IVR

Provide 24/7 Self- Service Support &
Automated Messaging

With IVR, businesses can streamline basic but time-consuming tasks, while giving customers access to 24/7 self-service support.

FEATURES OVERVIEW: TelCom USA IVR

TelCom USA Interactive Voice Response (IVR) is an automated messaging solution that provides customers access to 24/7 self-service phone support and enables businesses to streamline basic but time-consuming tasks like sending appointment reminders and satisfaction surveys.

TelCom USA IVR directly integrates with any PBX and database and reduces the time and frequency of human interactions. With IVR, employees can focus on more inquiries best suited for interactions with a live person — leading to increased First Call Resolution, lower Average Handle Time (AHT) and consistent delivery of extraordinary customer experiences.

IVR Features

Inbound IVR:

Call Flow:

PBX Integration:

TelCom USA IVR uses SIP trunks to connect from the cloud to any PBX/PSTN connection that supports SIP trunking. There are three (3) ways to deploy an IVR application:

As a standalone system connected to the PSTN using a dedicated DID or toll-free number without any PBX at all (i.e. surveys, appointment reminders, etc.)
Connected to TelCom USA directly through the platform.
Connected to any third-party PBX that supports SIP trunking

Database Integration:

Additional Functionality

Outbound IVR:

TTS (Text To Speech):

TTS uses the computer voice instead of a recorded prompt. TelCom USA IVR enables the business to record their own prompts specific to their unique needs or application of IVR.

TTS should only be used for prompts that are variable in nature (i.e. names, addresses, etc.). Normal prompts (i.e. dates, times, money, etc.) should be recorded by a human voice to create a better caller experience.

With IVR, contact center agents or employees can focus on interactions that can be more efficiently handled with personalized, human interaction. IVR reduces Average Handle Time, increases First Call Resolution, and creates an exceptional experience for the customer every time.

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IVR

Provide 24/7 Self- Service Support & Automated Messaging

With IVR, businesses can streamline basic but time-consuming tasks, while giving customers access to 24/7 self-service support.

FEATURES OVERVIEW: TelCom USA IVR

IVR Features

With IVR, contact center agents or employees can focus on interactions that can be more efficiently handled with personalized, human interaction. IVR reduces Average Handle Time, increases First Call Resolution, and creates an exceptional experience for the customer every time.

Provide 24/7 Self- Service Support &
Automated Messaging