Best Customize IVR Solution in Canada | Asteriskservice

Institutions and enterprises in Canada seek to reduce costs and dependence on manpower and yet provide an excellent customer experience. IVR is one way to provide self service but how it is designed and implemented can have direct bearing on the containment rate. Callers would like to resolve issues with this feature. At the same time, badly designed and implemented IVRs more often result in churn rather than satisfaction. Each business and institution’s needs are different and there is a need to customize IVR solutions for Canadian users.

Different users, different needs

• Professionals: Primary purpose is to let callers fix appointments and for professionals to keep track of appointments made through the IVR solution in Canada.
• Hotels and hospitality: Requirements can be quite complex calling for custom IVR solution to handle everything from offering information on hotels and rooms to tariffs, bookings and then a variety of services for in-hotel guests as well as bill payments.
• Travel, entertainment: IVR solution customized to help callers book tickets for trains, flights, movies and shows and even make payments using payment IVR as the next step.
• Information services: Simply serve to provide information to callers on diverse topics such as hotels, travel, tourist attraction, shopping that city administration may like to implement to attract tourists, for example. Another use area is yellow pages or directory services. Banks, telecom, IT and insurance companies also find this type of IVR useful when it is customized around their needs.
• Healthcare: This is another complex area where extreme customization of IVR is what works to deliver a happy experience for patients and for employees.

Why customize IVR?

• As can be seen from the above, each segment’s use case scenario differs and a standard IVR is going to lead to more customer dissatisfaction rather than the hoped for first contact resolution. This is one reason for custom IVR solution in Canada.
• Direct people to the right department and person in the shortest time;
• Gather caller data and link to CRM and also fetch data from CRM;
• Automate processes and free up employees for more vital tasks;
• Project a better image and others.

Modern IVR customization

IVR Technologies have evolved since the days of the first passive tree-branch structure to a more sophisticated one that IVR solution providers can put in place such as:

• Integration of artificial intelligence into IVR in which the system, with the help of machine learning, keeps improving over time and offers a unique personalized experience to callers in addition to mood specific analysis to help agents perform better;
• Visual IVR customization proves to be dramatically better at improving containment rates. This is particularly growing in relevance as people make more use of mobiles for communications and interactions. A visual menu on the screen that allows users to tap directly to the option they need instead of a sequenced set of messages is far better. Coupled with AI this provides better natural language processing and skills based call routing as well as collaboration.
• Omnichannel integration is indispensable given current and expected customer behaviors in using one channel to start a query and switch over to another one. For instance, a person looking to book a room in an hotel may search the web, land on a website and use chat feature and then be transferred to IVR in a seamless way.

Leading IVR solution providers like Asterisk Service can offer extremely customized IVR solutions tailored to a client’s business mode, target customer behavior and expectations and goals to be achieved.

Source: https://ivrpaymentprocessingsolutions.wordpress.com/2019/05/31/best-customize-ivr-solution-in-canada-asteriskservice/