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INBOUND VOICE INTERACTIONS

Interactive Voice Response (IVR)

At NobelBiz, we understand the importance of delivering a personalized and seamless customer experience. Our OMNI+ contact center software is designed with powerful Interactive Voice Response (IVR) capabilities, allowing you to tailor the system to your unique business needs.

With our out-of-the-box IVR features, you can easily customize menus, greetings, and call routing options to provide a smooth and efficient customer journey. By leveraging our IVR technology, you can enhance customer satisfaction and streamline operations, ultimately driving business growth. Trust NobelBiz OMNI+ for a superior contact center solution.

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A well-calibrated IVR system is the cornerstone for intelligent contact center automation.

At the heart of intelligent contact center automation lies a well-calibrated IVR system. This powerful tool serves as the cornerstone, revolutionizing the way your contact center operates. By leveraging IVR, you can effectively organize and streamline your workflow, ensuring a seamless experience for both inbound clients and outbound prospects.

With its ability to handle customer inquiries and route calls efficiently, IVR enhances customer satisfaction while optimizing agent productivity. Trust in the power of IVR to transform your contact center into a high-performing hub of customer engagement and success.

IVR Streamlined Operations and Multiple Use Cases

IVR is essential for any contact center dealing with heavy inbound traffic. With time, this technology evolved to be a highly versatile tool deployed in many scenarios. Beyond serving as just a filter for inbound routing, the IVRs of today can have multiple use cases:

Streamlining Inbound Traffic for Contact Centers

IVR plays a pivotal role in contact centers dealing with heavy inbound traffic. By efficiently filtering and routing calls, IVR ensures smooth operations and reduces customer wait times, leading to enhanced customer satisfaction.

Versatility Redefined in Contact Center Automation

Gone are the days when IVR was limited to inbound routing. Today, IVRs have evolved into highly versatile tools that offer multiple use cases. They can provide personalized greetings, self-service options, efficient call routing, and more, making them indispensable in modern contact center automation.

Empowering Customer Engagement Through Self-Service

IVR systems empower customers to access information and perform transactions independently, reducing their reliance on live agents. By enabling self-service functionalities, IVR enhances customer convenience and engagement, resulting in more efficient and cost-effective operations for contact centers.

Seamlessly Integrating with CRM for Enhanced Agent Efficiency

Integrating IVR with CRM systems equips agents with valuable caller information and history. With a comprehensive view of customer data, agents can provide personalized and efficient support, resulting in improved agent efficiency and customer satisfaction.

Gathering Insights and Personalizing Interactions

IVR systems have the capability to gather customer data and preferences. This valuable information enables contact centers to deliver highly personalized interactions, tailoring services to meet individual needs, and ultimately strengthening customer relationships.

Bridging Language Barriers for Global Customer Base

In a diverse customer landscape, IVR solutions offer multilingual support, ensuring seamless communication for customers from different linguistic backgrounds. By catering to customers' preferred languages, IVR enhances inclusivity and customer satisfaction.

Minimizing Hold Times with Efficient Callback Options

IVR technology provides callback options, allowing customers to request a call back rather than waiting on hold. This feature reduces hold times, enhances customer convenience, and showcases the contact center's commitment to providing exceptional service.

Being able to deploy software that is very easy to learn and follow a script and a guide is fantastic to offer to clients and have them up and running in literally 48 hours from the installation to the entire training and making calls.
Brad Dashnaw, CEO – Shift Marketing

IVR Self-Service

At NobelBiz, we understand the importance of providing a seamless customer experience, and our OMNI+ contact center software excels in delivering self-service IVRs. With our advanced technology, clients can effortlessly perform tasks such as booking an airplane ticket without the need to engage with an agent. Our self-service IVR can streamline the process, saving time and effort for both customers and contact center agents.

However, we also recognize that some callers may prefer human assistance, and our system seamlessly transfers the call to a live agent if requested by the caller. With NobelBiz OMNI+, we prioritize convenience and flexibility for both customers and contact center operations.

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Automated Speech Recognition (ASR) Ready

We understand the importance of providing user-friendly solutions that enhance customer engagement. That’s why NobelBiz OMNI+ contact center software comes with an integrated Automated Speech Recognition (ASR) feature right out of the box.

With ASR-Ready functionality, clients can effortlessly add automatic speech recognition to their IVR system without any additional costs. This means that instead of pressing buttons on their keypads, customers can simply speak naturally to interact with the IVR.

By enabling voice-based interaction, we make it easier and more intuitive for customers to engage with the system, resulting in improved satisfaction and streamlined operations for our clients. NobelBiz OMNI+ prioritizes accessibility and convenience through advanced technologies like ASR.

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Related resources

What is contact center IVR
Blog Post
What is IVR?
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10 Tactics To Improve CX Through Contact Center IVR Messaging
Upgrade your business phone system
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A Guide to Upgrading Your Business Phone System in the Digital Era
Self-Service for contact centers
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Self-Service for Contact Center: The Definitive Guide

Other NobelBiz OMNI+ Inbound Voice Features & Capabilities

Call Queue
Significantly improve the waiting experience of your clients by implementing a set of customizable rules and giving them the option to be called back while retaining their position in the queue.
Learn more
Skills Based Routing
Create unique profiles for your agents according to their department, individual qualifications, proficiency, etc. Then, automate your inbound routing with a laser-cut precision.
Learn more
Automatic Speech Recognition (ASR)
The built-in ASR is one of those features designed to future-proof your contact center operations. Paired with the TTS features and integrated with our IVR, it offers endless possibilities for customization.
Learn more

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