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Category Archives: IVR System

Interactive Voice Response System: Conventional Yet Super Powerful Tool!

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Interactive Voice Response System

What are IVRs?

IVRs are systems that talk to people using recorded voices and keypad input signals, for communication purposes in a phone call scenario specifically aimed at managing calls efficiently by collecting data or feedback and then directing callers or completing tasks based on their inputs. 

Interactive Voice Response (IVRs) while simple, in design and functionality, are effective tools that can be used for a wide range of purposes.

IVRS can offer information and guidance to callers based on their unique information covering balance information, updates, order statuses, and answers to common questions.

Best fit industries for adapting IVRs:

  • Telecommunication
  • Banking & Finance 
  • Healthcare 
  • Retail 
  • Customer Service

These systems offer organizations an effective means to manage high call volumes cut down wait times and provide customers with round-the-clock self-service capabilities. 

How IVR Systems are Converting Ordinary Calls into Meaningful Conversations:

Advanced IVR is enhancing the calling experience by incorporating personalization features that cater to callers’ needs and preferences. By using phone numbers or account details to identify callers upon connection IVRs can offer personalized greetings and menu selections tailored to each caller’s unique profile. 

How Contact Center Leveraging IVRS?

Just imagine, your customers are calling a platform which is capable of addressing them with their name and and unique identification number, alongside assisting them with their preferences and selection on the menu. 

Moreover, IVRs can now connect with CRM systems giving them access to, in-depth customer information and past interactions. – Isn’t it amazing?

IVR System by Elision

Top Applications of Interactive Voice Response (IVS) Systems

  •  Assisting Customers:

Automated phone systems are vital, for improving customer service and support processes by handling queries and requests efficiently to manage high call traffic effectively for businesses alike.

Customer inquiries related to information access account balances checking order status tracking and resolving problems can be self-serviced without the need to wait for a live representative. This method of self-assistance lowers wait times. Enhances the satisfaction levels of customers overall. 

  • Business & Advertising:

IVRs play vital role in sales and marketing if used effectively. Lead generation and promoting products through inbound or outbound calls. Moreover, this tool can be leveraged to reach to prospects with personalized messaging and promotions. Cross-selling and upselling would be always cherry on the cake.

  • Surveys and Feedback Requests:

Brands are being made with good reputations and genuine feedback, Feedback during live calls and converting them into actionable insights, can do wonders. Comprehensive surveys and feedback mechanisms shall be aligned to capture short-tailed or long-tailed responses or feedback, and that too without utilizing much time of your customers. 

  • Setting Up Appointments:

Setting up appointments using a handy mechanism is a need of time. Customers are always very sceptical about booking meetings or appointments. This works as a self-sustained system without burdening employees with appointment schedule hassles.

Healthcare and automotive industries have been leveraging this since long ago. Many other industries have started using it with sophisticated response mechanisms. 

  • Payment Authentication Fraud Prevention:

IVRs provide an easy way for customers to process payments securely by connecting with payment gateways. They enable customers to pay via phone using various methods like credit cards or debit cards which is helpful for businesses needing regular payments such, as utilities or subscription services.  At the same time, users can block their cards with simple input and authentication in case of fraud.

  • Assistance, for Customers and Support Service

The introduction of Interactive Voice Response (IVRs) has transformed the approach companies take in managing customer service and support tasks. IVRs facilitate, round-the-clock availability, self-service capabilities call direction and tailored interactions by automating different elements of the customer service workflow.

A major benefit of IVRs in customer service is their availability 24/7; customers can reach out at any hour. Get help without being restricted by office hours. This accessibility is essential, in today’s paced world where customers anticipate quick and convenient assistance. 

Moreover, Interactive voice response systems (IVRs) allow for customized customer interactions by using information and preferences from customers. By connecting with customer relationship management (CRM) systems or databases IVRs can retrieve customer details.

Offer personalized greetings, customized promotions or suggestions based on previous interactions or buying patterns. This customization improves customer happiness. Encourages loyalty by demonstrating appreciation and comprehension, towards customers. 

  • Advertising & Promotion:

Utilizing IVRS technology enables businesses to simplify the process of qualifying leads and offering product or service details efficiently while also suggesting products or services and providing tailored promotions to customers. 

  • Lead Qualification Process:

This automated phone system can be set up to inquire about details, from potential leads by asking them a set of questions to understand their requirements and qualifications better.  

