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Today, I will talk to you about Udesk's IVR intelligent voice navigation, which may not be well understood by many people. In order to make you understand better, the editor has summarized the following contents for you. I hope you can get something according to this article.

IVR (Interactive Voice Response), that is, interactive voice response, is a powerful automatic telephone service system. It uses the voice synthesized by pre-recording or TTS text-to-speech technology for automatic response system, provides a menu navigation function for customers, and is mainly used in the call center system.

IVR is divided into pre-position and post-position in the call center system. The pre-IVR is that the voice is first processed by IVR, and then transferred to a manual seat when the customer's problem can not be solved. The post-IVR means that the IVR is in a balanced position with the manual agent, and the number of manpower can not meet the requirement of switching to IVR when the customer enters the call, mainly to delay the access time when the customer service team is busy.

As an important part of the call center system, IVR intelligent voice navigation automates most calls, reduces the burden of agents, and fully improves the efficiency of manual seats. Today, let's follow the editor to take a look at how our Udesk intelligent customer service system transfers IVR during the call.

IVR is simply voice navigation. Within the call center system, you can customize the voice content, and then use the pre-recorded voice to guide customers to operate according to voice keystrokes. Normally, when customers call in, they will first enter IVR, and you can provide self-service according to their needs, such as selecting a customer service group, or connect to human customer service to complete the call and then enter IVR for satisfaction survey.

At present, the most common use scenarios of IVR intelligent voice navigation are satisfaction survey and order status query. Now Udesk's IVR intelligent voice navigation feature allows customer service to actively invite customers to conduct a satisfaction survey during a call, evaluate customer service and then consult or choose to hang up automatically.

We take the customer service initiative to invite customers for satisfaction evaluation as an example to demonstrate the process. First of all, the customer calls into the phone, enters the intelligent routing IVR voice navigation, and selects the manual customer service call according to the operation prompts. During the call, the customer service can actively invite the customer to evaluate the satisfaction degree, and the customer temporarily returns to the IVR satisfaction evaluation node. After completing the satisfaction evaluation, the customer continues the call, and after the call ends, the customer does not need to carry out the service evaluation again.

Today, with the increasing convergence of products and prices, the quality of service, diversification and differentiation of services have become particularly important. With the development of economy and the improvement of social information, customers have put forward higher and higher requirements for the service quality of enterprises. In order to compete for customer resources, enterprises must accurately grasp the needs of consumers and respond as quickly as possible.

Udesk system opens the interface of IVR voice custom upload to help enterprises customize the navigation language according to their different business, which can not only improve the quality of service, but also coordinate the user operation process. Udesk call center installs IVR voice navigation, and the call system is automated, saving 60% of the original cost, while reducing the burden on agents to handle only calls that really need to be handled manually. And IVR system enables users to access anytime and anywhere, so it is generally recognized by users. Many enterprises are using the services provided by Udesk call centers to ensure that customer service is more accurate and efficient.

After reading the above, do you have any further understanding of Udesk's IVR intelligent voice navigation? If you want to know more knowledge or related content, please follow the industry information channel, thank you for your support.

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