IVR & Tailored Solutions

IVR & Tailored Solutions

Call Management

Good call management will create a favourable impression of the business and create customer satisfaction. Missed or delayed calls can mean direct loss of revenue. Effective call routing can enhance call management by enabling callers to quickly reach the department or specific staff member required to handle their call. Some types of call can be automated. This reduces the number of calls needing to be answered personally, freeing staff to handle the more personalised discussions or higher value callers.

Interactive Voice Response

IVR and auto attendant solutions can enhance call management by leading the caller through a logical sequence to enable the call to be directed to the right person or department. For an IVR or auto attendant system to be truly effective, they need to be maintained regularly and adapted to reflect the changing activities of the business, for example, to accommodate holidays and changes to working hours or to feature new products. To be effective, changes need to be made simply and easily by local personnel. If well designed and maintained, an IVR or auto attendant system will increase customer satisfaction; if not, they it will become a problem to customers.

Tailored Solutions

Some business communications challenges can be enhanced by the integration of voice services with business processes. For example, automatically actioning caller requests for brochures, confirming a bank account balance. Tailored communications solutions from TeleWare are used to handle challenges as diverse as providing stock control information to remote offices, updating of timetables by personnel in the field, ensuring customer data provided is accurate, or automated validity checking and password resets.

What TeleWare can do to help

TeleWare solutions use industry standard interfaces; using the TeleWare intelligent Application Builder suite, changes to auto attendant and IVR solutions can be made by local personnel, without the need for externally sourced VoiceXML services, providing savings in both time taken and the cost of changing the system.

TeleWare will provide our suggestions and recommendations as to how your communications facilities could be integrated with your existing business processes to utilise communications applications and provide enhanced services that address issues such as limited time responses, need for rapid response, difficult to manage peaks in traffic and provision of caller specific information.

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