  • Product and Service Details:

IVRs can act as virtual product guides by providing callers with details about a business offerings. They allow customers to explore menu choices and hear descriptions of products or services along with pricing information.

They can even make purchases using the IVR system directly. This automated approach improves the customer journey by giving access to information and minimizing the necessity for human involvement, in everyday queries. 

  • Cross Selling & Upselling:

Analyzing customer information and previous purchases allows IVRs to offer tailored recommendations for upselling or cross-selling during phone calls.

A customer calling about a product may receive suggestions for related items or upgrades based on their preferences and buying history. This customized strategy improves the customer experience and boosts revenue opportunities, for the company. 

  • Special Offers and Promotions:

IVR systems can be leveraged to deliver personalized special offers, discounts, or promotions to callers. Based on customer segmentation and purchase history, businesses can design targeted campaigns and present exclusive offers through the IVR system. This not only incentivizes customers to make purchases but also fosters brand loyalty and customer retention.

Prime Benefits of IVR Systems

IVR systems offer numerous benefits to businesses across various industries, from cost savings and operational efficiencies to improved customer experience and valuable data collection.

  • Cost Savings and Operational Efficiencies
  • 24/7 Access Point and Availability
  • Customer Routing at Ease
  • For Finance & Banking Service Options
  • Fraud Prevention & Authentication
  • Improved Customer Experience
  • Valuable Data Collection and Analysis
  • Cost Savings and Operational Efficiencies
  • Consent Capturer and Feedback

IVR Trends and Future Outlook

The future of IVR systems is being shaped by several emerging trends, including the integration of AI and machine learning (ML), the rise of conversational IVRs, the demand for omnichannel experiences, 

  • Conversational IVRs:

Traditional IVRs with rigid menu structures are giving way to conversational IVRs that mimic human-like dialogues. Conversational IVRs can engage in back-and-forth exchanges, making interactions feel more natural and less robotic. Know More!

  • Omnichannel Integration:

As customers increasingly demand seamless experiences across multiple channels, IVR systems are evolving to support omnichannel integration. This means that customers can initiate interactions through one channel (e.g., voice) and seamlessly transition to another (e.g., chat or email) without losing context or having to repeat information. Book a free demo to know how it works!

  • Cloud and Hosted Solutions:

The adoption of cloud-based and hosted IVR solutions is on the rise, offering businesses greater flexibility, scalability, and cost-effectiveness. Cloud-based IVRs eliminate the need for on-premises hardware and infrastructure, allowing for faster deployment, easier maintenance, and pay-as-you-go pricing models.

  • Advanced Analytics:

IVR systems are becoming more data-driven, with advanced analytics capabilities that provide valuable insights into customer behavior, preferences, and pain points. By analyzing call data, speech patterns, and customer interactions, businesses can identify areas for improvement, optimize their IVR flows, and make data-driven decisions to enhance the customer experience.

Conclusion:

IVR systems have revolutionized the way businesses communicate with their customers, transforming simple phone calls into meaningful conversations. By embracing this technology, companies can unlock new opportunities for efficiency, customer engagement, and data-driven decision-making, ultimately driving growth and success in an increasingly competitive market. 

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How to Improve Customer Service After-Hours with Conversational IVRS?

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Conversational IVRS

Even after business hours, customers still expect prompt assistance. This is where after-hours customer service comes in to save you from losing customer’s trust and loyalty. 

To address this requirement, companies are increasingly turning to Conversational IVRS. A 24/7 customer service system has an occupancy or customer engagement rate of 98% and the ones without this service have an occupancy rate of only 30%. This signifies the importance of being there when your customer needs you, which increases the chances of reciprocating your patronage. 

Companies today are using Conversational Interactive Voice Response Systems (IVRS) to automate customer-company interactions, especially when they don’t have the resources to employ live agents for the task. 

What follows is a guide on how to use conversational IVRS to improve customer experience and satisfaction.

Why After-Hours Customer Service is Important?

After-hours customer service is an essential link to achieving customer satisfaction as it helps businesses meet customer expectations by providing instant support. 

An effective after-hours conversational IVR systems; 

  • Improve Sales Conversions: Every time a customer connects with your organization it’s a possible opportunity to make a sale. After solving the customer’s issue, it’s a chance to make sales.

  • Foster Customer Loyalty: 24/7 availability demonstrates your commitment to customer care. It convinces them that you are prioritizing their needs, which means the customers will stick with your brand.

