This feature is used by agents to transfer calls to IVR systems in order to gather certain information at the IVR level as a part of the business process which the customer might have bypassed when called to the IVR initially. It is also used at the end of the conversation between agent and customer to gather feedback from the customer about the agent interaction and assistance and also the experience of the customer with the brand.

Business use cases

1. During call authentication - Customers might reach the agent without being authenticated (if there is an authentication process) in the IVR. However, to carry out certain workflows by the agent that require customer authentication, the agent might transfer the call to the authentication IVR as a standard procedure defined by the business.

   ​

2. Transfer to Survey IVR - There are various ways to send surveys to customers across different channels. One of the simplest forms of surveys is to transfer the call to survey IVR at the end of the call.

Permissions 

Sprinklr Voice > Call controls > Transfer to IVR

How to make an IVR Transfer ?

In the call controls bar while on a call, click on the Transfer button > On the following voice widget that pops up, click on transfer to IVR option from the dropdown and then select the IVR from the dropdown to which the call is to be transferred.

There are 2 scenarios that can happen after an IVR Transfer as per the business process and accordingly the IVRs are to be configured.
1. Connect Back - Selecting this option puts the agent on hold after clicking on the transfer button and the customer is transferred to the IVR and once the IVR ends it brings back the customer to the agent thereby allowing them to continue their conversation.

2. End Call - Selecting this option and making the IVR transfer ends the call for the agent thereby allowing the customer to interact with the IVR. Once the IVR ends the connection between the IVR and the customer also ends.

​

​

​

​​