IVR / Self Service
Across the entire enterprise — including most customer service centers, help desks and sales centers — a significant number of customer requests are for simple issues such as password resets, order status inquiries or directory assistance. Nearly all of these requests are “self-service” interactions that can be handled without the need for live assistance.
IVR (Interactive Voice Response) / Self-Service solutions enable organizations to:
- Reduce costs
- Improve efficiencies
- Decrease customer wait times
- Improve customer satisfaction
IVRs also direct callers and capture information used to route calls and present data to agents for first-time-resolution if and when live interaction with a representative is required.
Enghouse Interactive Self-Service and IVR solutions includes Enghouse Interactive Communications Portal (formerly Syntellect Communications Portal).