  • Customer Retention: The customer acquisition cost (CAC) of a company without a customer service wing is higher than those that have one. Setting up a customer service system means a reduced churn rate. This is important because over 80% of the sales revenue comes from existing customers rather than the new customers who account only for 20% of the sales.

The Link Between IVRS and Customer Satisfaction

100% customer satisfaction is one of the primary goals of every organization. A portal to deliver enhanced service, an IVRS can play a key role in improving customer experience. However, a traditional IVRS system often falls short in terms of personal and satisfying experiences, especially during after-hours.

An IVRS system is beneficial for customer satisfaction as it can reduce wait times and have faster call routing. This ensures all queries are addressed promptly, with escalations directed to available agents and estimated wait times communicated for transparency. 

Moreover, an IVRS with natural language processing and artificial intelligence can understand customer queries shared in their language rather than dealing with pre-recorded menus. 

From answering all sorts of FAQs to personalizing the support system according to requirements, an IVR system can facilitate a smooth and interactive experience. 

What is After Hours Conversational IVRS?

A Conversational IVRS interacts with customers in a natural language over the call. It allows customers to speak freely and share their concerns as the system can understand natural language and has artificial intelligence. 

As a result, it provides a human touch to customer services and creates an intuitive experience. In addition to this, a conversational IVRS provides faster and more accurate responses while reducing misrouting and wait times. 

For an organization, a smart IVRS can free up agents to take care of more complex queries, and reduce call volumes, leading to reduced costs and better customer satisfaction. 

Here’s how it works;

  1. Listening and Comprehending: Conversational IVRS accepts the call and listens to the customers while comprehending the input.

  2. Response Formation: Based on the input, the IVRS, using AI and NLP will formulate a response.

  3. Offering the Response: Using Natural Language Generation (NLG), the IVRS system will share the requisite information with the customers in a language they can understand. 

Benefits of Conversational IVRS for Customers and Organizations

A conversational IVRS engages customers in natural language conversations, sharing information they need without any significant delays. As a result, the customers are satisfied with the services and stay loyal to the company. 

  • Quick Resolutions: With access to a comprehensive knowledge base of product information and company policies the IVRS can answer maximum questions from customers increasing First Call Resolution (FCR) and improving the Net Promoter Score (NPS).

  • Automation of Routine Tasks: With programmable automation in IVRS, it’s easier to delegate routine tasks to the machine, while the human workforce focuses on innovation and growth.

  • Personalized Customer Support: Customers can ditch the complex menu selection and get personalized support through a conversational IVRS, increasing query resolution call rerouting to an expert.

  • Creates an Efficient Customer Service System: An NLP-based IVRS can quickly identify customer’s needs and provide personalized information, effectively reducing response time and increasing overall efficiency.

  • Saves Costs: By reducing the number of human resources required to handle customer queries, a conversational IVRS can reduce staffing costs. An IVRS shares the information customers need in one single call, reducing recurrent calls and saving company resources. 

Conversational IVRS in Action – Real-Life Use Cases

Several Indian companies are using a conversational IVR system to handle customer queries. Here are a few examples:

  • The popular airline wanted to make every traveler feel welcomed and well taken care of in their journey. Revamping their old IVR system, Delta Airlines brought in a conversational IVR system to provide personalized information and proactive alerts to the customers. As a result, the number of customers requesting a specialist increased by 10% and the system was able to capture caller intent for 75% of calls.

  • The popular Pizzeria brought in a conversational IVR system to improve over the earlier standard IVR. The new system is now available in Hindi and English leading to better convenience, making ordering over the phone easier, and streamlined customer experience.

  • eCommerce giant Integrated with local dialects, variations, and colloquial terms, Flipkart’s voice assistant is making it easier to buy groceries through the online platform. 

These examples showcase diverse applications of conversational IVRS across different industries. Conversational IVR systems have wide-ranging benefits on an organization’s capacity to improve customer experience. To achieve results, focus on the implementation part of an IVR system. 

Implementing Conversational IVRS | Practical Steps and Best Practices

For successful implementation, companies should adopt a strategic approach. In addition to the technical expertise required for setting up the system, you must also identify the existing technology trends in customer service for effective implementation.

  1. Set Your Objectives: Start by answering “What do we want to achieve”? The answer will influence the implementation process and technologies. Some of the common goals include reduced waiting times, increased self-service rates, and overall leading to better customer experience.

