Flex IVR delivers the benefits of automation with none of the drawbacks.
Interactive voice response has a bit of a PR problem.
- In theory it’s a good idea to automate call handling and reduce human interactions so customers don’t have to wait in long queues to get the answers they need.
- In practice, callers have been challenged to remember long menus, stuck in infinite loops with no way to zero out to an operator and repeatedly misunderstood by speech recognition.
While technology has come a long way in 30 years since IVR was introduced, the secret to making IVR work for your business lies in expert implementation. FlexIP Solutions business consultants work with your team to understand your objectives, your caller types, workflows and scripts to ensure a user-friendly customer experience.
So, your customers actually find it faster and easier to interact with a machine.
Flex IVR Success Plan
We recommend that you crawl, walk and then run when deploying IVR with Flex Contact Center for the first time. Reporting on call volumes and patterns can guide tweaks between steps.
Empower your callers to quickly connect with the right person or department by navigating through menus using their phone keypad or speech recognition.
Patients who need prescription refills can order them more quickly by calling into the pharmacy IVR, entering their Rx number and confirming their last name.
Respond to routine inquiries with pre-recorded audio answers or directions to your online information databases. Direct more complex requests to your live agents.
Patients can call into the drug store to learn pharmacy hours, hear status of their refill request or even get drug information right from their phone.
Push messages to customers with a request to confirm appointments or delivery dates via keypad or voice response.
When the prescription is ready, the pharmacy can initiate an automated call to notify the patient to come pick up or request delivery of the medication.
No Boxes. No Bundles.
FlexIP Delivers Managed Communications Customized for Your Business and Optimized for Performance.