As more and more companies look to improve operations and, thus, increase productivity, new systems are implemented to make a push for this end goal.
Keeping that in mind, interactive voice response, or “IVR
,” provider, Angel.com told TMC (News
) in a recent interview that deploying its voice systems is one was to increase productivity within an organization.
“A well-designed IVR system with access to customer data is able to quickly and efficiently handle many common – and often mundane – caller requests, freeing up live agents to be able to handle the more involved calls that come in,” said Mike Ahnemann, Principal VUI Designer for Angel.com in a recent interview.
In return, callers are happy, he told TMC. Since the IVR knows who the caller is, as well as having the ability to anticipate their needs and can handle simple tasks very efficiently, without making callers wait on hold for an agent, there’s more of a personal aspect to a once thought as, rigid system.
“Plus, as satisfied callers choose automation over live agents, hold times decrease, and callers who need to speak with a live agent are able to do so without feeling trapped in automation, and without waiting for a long time on hold,” Ahnemann said. “This increases productivity for everyone involved.”
Kelly McGuire is a TMCnet Web editor, covering CRM and workforce technologies, and anchor of its daily TMC Newsroom video broadcast. Kelly also writes about eco-friendly "green" technologies and smart grids, compiling TMCnet's weekly e-Newsletters on those topics, as well as the cable industry. To read more of Kelly's articles, please visit her columnist page.
Edited by Kelly McGuire