At Bright Pattern, we use IVR to drive our innovative automation and self-service solutions. Short for Interactive Voice Response, IVR is a technology for the automation of common or frequently performed telephone transactions. IVR-driven automation involves a computer application that interacts with a human through the use of pre-recorded voice prompts, dual-tone multifrequency (DTMF) tones of a telephone keypad, and voice input.
Typically used for service selection, data collection, announcements, self-service, queue treatment, and automatic notifications, IVR is a helpful supplement—not a replacement—to the type of help that only live agents can provide. By handling frequent requests for common issues (e.g., billing inquiries, account balances, shipping status, hours of operation, etc.), IVR enables agents to be more productive during service calls, which ultimately leads to increased customer satisfaction.
Automation Via Scenarios
Our IVR solutions are enabled and customized in our innovative scenarios, which are custom-built to suit your contact center. Think of scenarios as intelligent, automated scripts that are programmed to have the correct response to any action (i.e., any scenario that may occur). Such scenarios are used to gather information from the customer, encourage self-service, route the interaction to a live agent when needed, survey the customer, and record data.
Make the Most of Wait Times
While callers wait to speak to an agent, they can listen to music, announcements, estimated waiting time, service reminders, and voicemail and self-service options. What’s more, our IVR system can select random treatment options and play announcements at critical times in the queue.
Our integration capabilities with other systems helps you offer easy self-service options to your customers. Self-service presents a valuable way for computers, rather than humans, to handle common or frequently performed actions. After-hours voicemails, for example, could handle customer inquiries when agents are not available, or shipping service call flows can provide package status before connecting the customer to a live agent.
Your contact center can use our end-of-interaction surveys to collect first-hand information from customers, which can help supervisors and teams assess agent performance and customer satisfaction. Our surveys allow for up to five questions for your customers to answer, with complete reporting on that data.
Intuitive Scenario Builder
Constructing a detailed path for your interactions to take is easy with our intuitive Scenario Builder application. This point-and-click, drag-and-drop builder presents a visual representation of every action that could possibly be taken during an interaction. Bright Pattern IVR scenarios are constructed using blocks (i.e., prompts) that use “if ___ happens, then ___ will happen”-type statements to determine courses of action for inbound interactions.
Scenario blocks are dragged and dropped into place, and their settings are specified by your system administrator.
Variables and Functions
Variables and functions are added to scenarios, allowing you to customize prompts, specify actions for your scenarios to take and invoke other scenarios, too.
Hours of Operation-Based Menus
IVR scenarios can be tied to your contact center or business’s hours of operation, peak hours, holidays, or other specific times during the day. During regular HOP or even after hours, your contact center may reuse scenarios with various parameters, as well as connect to external destinations.
Prompts and Announcements
Multilingual prompt capability is an important part of our IVR solutions, in that it puts your contact center’s scenarios and workflows into different languages and allows users to switch between them on the fly.
The ability to record voice calls, provide chat transcripts, and email such recordings is also powered by IVR. Recordings offer valuable insights into customer inquiries and contact center performance.
Text-to-speech (TTS) functionality is useful for reading dynamic customer data obtained from other systems, or for generating prompts quickly during scenario development.
An alternative to using TTS is to use common data speakers, which provide IVR menus the capability to play common data, such as dates, times, numbers, and currencies using pre-recorded prompts in the same voice as the rest of the prompts in the IVR flow.
With IVR, you can access statistics at a glance with targeted metrics that recount data gathered for every aspect of an interaction, campaign, service, and so forth. Our IVR reports the scenario flow path tracks the steps taken to get through each scenario. Statistics make it easy for contact center supervisors and agents to assess areas of improvement during particular times of the day, with specific agents and teams, and with outbound campaigns, for example.
You can learn a lot about the effectiveness of your IVR scenarios by analyzing our comprehensive IVR reports. These reports give detailed insights about block execution frequency, branches selected, and disconnect frequency per block, showing which locations of the call flow worked well and which must be optimized.
Solutions, Even for Unanswered Calls
No-answer treatments are determined by IVR, so your contact system has a systematic way to handle unanswered calls. For example, the IVR can send such unanswered calls to voicemail, to an after-hours self-service menu, or even provide audio treatments or announcements with other ways to reach someone.
Data Exchange In SIP Headers
Our IVR can send and receive data, such as customer account numbers, to and from other phone systems in SIP headers, with the call.
Enabled by IVR, our voice signature feature can record a customer’s recorded verbal agreement in place of a handwritten signature.
Our IVR solutions integrate with your company’s back office systems in order to enable data collection, self-service, surveys, automatic notifications, and other services that depend on customer data. Such integrations may include database access, web services and API access, Salesforce.com data access (via API), email sending with attachments, and passing data with a call.
Bright Pattern integrates out of the box with RightNow, Salesforce, ServiceNow, and Zendesk, ensuring that data from your systems work perfectly with ours. We also offer a number of ways to make integration with other systems easy.
RESTful API and direct database access mean that your contact center’s data is always available and, more importantly, usable. Our RESTful API (i.e., a RESTful web service) architecture uses HTTP requests to GET, PUT, POST, and DELETE data. This architecture allows us to share data across our cloud-based applications, as well as help users connect with and interact with them.
SMS and Email
Our IVR solution also facilitates the sending of SMS and email messages that offer automated help or answers to common issues. An office appointment, for example, could be confirmed automatically by a contact center’s IVR-driven system by sending a simple SMS/text message to the customer. Likewise, an email could be sent to do the same. Either option is effective at handling common requests and issues, freeing up time for agents to handle more intricate interactions.
Omnichannel capabilities extend IVR scenarios to all channels of communication, from voice and chat to SMS/text, email, and social messengers. Automated scenarios give both agents and customers the ability to communicate in any medium they want, as well as switch between them on the fly. A customer may, for example, initiate a voice call, talk to an agent, and then decide to continue the conversation via chat. IVR-driven scenarios make that possible by handling the process and flow of each interaction.
Our IVR solutions can perform automated activities, such as updating CRM or sending follow-up emails to customers at any specified time after an interaction has been completed. We call this type of activity a workflow. Workflows take action upon agent disposition, and the type of follow-up sent to the customer depends on the type of disposition that was set. This capability extends the abilities of a scenario, to long after the agent or customer have disconnected.
We are happy to answer questions and discuss specific workflows and requirements on a live presentation online or set up a pilot project to trial the solution without paying any license fees