PIVR (Interactive Voice Response)

PIVR application uses pre-recorded voice prompts and menus for presenting information and options to callers & touch-tone telephone keypad entry will gather the responses.

It enable users to retrieve information including bank balances, flight schedules, product details, order status, movie show times, and more from any telephone. Organizations are increasingly turning to IVR to reduce the cost of common sales, service, collections, inquiry and support calls to and from their company.

PIVR Application offers multiple functional blocks :

  • Caller Authentication & Status announcement
  • CLID Based and Skilled based Call Routing
  • Surveys
  • Database Integration
  • Feedback Collection & Survey
  • Bank balance and more...

  • Deploying PIVR will enable users to greet the callers 24/7 all 365 days. Caller will be greeted and serviced even on non-working hrs.
  • Welcome prompts and functionality of PIVR can be customized depending on Date, Day & Time of Day.
  • Playing Welcome Prompt
  • PIVR offers Multi-level & Multi-option call flow designed & customized as per the Customer requirement.
  • Integrations with Database, SMS or Email is offered to provide advance functionality.
  • PIVR offers call routing depend on Agents Skills or incoming call CLID.
  • PIVR can collect information about caller╬Ú╬¸s needs and depending on their IVR input processes it appropriately.

  • Increase professionalism:
    • IVR system to greet your customers in a very professional manner.
    • IVR significantly increases first contact resolution by promptly addressing callers every time and directing them to appropriate contact point.
  • Increase customer service efficiency:
    • Caller gets opportunities to select desired service options, depending on selected options incoming call lands on relevant person.
    • IVR are more proficient at solving specific problems and meeting specific needs of the customers.
    • Caller can retrieve most of information with self-service approach rather than depending on Human assistance.
  • Increase in company efficiency & Productivity:
    • Depending on options selected by callers incoming call lands on relevant person.
    • Improving efficiency of people by providing more recourses as and when required.
    • Identifying gray areas so that corrective action can be taken
  • Analysis & Reporting :
    • It logs callers every choice over IVR flow, based on which analysis report will be available
  • Customize operation:
    • Customize IVR flow can be designed as per client's requirement.
    • Integration with Database will enhance the functionality of IVR
    • Integration with Email or SMS gateways will offer real-time intimation mechanism.


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