Outbound IVR is a technology for delivering automated, phone-based outbound communications. Calls can range from personalized, event-triggered notifications and two-way interactions to broadcast messages to hundreds or even thousands of customers. Outbound IVR can utilize static, recorded messages or dynamic, speech-enabled dialogs with the ability to transfer callers to an agent, record call callers voice etc..
Outbound IVR offers advantages for businesses of all sizes and across verticals, including financial services, healthcare, government, utilities and education.
The use of IVR and voice automation enables a company to improve its customer service and lower its costs, due to the fact that callers’ queries can be resolved without the cost of a live agent who, in turn, can be directed to deal with specific areas of the service. If the caller does not find the information they need, or require further assistance, the call is then transferred to an agent who can deal with them directly through CTI integration.
This makes for a more efficient system in which agents have more time to deal with complex interactions, for example, customer retention, up selling, cross selling and issue resolution. This way, the customer is more likely to be satisfied with a personalized service and the interaction is likely to be more fulfilling and rewarding for the agent, as opposed to dealing with basic inquiries that require yes/no responses, such as obtaining customer details. Employee satisfaction is important in any industry due to the fast turnover of staff, IVR is therefore one way of retaining a workforce and allowing them to do a more effective job.