Interactive Voice Response (IVR)

The optional IVR functionality of CNT Call Manager enables intuitive and targeted call management. Callers are accurately directed to the desired departments or contacts via voice input or keypad selection, reducing wait times and making communication more efficient.

Thanks to a flexible, multi-level menu structure, the IVR can be customized to define specific call paths. Callers can be directed to important information or responsible parties. Additionally, features such as obtaining consent for call recording or participating in surveys can be integrated to meet legal requirements and gather valuable feedback for continuous improvement of service quality.

Moreover, the IVR offers automated options for self-service tasks such as appointment bookings or information requests. This relieves agents, saves resources, and allows callers to resolve simple issues immediately – an efficient solution that enhances both customer satisfaction and productivity.

Another advantage is the high error tolerance and the option for correction. If an input is not correctly recognized or understood, the IVR provides options to repeat or correct, ensuring that callers reach their destination without interruptions. This improves the user experience and ensures smooth call handling.

With flexible scripts, your IVR can be precisely tailored to meet your specific needs. You can create custom workflows and seamlessly integrate the IVR into your existing systems, optimizing processes, increasing efficiency, and enhancing customer satisfaction in a sustainable way.

CNT Call Manager’s IVR utilizes artificial intelligence to provide an exceptionally comfortable and intuitive user experience. Callers can easily navigate complex menus using their voice – without the need for manual input. The AI-powered speech recognition processes commands, understands synonyms, and offers high error tolerance, including correction options. Supporting multiple languages and recognizing similar or rhyming terms, the IVR is highly versatile. This accessible solution is especially beneficial for individuals with visual impairments or those in challenging environments, helping them access essential functions with ease.

With CNT Call Manager, you can seamlessly integrate your CRM system with call management to create personalized and efficient processes. Caller data, such as name or customer number, is automatically recognized, allowing for tailored menu options to be offered. This personalized user experience enhances satisfaction, reduces wait times, and boosts efficiency in call handling.

Additionally, user preferences can be stored, ensuring that relevant options are automatically displayed during future calls. This minimizes manual input and improves overall call duration. The integration facilitates smooth data exchange between the IVR and the CRM, enabling real-time updates and documentation while agents have immediate access to key customer information. This level of personalization creates a customized caller experience, significantly improving both the efficiency and quality of customer service.