IVR Use Cases

Articles

(13)
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Transaction in Sprinklr IVR

A transaction in an IVR system is a single unit of logic or work composed of multiple operations. It represents a specific interaction or process that a caller goes through within the IVR system. Each transaction is designed to achieve a particular goal, such as making a payment, checking an account

Knowledge Base Article

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IVR Use Cases

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Bulk Update of IVR Prompts

This feature enables you to efficiently manage IVR prompts by allowing bulk export and import operations. You can export prompts from selected IVRs into a spreadsheet for easy verification and a comprehensive overview. The exported sheet can then be used to update multiple prompts for different lang

Knowledge Base Article

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IVR Use Cases

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Deflection to Other Channel

In this article we will learn about how admins can configure IVR to deflect customer from IVR to digital channels when customers wait to connect to an agent.Business Use Case When customers interact with an IVR system, they often opt to connect with a live agent to report an issue or seek assistance

Knowledge Base Article

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IVR Use Cases

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Multiple Language Selection

Sprinklr IVR provides us the ability to take inputs from the customer and cater to their queries when they reach out to brands on voice as a medium. In this article we will learn about how admins can configure IVR to work with multiple languages.​Sprinklr has clients around the world, all catering t

Knowledge Base Article

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IVR Use Cases

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Schedule Callback while in the queue or EWT is high

In this article we will learn about how admins can configure IVR to schedule a callback when customers wait to connect to an agent.   Business Use Case When customers interact with an IVR system, they often opt to connect with a live agent to report an issue or seek assistance. Throughout this proce

Knowledge Base Article

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IVR Use Cases

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Manage Records via IVR

Entities are objects that are stored inside a database. There are 3 types of entities: System Entity, Standard Entity (Entities which are common across all partners like case/profile/task) and Custom Entity (Entities which are made customized to the requirement of the client). Every entity consists

Knowledge Base Article

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IVR Use Cases

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Connection with brand APIs

In this article, we will learn how an admin can configure an external API into the ACW. There are several use cases for using the brand APIs. Business Use caseIn a contact center, servicing banking-related queries, an agent may be required to fill in the bank account number when filling the ACW. Thi

Knowledge Base Article

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Connection with brand APIs

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IVR Transfer/Conference

Sprinklr IVR provides us the ability to add an IVR in a conference with the agent and the customer. In this article we will learn about how admins can configure an IVR transfer and conference and how the agents can use it.Business Use CasesCustomer care agents sometimes use an IVR flow to guide the

Knowledge Base Article

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IVR Use Cases

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Configure Wait Time Queue IVR

Sprinklr IVR enables you to take inputs from customers and cater to their queries when they reach out to you via voice. In this article, we will learn how admins can configure the Wait Time Queue IVR to take relevant actions while a customer is waiting in the queue. ​When a customer calls a support

Knowledge Base Article

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IVR Use Cases

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Using IVR for Call Blast and Outbound Calls

In this article we will learn about how admins can configure IVR which needs to be triggered through Outbound call.Business Use Case Brand wants to send quick bulk message, Promotion, Ask for feedback, Information to customer on call, For example- Call customers whose payment is due in next 2 days a

Knowledge Base Article

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IVR Use Cases

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