  2. Set the Conversational Flow: Map out the expected dialogue between customers and a live agent. Bring the same conversational aspects and tonality to the IVR system matching the appropriate responses. Explore multiple conversational paths and feed the data to the IVR system. To know the flow, check past call scripts to update the systems.

  3. Choose Conversational IVRS Vendor: To choose a conversational IVRS vendor evaluate all the available ones for their features, functions, pricing models, and integration options. Choose the one with on-demand scalability, NLP capabilities, easy integration, and higher security. Also, check vendor reputation, support services, and their portfolio.

  4. Data Preparation and IVRS Training: After choosing the vendor, prepare your data to train the system. Train the IVRS system with accurate and up-to-date information on the product and services. Include troubleshooting guides, knowledge base articles, product guides, and manuals. The content should be clear and tailored according to the conversational paths.
  5. Test and Refine: Testing is crucial to ensure optimal performance and build a flawless conversation-based IVRS. Check it with diverse user groups and problems to identify the issues and improve them before deployment. 

Best Practices to Implement and Deploy a Smart IVR System

  • Phased Deployment: Roll out the system in phases to minimize disruption enabling improvements and adjustment wherever required. Begin with simple tasks and gradually increase the system’s functionalities.

  • Clearly Share Agent Availability: Share the agent available with the customers when after-hours services are running. This is to avoid any friction and ensure seamless escalation of the issue along with sharing the estimated time with the customers.

  • Personalize the Interactions: Add personalized greetings to the conversation and wherever possible, personalize the interactions. Consider using the customer’s name and using their past purchase history to personalize the interactions. This will make the customers feel valued and heard and build trust. 

Future Trends and Innovations in Conversational IVRS

  • Customer Emotion and Sentiment Analysis: IVRS systems will be able to recognize the customer’s emotional state from their voice or text and tailor the support accordingly. 

  • Omnichannel Integration: In addition to entertaining customers through calls, IVR systems can also connect and coordinate with other channels like mobile, social media, chat, email, etc. 

To Sum it Up

A conversational IVRS is pivotal to building a customer-centric support system. With capabilities like personalization, artificial intelligence, and natural language processing, a smart IVRS can significantly improve customer service operations. 

Improve customer experience with Elision omnichannel contact center solution and be available across all channels. Stay connected with your customers to increase customer engagement and loyalty. Get in touch to book a demo. 

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Elision Is Going to Participate in BPO Tech Summit 2020

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Elision Is Going to Participate in BPO Tech Summit 2020

We are glad to announce that our representatives will participate in the upcoming BPO Tech Summit 2020.

Elision Technologies Pvt. Ltd has been catering to the BPO industry with its best in the industry call center software, called, DialShree. The company has been in the industry for almost 12 years now.

To benefit participants of BPO Tech Summit 2020 with rich knowledge and experience in the BPO industry, Mr. Mehul Shah, CEO and MD of Elision Technologies Pvt. Ltd will participate in this event with other representatives of the company.

Participation of Elision is segmented into three parts as briefed below:

1. Elision CEO and MD will speak on omnichannel call center solution

Mr. Mehul Shah, CEO and MD of the company, has been working in this industry for many years. He has not only catered to the customers of the company in BPO and other similar sectors, but he has also participated in multiple expos and events. He has rich experience in this industry. He will share his experience and expertise with the participants of BPO Tech Summit 2020 in his speaking session. He is going to deliver a speech on the topic of omnichannel communication and omnichannel call center solution and he will also share some useful tips for BPOs.

2. Elision will showcase its offerings

Elision has also booked space and standees at this BPO event and it will showcase its top products, solutions, and offerings there.

3. Elision will join hands with interested professionals and companies

Elision representatives have also shown interest in joining hands with like-minded people and companies. The company is interested in partnering with other companies and professionals at BPO Tech Summit 2020 to expand its wings.

Elision is one of the silver sponsors of this event and representatives will network with participants, speakers, exhibitors, and visitors at this event. The representatives of the company have shown interest in meeting professionals and scheduling a private meeting as well. If you are going to attend this event or if you are in Bangalore, you can meet the Elision team. Below are the details of the event:

Date: 23rd January 2020

Venue: Sheraton Grand, Bangalore

The event will cover all aspects of the business to benefit participants. One can learn from industry leaders.

