IVR

Overview

Interactive Voice Response (IVR) is a technology designed to help your business interact simultaneously with multiple callers, using an automated system to obtain information and feedback from these callers, and assist them in resolving their enquiries in turn. Callers may interact with an IVR system through touch-tone keypad selection, and such systems may also be configured with voice recognition so that callers may interact with it through voice input.

Lantone Systems offers a host of Interactive Voice Response (IVR) solutions pertaining to:

Auto attendant functions – redirecting calls, providing preset responses, reception related work
Disaster recovery
Surveying
Reminder systems
Status updates and checks

To a great extent, IVR solutions can replace most to all work done by people at a much lower cost with add-on benefits. It is easily at least 200% more expensive to have a live agent handle a call than an IVR system. It typically costs US$1 or less for an IVR interaction versus US$5-US$7 for an agent.

Our IVR systems are suitable for handling applications that involves high call volumes, e.g. customer service enquiries and telephone banking, at lower costs while still maintaining favorable customer experiences. Our IVR systems are also essential for rerouting callers to call agents who are available or best suited to address their needs, and can come with various features that will greatly facilitate the communication between your business and your customers.

Features

IVR solutions are not only limited to an auto attendant function but it can be used for a variety of other purposes such as disaster recovery, surveying, reminder systems, status updates and checks. Check out the integral features below

Hosted IVR

Our IVR solutions are cloud-based and have the ability to handle virtual and geographically dispersed locations, circumventing the need for on-premise hardware and subsequently eliminating costly setups or maintenance. Our solutions also allow customers to adopt new features rapidly without additional license fees and internal/external upgrade charges.

Auto Attendant

Automatically routes calls to the relevant agents or departments, and cuts down on the number of personnel needed to manage telephony related tasks, such as answering calls, redirecting calls, message taking and feedback follow up etc.

Constant Customer
Service (24/7)

Provide 24/7 services to your customers by automatically routing calls to distributed call centers around the world. Calls can be routed depending on resource availability, cost-per-call or operating hours in different regions. Frequently used on demand services such as FAQ, forms request, opening hours etc are handled efficiently by the IVR Self-Service application suite, allowing customer service advisors to concentrate on delivering value-added services.

Intelligent Voice Recognition

Our IVR Survey systems are equipped with Intelligent Voice Recognition capability which listens to customer responses, understands the feedback and then takes the appropriate action.

Click-to-Call

A Click-to-Call feature can be installed on your website. If your agents are too busy to attend to a caller promptly, customers can make use of the Click-to-Call feature, at no cost, to request a ‘call back’ once an agent is available.

Survey System

Present automated interactive surveys to your callers to collect their feedback, so as to obtain critical and valuable data to improve your customer service.

Reminder System

With built-in components such as Appointment Reminder and Bill Reminder, employees can follow up with clients promptly on issues such as scheduling of appointments, bill payments etc. The Deadline Reminder built-in component can be used internally to promptly remind employees of recurring tasks, resulting in increased overall productivity.

Real Time Inventory Management

Use the IVR system to update the inventory database by simply calling or sending an SMS. Delivery status can be updated by dialing in to the IVR system and if required, report any unusual situations or problems. Off-site sales staffs are able make real time enquiry on stock levels, replenishment lead time so that a realistic delivery date can be promised to a customer.

Real Time Order Status

Provide your partners with IVR self-service application to check on order status and plan forward for incoming supplies.

Virtual Information Desk

Using our Virtual Information IVR solution, users are able to access private and confidential personal information, such as medical or examination results in a no-pressure environment. If required, users are able to access the service several times a day without additional overhead/costs.

Auto Notification

Deliver real-time notifications, using pre-determined protocols, to selected groups of people located anywhere around the world, via voice, email, text message or fax.

Business Continuity and Disaster Recovery

All our Cloud solutions come with a standard Disaster Recovery package which guarantees a seamless system switch over, in case of a network outage. Our data center is secured and monitored round the clock. Our resilient infrastructure uses the most up-to-date equipments to support the network to ensure that your business has uninterrupted service 24/7.In case of an unforeseen situation, our IVR system will immediately send out urgent notifications to designated individuals to take actions.

Custom IVR Application

A customized IVR application can be designed according to the specific needs of your company. We have a large in-house pool of expertise to develop complex IVR solutions for a wide range of industries.

Investments in Interactive Voice Response (IVR) applications have increased substantially in the past a few years, with companies large and small implementing a broad spectrum of applications designed to deliver higher efficiencies at a proportionate cost.

Feeling Convinced?

To find out more about our Interactive Voice Response solutions, please visit our external webpage at www.ivr.com.sg and we will gladly take up the task of expanding your organization’s telephony horizons.

The benefits:

Easy to set up

With more progressive IVR technologies, all that is required is an internet connection and a browser. Your IVR system can be set up within a short duration and you can use pre-recorded messages to expedite the setup process.

