Playback gives a guide to transfer calls to recorded audio. Also known as Interactive Voice Response (IVR), such frameworks are typically used to service high call volumes, reduce costs and enhance the client experience. Examples of typical IVR applications are telephone banking, tele-voting, and credit card services and can likewise be used to extend the business hours to 24X7 operations. The use of IVR and voice automation allows callers’ queries to be resolved. If the caller does not find any information, or requires further help, the call is often transferred to an operator. This makes for a more efficient system in which agents have more time to deal with complex issues and do not handle basic inquiries obliging yes-no responses or obtaining customer details.
Thus IVR enables customer prioritization. In a system whereby individual customers may have a different status, the service automatically prioritizes the individual’s call and moves customers to the front of a specific queue.
Call centers use IVR systems to identify and distinguish callers. The ability to identify customers allows services to be adjusted according to the client profile. The caller can be given the choice of waiting in a queue, picking an automated service, or requesting for a call-back. The system may obtain caller line identification (CLI) data from the network to help identify or confirm the caller.
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