IVR
Interactive Voice Response technologies increasingly form the gateways to large organisations. They have a critical role to play in the shaping of the customer experience and the management of customer relationships.
Redwood IVR solutions are backed by layers of intelligence that allow extensive flexibility in the design and deployment of IVR sequences and content. The open architecture of Redwood platforms allows the full integration of other specialist solutions, such as speech recognition or secure automated payment, with IVR call flows. Through this integration, many routine contact centre processes can be entirely automated, while still retaining a sense of personal engagement for the caller.
Contact centres are becoming multi-channel sources of service and information, where SMS, web chat, email and IVR are as acceptable as speaking to an agent. In many instances, customers are increasingly recognising that automated systems can actually get them faster to the services they need than talking to an agent.
An IVR call flow set up with RedResponse, Redwood’s template-based user interface, can take recordings, route callers to other services such as audioconferences, or use customer identification to complete a payment transaction. IVR systems can be used for mass calling (such as TV competitions), automated telephone banking, customer satisfaction or opinion surveys and credit card transactions.
For a successful IVR deployment of this kind, getting the vectoring, the voice and the content right is crucial. An effective IVR solution can even serve as a positive differentiator, demonstrating a commitment to service and customer need that less user-friendly systems do not convey. Redwood’s experienced consultants and project managers will work with you to design solutions that get the best from the technology and deliver the service and the caller experience you need.
