)
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10 Best Practices for Effective IVR Systems
1. Mapping Out Your IVR Services
Before creating a call flow for IVR services, you should consider the needs for the IVR system itself. Graphic design software can help map out a plan but creating your IVR-tree on paper with a pencil works just fine too. It will help you visualize the IVR call routing plan, extended pauses for callers, and design an efficient call flow.
2. Keep it Short & Simple
Keep it Short & Simple or (KISS) is a great design concept the works well for IVR menus with messages. For example, long messages tend to test the customer’s patience because they simply want a live agent to solve their problem. While web browser visual IVR systems are good, IVR menus for phones should be shorter.
3. Includes Call Back Options
In some cases, callers don’t have all day to wait for the next available live agent and prefer a call back; therefore, IVR services with call back options provide the callers with options that best suit their time frames and busy schedules. Long hold times can cost your company a valuable customer and the best IVR systems prevent that tradigy.
4. Records Caller Inputs & Data
When customers call your business, an IVR system generally asks them questions to direct them to the right extension or department with input numbers and data such as telephone or account numbers to properly connect them. Having AI platforms that records the caller’s information saves time and reduces the customer’s frustration.
5. Minimize Hold Times
Much like the same IVR services that records the caller’s inputs and data, IVR systems can minimize the amount of time that caller’s are on hold. One way to improve the silence is to offer you customers a variety of pleasing music. Additionally, you can include a variety of messages that keep their interest and make the experience more pleasing.
6. Speak Directly to the Operator
Although all customers want to speak to a live agent as soon as possible, your IVR menu should provide your callers with the opportunity to utilize the self-service options. While your IVR system may work as designed, some callers do not understand the prompts and are better off speaking to a live agent.
IVR services with the proper set up can connect your customers to speak directly to an operator. It enables people like senior citizens or others who are not that technical savvy an easier way to get connected to the right department or representative.
7. Spoken & Keypad Options
Most IVR systems allow callers to respond with a voice command; however, some customers may have a dialect or accent the system doesn’t recognize. Having an IVR menu that provides options for your callers to enter number commands, ensures your customers always reach the right endpoint.
8. Place IVR Menu Options
9. Use Caller Surveys
10. Review System Analytics
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The Bottom Line for IVR Systems
At the end of the day, you want your IVR system to work for you and your customers. Finding the right IVR system that fits your company’s budget and meets the demands of your customers is always a keystone in providing the best caller experience and returning customers.