Interactive Voice Response (IVR) is an automated telephony system that interacts with callers, allowing them to navigate through a menu using touch-tone keypads (DTMF - Dual Tone multi-frequency). IVR technology helps businesses efficiently handle high call volumes, provide self-service options, and gather caller information before connecting them to the appropriate department or agent.

​Sprinklr IVR highlights  

1. User-friendly Visual Representation and Drag-and-Drop Flow Builder: Sprinklr IVR offers an intuitive visual interface and drag-and-drop functionality, allowing contact center teams to easily design and customize IVR call flows. This simplifies the configuration process and empowers business users to create and change IVR flow within minutes

2. Seamless Navigation and Identification of Customers: By integrating with various external systems, Sprinklr IVR enables seamless navigation and customer identification. This integration allows for a unified view of customer data, facilitating personalized and contextual interactions and reducing the need for customers to repeat information.

3. Customized Routing for Premium Customers: Sprinklr IVR provides the capability to prioritize and route premium customers based on their status or preferences. This ensures that valuable customers receive specialized treatment, enhancing their experience and fostering loyalty.

4. Journey Continuity: With Sprinklr IVR, customers can resume their interactions from where they left off. This eliminates the need to repeat information or start the process from scratch, saving time and providing a seamless experience.

5. Easy Integration with Brand Systems using APIs: Sprinklr IVR offers simple integration with brand systems through APIs. This deep integration allows for advanced customer insights and context-rich responses, enabling highly personalized interactions based on customer data.

6. AI-Assisted Smart Routing: Leveraging AI capabilities, Sprinklr IVR intelligently routes calls to agents based on their skills and expertise. This ensures that customers are connected to the most suitable agent, improving first-call resolution rates and overall customer satisfaction.

7. Smooth Transition between IVR and Other Channels: Sprinklr IVR enables a smooth transition between IVR and other channels such as LiveChat, WhatsApp, email, and more. This omnichannel capability allows customers to switch seamlessly between channels while maintaining context, ensuring a consistent and integrated customer experience.

8. Automated Callbacks for Dropped Calls: Sprinklr IVR provides automated callback functionality for dropped calls. When a call is disconnected while waiting in the queue, the system can automatically initiate a callback to the customer, minimizing customer frustration and optimizing contact center efficiency.

How does IVR improve contact center performance

IVR (Interactive Voice Response) is a powerful tool that significantly enhances contact center performance in several ways:

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1. Self Serve capabilities

   IVR enables customers to access and update their CRM data, allowing them to retrieve the information they need without speaking to an agent. This not only improves customer satisfaction but also reduces operational costs for the call center.

2. Efficient routing to agents

   By configuring IVR to identify customer information and queries, calls can be intelligently routed to the most suitable and skilled agents. This reduces customer wait time and minimizes average handling time, leading to more efficient and effective customer service.

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3. Wait time utilization

   IVRs can utilize customer wait time to offer personalized promotions, special discounts, or relevant information. This helps generate leads, increasing revenue potential for the call center.

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4. Schedule callback

   During high call volumes or extended wait times, IVRs can offer customers the option to schedule a callback at a convenient time. This saves customers time and optimizes resource allocation during peak hours.

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5. Get Survey Over IVR

   IVRs provide a platform to collect customer feedback and survey responses, enabling call centers to analyze areas for improvement and enhance agent training. This valuable feedback can drive continuous service enhancements.

6. Deflect to other channel

   IVRs can efficiently deflect customers to their preferred channels such as WhatsApp, Live Chat, or Email, reducing call center workload and providing customers with flexible and faster communication options and faster resolution.

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7. Abandoned callback journey

   IVRs can reconnect with customers who drop from the IVR while waiting for the agent, reducing abandonment rates and improving overall service level agreements (SLAs) by ensuring no opportunity is missed.

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8. Call volume reporting

   IVR systems provide comprehensive data on customer interactions and call volumes, enabling call centers to monitor and optimize their operations, identify trends, and make data-driven decisions for better customer experiences.

By leveraging the capabilities of IVR, contact centers can streamline operations, improve customer satisfaction, and drive overall efficiency in delivering exceptional customer service.