Telephony Systems & IVR Platforms

“67% of inbound interactions in the UK were to live agent supported telephony channels. This shows that the telephony channel must be strongly invested in … into the foreseeable future.”

Contact Babel Decision-Makers Guide 2019/20

Customer Touch Point Telephony & IVR Solutions

Telephony Systems & IVR Platforms

“67% of inbound interactions in the UK were to live agent supported telephony channels. This shows that the telephony channel must be strongly invested in … into the foreseeable future.”

Contact Babel Decision-Makers Guide 2019/20

Customer Touch Point Telephony & IVR Solutions

Telephony Systems & IVR Design On Any Platform

PBX

Voip PBX

Hosted PBX

Get the most value out of your current phone system

A relatively small improvement to your telephony systems & IVR design can generate huge cost savings in your contact centre function, whilst improvements to self-serve technology can reduce effort and improve the customer experience – ensuring customers come back to you time and time again.

 

Improve Experience & Efficiency

Customers call you because their enquiry is complex, emotional or urgent. Our designs will deliver a branded experience which reduces customer effort and increase right first time routing and CSAT / NPS scores.

 

Increase Telephone Self Serve

By increasing telephone self serve acceptance for transactional enquiries, through engaging touch tone or natural language IVR journeys, you will reduce costs and queue times, improve experiences and free up time for agents to deal with more complex enquiries.

 

Reduce Cost To Serve Via Channel Shift

Many organisations now have a digital first strategy but customers like the re-assurance of a phone call. The art of generating significant, sustainable channel shift is to link your telephony to your digital offering in the right journeys and it will become the natural thing for customers to do.

 

Amazing Telephony Analytics, Real time performance Reports

With real time analytics through the supervisor dash, see everything as it happens.  Run reports on the fly or schedule them as and when they’re required.

Get a view of what’s happening  drill down to what’s working and what’s not.

  • Reduce average handling time
  • Lower the cost of service
  • Achieve greater levels of telephony self-service
  • Improve right-first-time routing
  • Experience fewer call transfers

Suitable for all businesses

Giving everyone access to a secure, stable and powerful telephony platform.

 

Omnichannel

Connect each of your touchpoints giving you a single view of customer comms

Enhanced Security

Securely sync data. Get enhanced data security and protection.

Built For Scale

Set up multiple teams. Add multiple lines and channels. We expand as you grow.

Standard Metrics​

Access, in real time to all standard metrics such as: AHT, Transfers, Queues etc

We strive to make our clients happy

so, let's be happy together

£ 0 K
Financial Services monthly sales increase on an insurance sales & marketing line

We strive to make our clients happy

so, let's be happy together

£ 0 K
Financial Services monthly sales increase on an insurance sales & marketing line

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IVR stands for interactive voice response. This is slightly misleading because traditional touch tone IVR (or DTMF if you want to be technical) doesn’t actually interact with your voice. You interact by pushing buttons on the keypad in response to options provided. IVR has traditionally been used to triage calls and help you direct the call to the right team in the contact centre.

IVR containment rate refers to a measurement used in contact centres. Specifically, it measures how many calls, as a percentage, are managed within the automated IVR process without a live agent becoming involved. In other words, it measures how successful a company’s IVR system is at enabling a customer to complete a transaction without talking to a human being. It also assesses how well the system is at reducing call volumes.

Customers don’t dislike IVR itself, they just don’t like IVR that has been poorly designed or that has been put in place to act as a barrier. Well designed IVRs will add value to the customer and the business when they are hardly noticeable (the biggest compliment you can give it).  This applies to both traditional touch tone IVR (DTMF) and newer speech recognition or natural language systems.

Think about making the IVR design as low effort as possible for your customers and only ask necessary (and a small number of) questions to find out what you need to know to route the call the right place.

Yes IVR can help to reduce customer experience operating costs. Every call that reaches the right place first time, with no transfer required is lower cost than a misdirected call that takes time, increases call agent handling time and causes frustration for the customer. It is also possible to use IVR for partial self-service such as identification before routing through to advisors or full self serve such as order tracking, payments, balance enquiries and many other processes.

There are new entrants into the speech recognition and natural language market, many of which come with a text to speech function which at first glance appears easier. However, many test to speech audio does sound robotic and unnatural, which is the opposite of what we want to achieve. The voice of your IVR should sound real so that your customers can have a natural, human type interaction.

You can use a voice from your contact centre to record audio messages but there are issues with that. Firstly, an in-house voice is instantly recognisable when heard through the phone and it can make the IVR and telephony experience sound uncared for. Audio quality is often poor when recorded through a handset which makes the experience harder to interact with. In addition, in-house voices are not always there when you need them and do sometimes leave the business.

Recording professional audio is a tremendous skill (how many times do you have re-record your own voice-mail until you are happy with it?). A trained voice artist can deliver your words in your tone of voice consistently over a long period of time and they are there when you need them. The art of this is finding the voice to help you communicate your brand personality through the phone and IVR channels and use words that engage your callers from the very first word they hear.

Many customer journeys do start on the website and if the query cannot be resolved there (or if the customer just wants to talk to you about something) they often have to start the whole conversation again. There are some new technologies to link digital journeys to telephony which improve the customer experience and ensure interaction history travels with the customer. As well delivering great CX they also help reduce the overall cost of contact so a real ‘win-win.’


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