Interactive Voice Response (IVR)

Enable customers to find what they need without speaking to an agent.

Key Features of Xima’s
Interactive Voice Response (IVR)

Resolving Issues on the First Call

IVR helps customers self-resolve their issues by providing a fast and convenient way to access information and services with speech recognition capabilities.

Save Call Center Agents Time and Effort

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.

Let Customers Self-Resolve

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.

Easily Access the Most
Relevant Information

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.

IVR Features That Make a Difference

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:

Holiday and time of Day Routing
Data Dip Call Routing
Collect Digit
Improved Screen Pops

Effortlessly manage call routing based on time of day with Xima Software, ensuring calls are directed appropriately during and after business hours.

Customize call handling for holidays, whether playing a specific announcement or rerouting calls to an external answering service, providing uninterrupted service to your customers.

Maximize efficiency with Xima Software’s IVR system, integrating with CRMs and databases to instantly display pertinent contact information to agents.

Harness the power of data integration by allowing our IVR system to access CRMs or other databases, instantly showing agents the most pertinent information about a contact right inside of the agent client.
Query account information based on entered digits or incoming caller information and intelligently routing calls to the most relevant department or agent.

Enhance caller experience with Xima Software’s Collect Digit feature, prompting for account numbers or other identifiers to streamline account lookup.

Streamline the caller experience by prompting them to enter account numbers, invoice IDs, or any other string of digits.
Accelerate the account lookup process, reducing caller frustration and increasing agent efficiency.
Enhance reporting as input information will be integrated into Xima’s already powerful historical reporting engine.

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.

Xima has provided CRM screen popping for over a decade, now enhanced with improved IVR features like digit collection and data dipping.
Benefit from even more unique data to connect agents to the correct CRM account, improving customer interactions.

Advanced Logging and Reporting

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.

How IVR Works

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.

Customer

Immediate Resolution

IVR can quickly answer routine questions or resolve simple issues for your customer without agent involvement.

Agent

A Better Focus

With IVR, agents can direct their efforts on more complex customer issues, allowing them to utilize their product and domain expertise.

Supervisor

Valuable Customer Data

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.

Provide Customers With the Best Possible Call Center Experience

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.

What People Have To Say

I have been in this business over 40 years and I seldom run across a company that has an excellent product and incredible support. YOU are one of those companies!

ACO, paired with Xima, makes a really stellar phone system that has not only the stability that we need when we need it, but also the true functionality of a call center phone system that has also the ease of use for its end-users.

We had looked at numerous reporting packages, and some had features that we wanted, while others did not. But when it came down to Xima, it was the perfect solution. It had the features that we wanted at the price we were looking for.

Xima provided us the ability to not only monitor calls but also to run different custom reports. Running reports, displaying and sending those reports in different formats from within the solution itself is remarkable.

Try Xima yourself. Schedule a demo today.

Whether you’re a reseller, end user, or just a little curious, the Xima Suite has something to fulfill your business needs.

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