Call Centre IVR Solution
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Why do you need IVR for your call centre?
Offer quick help
With a thoughtful IVR, customers can connect to the right person in just a few steps.
Be professional
Personalised greetings, IVR-based authentication and clear direction can set a professional tone for the conversation.
Automate services
Automate simple processes such as setting appointments, making payments, updating personal details, etc.
Increase first contact resolution
With clear direction for the user journey and reaching the right person at the right time, you can improve FCR.
Offer personalised experiences
You can also personalise the welcome message, automatically redirect their calls, etc., when calling from their registered mobile number.
How to use IVR in your call centre?
To announce working hours
You can set up messages that inform your customers about the business hours to encourage them to call back while you’re open.
To route calls to the right team
By asking people to indicate their reasons for calling, you can use IVR to route their call to the agent most qualified to meet their needs.
To inform wait times
If your agents are all busy, you can notify your customers of the expected wait time, so they can choose to wait or call back later.
To track applications
Whether it’s a credit card application or an online order, you can use IVR to let users automatically check the status and get an update.
To collect feedback
You can invite users to give feedback on their experience by calling the IVR line.
To book service requests
You can allow customers to book or cancel complaints, requests, appointments, etc via IVR.
To educate customers
A new product launch, change in processes, an upcoming sale — an IVR can help inform customers dynamically.
Benefits
Customisable
Create an IVR flow specific to your business, and customise it depending on the changing or growing needs.
Low OpEx
IVR systems are automated and efficient. So, they are not only affordable but also deliver significant ROI.
Better staff productivity
With calls being routed automatically, agents do not waste time rerouting calls to the right person.
Improved CX
Automated responses, increased first call resolution, speaking to the right agent, etc help increase customer satisfaction.
Lead generation
By separating sales and service calls, you can streamline your lead generation and engagement processes.
We have worked across cloud telephony players and with other vendors, but the fact is Exotel is dependable.
– Shashank ND, CEO
Features
Call Recording
All your customer interactions can be recorded and accessed easily for any future references.
Call flow designer
You can build & customise your call flows with Exotel’s drag & drop builder. Set up single or multi-level IVR easily.
Automatic routing
You can quickly and efficiently guide your customers to the right department without a receptionist.
Callback
If your agents are all busy, you can allow your customers to schedule a call back at a later time.
Customisable menus
You can create single or multi-level call flows that will help them navigate easily through the options.
FAQs
Chirag Patel
Exotel's API documentation and implementation process is extremely simple and easy to follow. There were no hassles in setting it up. We use other cloud telephony platforms as well but Exotel gets a big thumbs-up from us for their ease of use.
Shashank ND
We have worked across cloud telephony players and with other vendors, but the fact is Exotel is dependable.
Exotel made agent performance monitoring and reporting seamless
The best things about Exotel are – Click to Call for KYC, IVR campaign, App Bazaar, Lite dashboard, which specifically showcases call flow monitoring, agent performance monitoring, reporting, easy to set up, and to top it, the support from the account manager.
Prateek Jain
The number masking feature has been a very worthy addition to making our customer experience even better.
Exotel anticipates customer needs and delivers exceptional service
An excellent, user friendly and cost effective platform. Automations make it very easy for the caller and receiver to interact efficiently. We are truly glad to have moved to Exotel.
Satish Chugh
Very supportive and understanding staff who have lived up to every expectation, and at times exceeded them too.
The Exotel Advantage
Why Exotel is the most reliable cloud communications platform in Asia
Security
ISO 27001:2013 certified information security management system
Innovation
Gain competitive advantage with our patented solutions
Quality
Best success rates, voice quality, and reduced latency
Scale
Grow at will, expand without worrying about infrastructure
Reliability
Best in class uptimes of 99.94% including operator uptimes
Support
24×7 customer support via phone, email and Twitter
Find out how Exotel can work for you. Set up a call.
We take away some of the biggest pain points of traditional systems like EPABX.
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+1-(718) 354-8866
+61-2-8073-0559
+62-215-098-4960
+60-3-2771-2799
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