Interactive Voice Response (IVR)

IVR: an essential tool

How can a custom IVR solution from Telvista improve your business?

Reduce the length of calls made to live agents. Eliminate agent time from passwords, account status, customer identity confirmation, routing customers based on their entitlement to services, and much more.

Improve customer opinion of products or service. Customer calls provide your company data every day that can help make your business more effective, more profitable, and more customerfriendly. In many applications, post-call surveys can be far more accurate at a much lower price than traditional market research. Telvista can help you ask the right questions and design a program that provides information you can use.

Reduce customer churn. Our real-time survey tools can provide you with realtime actionable data, including reasons why customers are leaving you. Telvista can organize the data so that your company can take appropriate action.

Reduce the hours your call center needs to stay open. Automating your routine processes can let you offer substantial service when live agents are not available.

Deflect calls from live agents. Spend more time helping people who really have unique issues - without destroying customer satisfaction or increasing your overall service costs.

Improve customers’ direct access to their information. By giving your customers fast answers to routine questions, and easy access to information they want, your IVR can improve the customer experience. Automated account balances, prescription refills, and airline checkin are just a few examples of routine services that customers prefer to receive without waiting for a live agent. By shortening calls and automating routine tasks, you can reduce overall service costs & actually give better service to the customers who need help.

Affordable, tailored solutions

Telvista delivers a hand-in-hand partnership, focusing our expertise and friendly guidance to design and constantly improve your solution. We offer personal attention plus access to an enterprise-class solution.

Many small startups can provide voicemail or basic call routing, but cannot accommodate more complex needs. And large providers require their clients to spend $25,000 to $35,000 with them – per month! Telvista offers a boutique IVR solution –the robust enterprise-class features and flexibility you need, without the enterprise-class costs.

Experience the difference

Let one of our friendly experts customize a solution to fit your needs. Call Telvista today at 1-800-563-9699. Or visit us online at www.telvista.com.

Case Study: Medical Devices

For a medical device manufacturer, a custom Telvista IVR reduced the number of calls reaching a live agent by 89%. While making it easy for customers to access a live agent, the IVR has also demonstrated that the customers don’t want to talk to a human being. Customers simply listen to informational recordings, find what they’re looking for, then hang up.

Solution. Information available in this IVR solution includes:

  • Where-to-purchase information for a wide range of products
  • Store locator
  • Assistance/instructions for using a wide range of products
  • Warranty information
  • Equipment calibration & care info
  • Troubleshooting tips

    • Advanced web-based reporting has enabled Telvista and the client to enhance and improve the solution over time based on customer usage patterns.

    Case Study: Retail

    For a global convenience retailer, Telvista implemented an IVR to gradually automate a complete store support program. The retailer wanted to reduce labor costs, consolidate into a single CRM solution, and improve call center effectiveness.

    Solution. Telvista analyzed the client’s workflow and call arrival patterns. To maximize efficiency, Telvista designed a blend of IVR, custom CRM, and liveagent solutions.

    Results. The Telvista solution steadily reduced the number of calls handled by 8% per month for 12 months. Labor costs during the same 12-month period were cut by 25% during a period when the client was opening new stores and increasing demand for store support services.

    By increasing the client’s IVR transactions and reducing the number of live-agent calls, the client saved an additional 25% per case creation.

    Providing these additional access points to information also reduced wait times. As a result, the percentage of abandoned calls fell to less than 50% of goal.

    The number of process steps an agent required to handle the remaining calls also dropped, producing incremental time savings and efficiency improvements throughout the operation.

    Other Industries Served

    Telvista has implemented a variety of IVR Post-Call surveys for companies in other industries, including energy, retail, telecom, travel, and financial services.

    According to Contact Center World, Telvista ranks in the top 10 inbound outsourcers by the volume of calls handled by automated technology, and in the top 5 most automated calls in blended service offerings.