IVR Transcription
A well-scripted IVR (Interactive Voice Response)
Interactive Voice Response
A well-scripted IVR (Interactive Voice Response) system can provide significant benefits to your customers by offering services around the clock, 24/7, including holidays, saving a business time and resources. It can also provide new services that could never have been cost justified if using real people; it can assist in handling high call volumes; and enables customers to handle their own simple operations over the phone, such as track shipping, verify specific account or billing information, sales, customer complaints or make reservations. Apart from benefiting customers, the VCloud Interactive IVR provides benefits to a business by helping to manage (and sometimes alleviate) the cost of agents spending several minutes serving customers in person during the day, or manning the phones 24 hours a day to serve only a few calls overnight and on weekends.
Remove & Automate your Simple Repetitive Calls
A key benefit of VCloud’s IVR is to remove and automate the simple repetitive calls, allowing agents to handle the more interesting, varied and complex calls. Very often some of the simplest calls are also some of the most frequent and can take up a large portion of the agent’s time over the day. VCloud meets these needs by providing your customers with a simple prompting system to enter the information necessary that can then be sent to your call center agents via email or VCloud API. We can even assign your organization a new Local or Toll-Free number that flows directly to the IVR. VCloud can also arrange effective scripts and have them professionally recorded. The prompts can be arranged in any order and ask any number of questions required by your organization. This information can be sent directly to your Customer Service and/or Sales agents in this format or configured to auto-fill a form within your internal client management tool. Contact Us today to discuss how we can assist with your organization’s needs.
International Hotel Chain Customer Service Example:

Prompts:

  1. Name
  2. Confirmation Code or Property Name
  3. Contact Number
  4. Email Address
  5. Dates Stayed
  6. Brief Summary of the Issue

The text or email delivered to your agents or application will look similar to this:

 

John Smith | 3678913 | 212-555-1212 | jsmith@gmail.com | May 31-June 5 | I need a copy of my bill sent via email.

Example 2: Nationwide Clothing Chain Order Calls Example:

Prompts:

  1. Name
  2. Item Number and/or Description
  3. Contact Number
  4. Delivery Address
  5. Billing Address
  6. Email Address
  7. Brief Summary of the Issue

The text or email to your agents or application will look like this

 

John Smith | TR25-1Z | 212-555-1212 | 123 Main St. Chicago, IL 60000 | 456 Oak Dr. Los Angeles, CA 90001 | jsmith@gmail.com | Are these pants available in blue or green?

Nationwide Flower & Gift Delivery – Complaint Calls Example:

Prompts:

  1. Name
  2. Order Number/Confirmation Code
  3. Contact Number
  4. Email Address
  5. Brief Summary of the Issue

The text or email to your agents or application will look like this:

 

John Smith | 3678913 | 212-555-1212 | jsmith@gmail.com | Flowers and chocolates not delivered and I need status.

Nationwide Flower & Gift Delivery Automated Ordering Example:

Prompts:

  1. Name
  2. tem Number and/or Description
  3. Event
  4. Contact Number
  5. Delivery Address
  6. Billing Address
  7. Email Address
  8. Brief Comments or Special Requests

The text or email to your agents or application will look like this:

 

John Smith | F492 – 1 Dozen Long Stem Mixed Roses | Anniversary | 212-555-1212 | 123 Main St. Chicago, IL 60000 | 456 Oak Dr. Los Angeles, CA 90001 | jsmith@gmail.com | Can I add balloons and chocolate to this order? The flowers need to be delivered during office hours.

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