Enable customers to find what they need without speaking to an agent.
IVR helps customers self-resolve their issues by providing a fast and convenient way to access information and services with speech recognition capabilities.
Having information at the customer’s fingertips puts less strain on your available people when there are high call volumes. IVR solutions allow agents to provide the best service.
Customers can use an IVR system to find information or get connected to the right department or person in the organization. This makes it convenient and efficient for customers to get the help they need.
No more waiting on hold, being shuffled through a variety of agents, or navigating through a complex phone system to get the information you need from customer service.
IVR can also provide pre-recorded information, such as operating hours, frequently asked questions, and other information that can help customers resolve their issues quickly.
This helps reduce call wait times, improves the overall customer experience, and frees up customer service representatives to handle more complex inquiries.
Want to see how you can round out your call center services with Xima? Complement Live Agent Call Recording with additional features we have available to call centers:
Effortlessly manage call routing based on time of day with Xima Software, ensuring calls are directed appropriately during and after business hours.
Maximize efficiency with Xima Software’s IVR system, integrating with CRMs and databases to instantly display pertinent contact information to agents.
Enhance caller experience with Xima Software’s Collect Digit feature, prompting for account numbers or other identifiers to streamline account lookup.
Benefit from Xima’s decade-long expertise in CRM screen popping, now enhanced with improved IVR features like digit collection and data dipping. Connect agents to the correct CRM account with even more unique data, improving customer interactions.
Make informed decisions with comprehensive data analysis, optimizing IVR configurations, and improving overall performance. Benefit from more robust reporting, now enhanced with digit collects, data dips, and other session parameters tied to each call.
Leverage Xima's renowned logging and reporting capabilities to gain valuable insights into call flows and customer interactions.
Empower decision-making with comprehensive data analysis, optimizing IVR configurations and enhancing overall performance.
Utilize more robust reporting, further enhanced with digit collects, data dips, and other session parameters now tied to each call.
Whether you choose an on-site or cloud-based setup for your business, we’ll ensure your IVR system is integrated with our software client. This allows for scalable growth and the use of additional Xima features, without needing costly additions like physical servers or other equipment.
Once installed, IVR greets callers and provides them with a phone tree menu, offering options such as billing, technical support, or the option to speak to a live agent. Speech recognition capabilities can pick up on keywords said by callers to best direct them through the menu.
Callers can navigate the menu freely by interacting verbally with the IVR or using their keypad. Each choice they make can present them with additional interactive voice response options until a resolution is found.
IVR can quickly answer routine questions or resolve simple issues for your customer without agent involvement.
With IVR, agents can direct their efforts on more complex customer issues, allowing them to utilize their product and domain expertise.
Xima’s analytics provide information on customer inquiries and preferences. By having access to your customer data, you’re able to enhance your products and user experiences and increase customer satisfaction.
Avoid shuffling callers around between agents and streamline the caller experience with IVR. Instead, offer record messages that let them get the answers they need, or direct them straight to the department they need to speak with from the start.
Whether you’re a reseller, end user, or just a little curious, the Xima Suite has something to fulfill your business needs.
Fill out the form below and a team member will reach out to walk you through it!
Whether you’re a reseller, end user, or just a little curious, the Xima Suite has something to fulfill your business needs.
Fill out the form below and a team member will reach out to walk you through it!
© 2023 Xima Software
XIMA, Xima logos, and other Xima trademarks are registered or unregistered Xima trademarks in the US and elsewhere. Other names or brands are trademarks of their respective owners.
Join us for an exclusive webinar as we dive into our latest product releases for IVR, MMS Messaging, and our Social Media Integration.
Thursday, September 12, 2024 | 11:00AM ET