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INBOUND VOICE INTERACTIONS
Interactive Voice Response (IVR)
NobelBiz OMNI+ contact center software features full out-of-the-box IVR capabilities for maximum customizability and enhanced customer experience.
A well-calibrated IVR system is the cornerstone for intelligent contact center automation.
IVR is a powerful tool that can organize and streamline the entire workflow of your contact center while offering a positive experience to your inbound clients and outbound prospects.
Streamlined Operations
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:
- IVRs can now detect the caller’s phone number based on his history and direct that call to the correct department.
- They can be used in outbound campaigns with robocalls offering options.
- IVRs can now be paired with Automated Speech Recognition (ASR), so the client can interact with the system using their voice.
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
NobelBiz OMNI+ can deliver self-service IVRs where the client doesn’t even need to engage an agent for simple tasks such as booking an airplane ticket. The system can always transfer the call to a live agent if the caller chooses to.
Automated Speech Recognition (ASR) Ready
Out-of-the-box, NobelBiz OMNI+ is ASR-Ready. This means that you can add the automatic speech recognition feature without any extra costs. Clients no longer have to press on their keypads; they can talk to an IVR system equipped with Automatic Speech Recognition.
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.
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.
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.
Discover a new, hassle-free way of setting up your contact center for peak performance!
Request a free demo. We will help you create your contact center. Today!
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