IVR and IVM voice solutions
Increase productivity, reduce cost to serve and deliver a great self-serve customer experience.
Customer service teams are under constant pressure to deliver and call volumes are higher than ever before. From improving sales and marketing, cementing customer loyalty, increasing efficiency, and cutting costs, our Interactive Voice Response or IVR solution, supports better call experiences and more efficient call centre operations.
Outbound Voice (sometimes called interactive voice messaging or IVM) allows businesses to make pre-recorded outbound calls to their users. When the user receives the call, the pre-recorded message is played and they are asked to press a key or number to proceed to the next step. Typically the next step is either an acknowledgement of the call or involves a transfer to a call centre or IVR.
Why use IVR and IVM?
81%
According to the Harvard Business Review, 81% of all customers (across industries) attempt to take care of issues themselves before reaching out to a live representative.
77%
77% of customers say they view brands more positively if they provide self-service options for customers looking for support. (Vanilla Forums).
Trusted by industry leaders to deliver world class mobile messaging solutions
Business benefits of IVR and IVM
Reduce call wastage
Pre-qualify customers by asking them to confirm their details before transferring them to an expensive call centre agent.
Data capture and payment processing
Our automated service supports light touch and ethical data capture and payment processing (or other transactional process) so users can self-serve, or be transferred when live agent support is required..
Proactively connect with customers everywhere
Take control of engagement with outbound communication. Make it effortless for agents to track customer conversations across multiple channels including SMS, email and WhatsApp.
Voice Broadcasting
Use pre-recorded voice messages to engage your customers and easily create, schedule and send mass calls and voicemails to all contacts at once.
Straightforward set-up
Deploy at speed whether your call centre team are remote or are based in call centres.
Highly customisable
Define and easily customise menus based on key (DTMF) or voice.
Increase engagement
Deliver personalised customer experiences across any digital channel.
Virtual agents
Provide instant answers with self-service chatbots.
A solution that grows with you
Demand forecasting is difficult. Seasonality, one-off promotions and industry peaks can lead to spikes in demand that may exceed resource capacity. IVR and IVM takes the pressure off. Thanks to APIs you can integrate with your existing systems to automate repetitive communication and autoscale and adjust as your business needs change.
Powering your customers
Esendex’s fully customisable IVR and IVM systems lets your customers direct conversations in the way they want, when they want.
See Esendex in action
Discover the full power of our mobile messaging platform.
Request a demo from our expert solutions team now.