IVR and PBX Services

With the intention of providing ultimate customer satisfaction Lexprosoft Technologies Pvt. Ltd. has come up with the idea of Interactive Voice Response (IVR) system which simply means not waiting on the line and instead talking to someone to resolve your query. We are giving you an IVR system that will respond to your voice or queries and reply without any interruption. IVR is a powerful system that allows companies to turn their vision of an interactive call flow into reality.

The idea of IVR Services is often misunderstood that only a big company needs a big system like IVR, but it can be used in Cable TV companies, Banking Institutions, Financial Services, Order Entry Services, Utility Companies, Health Care Industries, Municipalities and Local Governments, Telecommunications Companies, Information Provider Companies, Human Resource Departments, Outbound Telemarketing Companies and so on and so forth.

Advantages of IVR

IVR provides the followings advantages:

•  Save time and money: The foremost advantage of IVR services for any kind of business is to save time and money. When huge numbers of calls have to be answered at the same time, it normally takes a lot of employees to handle those calls, which includes more time and money. IVR makes it easy for the callers as well as for employees to help customers by answering the most frequently asked questions that an organization receives. If the customer’s query is resolved by the IVR then other employees can concentrate on more important prospects.

• Customer Satisfaction: The customer spends a much shorter time to resolve his query and have a satisfactory perception of the company. This gives the company a satisfied customer.

• 24/7 secured support line: Think of a situation where customer needs important information and nobody is there to take care of the customer’s issue. Think once again of the same situation where the office is closed and the customer interacts with an IVR and gets his answer on the IVR itself and, if not, the IVR itself transfers him to a different number, and the customer gets someone to answer or resolve issues. So IVR can provide a 24/7 secured support line.

• Efficiency: Comprising all the above mentioned benefits even a small organization can get the appearance of a bigger company and thus enhance efficiency in the competitive market.

Key Features of IVR:

• Calling Features:

1. Automated Attendant: It refers to the menu options that callers are presented with when they first call your company.
2. Call Forwarding: IVR services can forward all the calls that are coming in to a specific extension, to voicemail and even to your cell phone, if needed, when you are not in the office.
3. Call Transfer: You can accept an incoming call and if needed can be transferred to another extension, transfer being of four kinds :

Supervised transfer (place the caller on hold and talk to a different extension user by dialing him, and then transfer the call to that extension)
Blind transfer (place the caller on hold and then connect him directly to the extension user without communicating to the extension user)
Voicemail Transfer (place the caller on hold and connect him to the voicemail system of a specific extension)
Call-Redirect (place the caller on hold and then transfer him to a different person, may be a cell phone but not an extension)
Call Return: It helps to dial back the person who left a message for you on the same phone number.
Follow Me/Find Me: It allows you to set additional extensions to try when the primary extension is not answered.

• Answering Features:

  Call Announcement: It gives you the facility to listen to name and ph. number of the caller, and even record a small voice message for the caller to listen to before communicating.
  Call Pickup: This allows other users to pickup calls from their desk without running across the office or room to pickup a colleagues phone.
  Call screening: It lets you know the exact caller. The caller’s name is recorded and played to the receiver for confirmation.
  Call Block: Its gives you the option to block a specific number or numbers of an area with a specific area code.
  Do Not Disturb: It is a very useful time saving feature that takes priority over the other greeting and call forwarding messages and directly send the caller to the unavailable message when you are busy.
  After-Hours Greeting/Day-Night Mode: This feature helps to deliver the after-hour greetings especially when the business is closed or on weekends and sends the caller to the voicemail.
  Ring Groups: When the call flow is higher than the receptionist can handle, another group of staff, known as Ring Groups, starts picking up the calls.
  Call parking: It allows you to place a call on hold and then pick up the same call from any extension where transferring the call is not sufficient. After that, it will repeat an extension number back to you and reach another phone extension. You can press that extension number to continue to handle the call.

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