Automated customer support

IVR systems provide your customers with the option of helping themselves. In majority of cases, clients can use the IVR system to solve their own problems and obtain relevant information without speaking to an agent, potentially saving your agents the need to spend valuable time on assisting them personally.

Reduce transfer errors

IVR systems are designed to obtain information about your callers’ needs, and then route them accordingly to the appropriate department or agent for their requests, significantly reducing the likelihood of erroneous transfers.

Improve your professionalism

You can use an IVR system to improve the professionalism of your company. The IVR system will greet your customers professionally and you can use the IVR system to make it look like your company has more departments and employees than you actually have.

Cost effective

Implementing an IVR system negates the need to keep agents on call on a constant basis, and thus helps to reduce manpower costs. With cloud-based technology, there are no costly setup costs or maintenance costs, no installation of expensive hardware or software. IVR systems come at very affordable prices, and any company can afford to install a suitable one, regardless of their size or budget.

Increase revenue

When customer service increases and agent efficiency increases, the results are simple. You have more satisfied customers who will be more likely to buy your products or services.

Customer friendly

Customers are used to interacting with an IVR system. When you limit the number of prompts, they will be immediately directed to an agent who is most qualified to address their issues or concerns.

Give your customers a personalized experience

With an IVR system, you can record customized greetings, messages and prompts. You can record as many greetings as you would like, so customers have a unique and personalized experience each time they call.

Prioritize calls based on value

IVR systems can be configured to prioritize calls based on value, ensuring that you will never lose high-value callers to long waiting times or unsatisfactory customer service again. The IVR system achieves this by routing them to the most qualified agents, or otherwise to the head of the waiting queue.

Increase customer service, agent and company efficiency

IVR systems allow agents to be more proficient at meeting the specific needs of the callers that are routed to them. With an IVR system, your agents will be less likely to place calls on hold, call a manager for help or transfer the call to another agent with more experience. This results in a significant increase in customer service, agent and company efficiency.

Handle heavy call volumes with ease

IVR systems are especially useful if you need to handle large numbers of incoming calls on a regular basis. IVR systems can automatically direct callers to the relevant agent or department, place them in a waiting queue for later service, or give them the option of receiving a callback from an agent at a later time.

IVRs systems are smart investments with the potential to generate a huge Return on Investment (ROI). If your company does not have an IVR system or would like to migrate to a more effective or cost-sensitive solution, do talk to our representatives to have a further discussion on your needs and requirements.

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Category : Telecommunications

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Client Testimonials

What Our Clients Say

To reach out to our customers, we needed to establish a call centre and telephony system. Lantone Systems deployed their solution quickly and cost-effectively, and their work has remained critical to AsiaMedic’s operations to this day.”

AsiaMedic Ltd

Lantone Systems Pte Ltd were engaged as our IT Systems Service Managers from 2015 to present date. They provided support for the enforcement for our IT infrastructure and our telephone systems. During the above period, the service and support provided by Lantone Systems was timely, rational and well explained. Lantone’s approach to IT issues were systematic & thorough.

Straits Law Practice LLC,

Lantone acts like our in-house IT department. Being our out-sourced IT, they understand the needs and structure of our business. Lantone provides excellent IT service and are always accessible on the phone, regardless of the situation. Not only do their consultants do an excellent job with ongoing IT maintenance and support, they’ve also been great about taking on extra assignments and helping us explore better IT solutions. We recently relocated and Lantone handled the relocation of our server room equipment and working computers smoothly. We have been a happy client of Lantone for the past six years and plan on staying with them for a very long time.

Loomis Sayles Investments Asia Pte Ltd,

FocalScope’s design makes it easy to carry out reporting and quality control, a testament to Lantone Systems’ expertise. With FocalScope, we are able to access relevant data and make the necessary changes to our marketing campaigns with ease.

Starhub Ltd,

Lantone Systems were methodical in their analysis of our IT and communications systems, and delivered solutions that effectively addressed our needs and requirements, while offering excellent value for money.

Tito Isaac & Co LLP,

Lantone Systems went the extra mile to deliver the perfect solution for our business needs. They made it possible for us to offer our customers an easily accessible and customizable email marketing service. Lantone has not just been an IT vendor, but a crucial part of our success story.

Agape Connecting People Pte Ltd,

With innovation as the backbone towards creating sustainable differentiation, Lantone Systems has enabled Travel Cue to put in place robust and scalable solutions to support its business growth. More than just being an IT supplier, Lantone has been an integral part in the growth story of Travel Cue.

Connect Group Pte Ltd,

When we looked into connecting our branch offices through a cloud-based telephony system, we faced multiple obstacles that made this unfeasible. But Lantone Systems implemented a hybrid deployment of their FocalScope system that overcame those obstacles, and fully addressed our business communications needs at the same time.

D-Link International Pte Ltd,

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Block 10 Ubi Crescent, Unit 02-70,
Lobby D Ubi Techpark, Singapore 408564
Tel: +65 6227 1149
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IVR