How IVR Works?

IVR or Interactive voice response system is nowadays widely used for customer services like call-centers, inquiry management etc. IVR system is nothing but an automatic attendant that answers the calls automatically with already configured messages by taking input from customer via telephone keypad.

Figure 1.0

Above application shows a simple IVR based system. When a customer calls, a welcome message will be played automatically which will ask user to enter 1 for sales, 2 for support and 3 for accounts. As per user's selection (input via telephonic keypad), the call will be transferred to the respective department's representative.

IVR in Sell. Do

Sell.Do introduces IVR system to resolve clients' complex problem of using multiple virtual numbers for the same usage. Multiple cases have been reported by clients for this problem, IVR implementation emerges as a prominent solution for it.

In a multi-project campaign, generally client required to purchase different virtual numbers for different projects promoted in a same campaign generally referred as organic campaign in Sell.Do. Even then there remains uncertainty in tagging accurate requirements for generated leads owing to the fact that inquiry can be for any project in the campaign. In such cases after communicating with lead, sales representatives would tag the projects of interest and other requirements which may be missed by  sales as the process was manual. Another limitation is call routing in pre-defined team would not be requirement specific, which may cause more lead reassignments.

To overcome these limitations, IVR has been introduced in Sell.Do. It  allows client to assign one virtual number for multiple projects in the same campaign. The IVR system is smart enough to answer the call with automatic attendant which is able to take numeric inputs from customer , leading into accurate requirement tagging and routing of the calls. This solution may result into money as well as time saving.

Sell.Do made process of building IVR much easier by representing it with a simple tree structure. You just need to add appropriate child nodes and configure them. The same IVRs can be used for the multiple virtual numbers.