From an IVR system in the physical space of your office to a cloud-based IVR solution, technology has made massive improvements. Today, many companies, small and large, have incorporated cloud-based IVR systems into their business.
If you are looking to change your business communication techniques, then cloud IVR can be the solution for you. By working with the best IVR service provider, you can transform and streamline your business communication with the help of cloud IVR systems. Let’s find out more!
What is Cloud-Based IVR?
Firstly, IVR stands for Interactive Voice Response, and it helps you automate the first touchpoint when a customer calls your business. An IVR consists of a recorded message that provides a menu to the customer in a linear flow.
Each option in the menu is assigned a number. To proceed to the next step, the customer has to listen to the menu and press the number on their device’s keypad that matches the option.
In the cloud-based IVR solution, the entire IVR system is set up and hosted on the cloud. This type of IVR is much better than setting it up inside an office, and it has numerous benefits that can help you transform your business.
Benefits of Cloud IVR
- Lower Costs
An IVR solution in itself is cost-effective, as it removes the necessity of hiring an entire workforce of receptionists and agents to pick calls and route them to the relevant staff member.
Cloud IVR further reduces your costs as you do not have to invest in physical infrastructure. Furthermore, with no equipment in your office, the subsequent maintenance costs are also reduced. The only money you pay will go towards subscription charges of the best IVR service provider for hosting your IVR system on the cloud.
Cloud IVR makes it easy for you to scale or expand your services and take your business to a higher level. Since there is no physical equipment and everything is on the cloud, scalability is easy and quick with cloud IVR.
- Reduced Downtime
24×7 availability is necessary in business communication today. In such a critical area, downtime can really damage your business. Nobody likes system downtime, and cloud-based IVR ensures that you never have to face it.
As cloud IVR systems are equipped with redundant servers and backup solutions, the downtime is drastically reduced or even eliminated. Hence, even if a server goes down, cloud IVR continues to run with the help of backup servers.
- Actionable Insights and Analytics
Another benefit of cloud-based IVR is that it analyzes and monitors the call performance and provides actionable insights. Using data-rich reports, you can make more informed decisions, enhance the performance of your business and employees, ensure a free-flowing sales pipeline, and avoid any congestions or blocks in it.
A few business owners and managers feel that they can only control the menus, processes, and equipment of on-premises IVR solutions and not cloud IVR. But the truth is that you have total control even over cloud IVRs. After all, it is your business.
In cloud IVR, you can control what the customer hears and in which order the options are given by customizing the menu. Apart from the top levels, you can even customize the sub-categories or sub-levels in the menu.
Furthermore, you can personalize the call through welcome greetings that use the customer’s name or by predicting their needs using previous interaction history. This feature reduces the time a customer has to spend waiting for their query in your menu.
A cloud-based IVR solution can go a long way in transforming and enhancing your business communications. Through better performance, cloud IVRs help you generate more leads that your team can convert into sales.
But, when you are looking for the best IVR service provider to deliver and host your IVR system, ensure that they are cost-effective and offer 24×7 support.