If your business has tons of customers constantly on hold for extended periods, or if your customers are bogging down your agents with non-essential tasks you need an IVR solution. When you empower your customers to help themselves, you reduce client hold time, and your agents can take more calls.
The IVR call center offered by Syntellect is one component of their powerful communication center. The IVR is the initial greeting your business gives your clients. The Syntellect IVR offers your client the choice of using voice commands or touch tone phone commands. The customer is then directed to the right agent, based on their IVR commands. The result is your customer is helped by the person who can solve their problem, and cuts down client hold time.
As mentioned there are other important elements to the Syntellect Communications Portal than simply an IVR solution. The portal also offers intelligent routing of calls and works with IVR to make sure the customer is sent to the right person based on the IVR commands inputted. In addition the portal offers email management and screen popups.
When a customer’s phone call is sent to the agent, a popup appears on the rep’s screen. This information provides the rep with the customer’s vital account information. The agent does need to waste valuable time asking the client’s account number. This is a huge benefit, because the customer’s problem is solved faster, on hold time is reduced, and the agent can satisfy more customers. Furthermore, screen popups are proven to increase customer satisfaction and upsells.
The Syntellect Communications Portal also provides a robust graphical development interface. This tool allows your developers to develop their applications up to 50 percent faster than other development tools. In addition, the IVR solution call center provides a well-organized email management system. Every email that is processed by the system is sent to the correct agent. If the communication is urgent it is placed in front of all non-essential emails. This ensures the email is responded to in a timely manner.
In the end, the Syntellect Communications Portal offers a powerful IVR solution, email management, development tool and screen popups. IVR allows your customer to help themselves with non-essential tasks. This empowers your customer, and allows your agents to take more important calls. Add email management and screen popups to your call center and you will increase customer loyalty, and your reps will be more productive.