Interactive Voice Response (IVR) is a phone system that uses automated technology to allow incoming callers to access information through a voice response system. IVR systems can utilise a series of pre-recorded messages to answer common questions, reducing the need for a caller to speak to an agent.
IVR allows a caller to navigate through information using menu options that are accessed by a telephone keypad or speech recognition. When a caller selects the applicable option using these methods, they are routed to a specific department or specialist.
IVR manages inbound calls by collecting information and transferring the user through the relevant flow.
Provides Scalability – IVR allows call centres to manage the number of inbound calls. This allows resources to be used more efficiently as the IVR system filters out calls which do not require a human to respond.
Additional Payment Channels – Merchants can accept payments over the phone using an IVR system. Customers can input their payment details using their phones’ keypad, allowing details to be kept secure and PCI Compliant.
Increased Credibility – IVR systems provide a consistent and friendly response to customers’ calls. It conveys an organised and professional brand which customers are far more likely to trust.
Self-Service Option – Customers can troubleshoot and find solutions when there isn’t an agent available to take their call; providing the customer with the option to solve simple questions 24 hours, 7 days a week.
To learn how Cardstream can help take your Merchants to the next level by offering IVR capabilities, contact us.
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