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Elision Furnished a Smart City in India with IT Solutions

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Elision Furnished a Smart City in India with IT Solutions

Elision is proud to announce that the company has set up major IT solutions and infrastructure in the smart city, Gurgaon.

Elision Technologies Pvt. Ltd is one of the leading IT companies. The company has been offering unified communication solutions to its customers all across the world for 12 years now. The company has announced its recent project, which is successfully completed for the government of India.

Elision has furnished one of the smart cities of India with its IT solutions and infrastructure. The smart city in India, namely, Gurgaon is furnished with secure and reliable IT solutions developed by the team Elision.

The company has integrated the following solutions in the Gurgaon smart city:

Citizens in Gurgaon can reach government facilities via different communication channels to raise their concerns or get the required information. Below is the list of communication channel furnished by Elision in this Indian smart city:

  • Call
  • Email
  • Web portal
  • Grievance app

The company has connected all different departments of Government with easily accessible channels. Citizens can reach to any department such as Fire, Municipality, Transport, Water supply, Traffic, Street light, etc.

The company had put the team in Gurgaon to install and setup complete infrastructure and different solutions to make this whole system live and running.

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Top 5 Tips to Improve Customer Experience

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Top Tips to Improve Customer Experience

Customer is the most important entity for any business. Thus, it is important to assure that your customer receives the best experience. A positive customer experience is important for almost each business, regardless of industry vertical.

However, for call centers, customer care centers and similar businesses, the customer experience is even more important. Even after assuring everything at possible extent, it is possible the customers are not happy with the service.

We, Elisiontec, have been offering a wide range of customer service related solutions. We have been working closely with many companies to improve their customer care service and based on our experience, we would like to share the top 5 tips to improve your customer experience:

Assure you have a team of skilled agents

Your agents aka customer service executives must be trained and skilled to talk with the customers. They are responsible for ultimate customer experience.

Thus, you have to assure that the agents you hire are skilled. Also, you need to arrange training on a regular basis to keep their skills up-to-date so they can provide the best customer experience in any kind of situation.

Allow your customers to self serve themselves

One of the biggest reasons of frustration is: for 5 minutes of solution; the customers need to stay in the call queue for 15-30 minutes. The best way is to let them self-serve themselves. You may add IVR Solution in your telecommunication so the customers can get their answers on their own.

You can also put a callback option so they can leave a callback request. This kind of solutions can let customers get answers on their own as and when possible promptly.

Advanced Tools

You must have advanced tools for your customer care staff such as an advanced call center software, CRM system, etc. Also, you should add more than one mode of communications such as a voice call helpline, email, live chat solution, etc. So the customers can reach you with their convenient mode of communication.

You can also use a missed call solution that will allow your customers to just give a missed call to have a callback. This solution works really well for support centers when customers are frustrated with their issues. The missed call solution works to pacify them by not spending on raising a complaint.

Provide Personalized Experience

You must provide personalized experience to your customers and callers. This will make them feel valued and help you in improving the overall positive customer experience as well as customer loyalty. You can train your customer care executives to provide a personalized service.

Also, you can use the sticky agent in your call center software so the customer call will be routed to the same agent all the time. This will make customers feel more comfortable. You should also integrate call center and CRM so the agents can have customer details in front of him during the call, so he can use that information about the customer to provide better customer experience.

Streamlined operations

Your team and tools must be streamlined and up-to-date. All records in different software such as call center software, CRM system, etc. must be identical for the same customer. You can train your staff to be accurate about it.

Also, you can take advantage of technology such us integrate different solutions, i.e., Call Center CRM Integration. This will assure the update of record in one solution is also reflected in another solution in real-time.

Conclusion

In a nutshell, we can say to provide the best possible customer experience, you need to have a skilled staff and you should have ongoing training and mentoring program for them. Also, you must have advanced tools and solutions to support your team to offer the best customer experience.

Contact us to know more how we and technology can help you improve your customer experience.

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IVR System to Reduce Cost and Increase Benefits

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IVRS - elisiontec

Interactive Voice Response System aka IVRS has benefited many companies since its inception. The IVR System automates many tasks and allows customers to self serve them.

Technically saying, the IVR solution is a telephonic menu which plays predefined voice menu; allows customers to select the most suited option; identify the action and serve with the specific step which can be a next IVR menu or some action. There are many companies which are getting benefited by the IVR system.

The IVR solution bestows many benefits to the companies. This article shares key benefits of this Interactive Voice Response system:

Reduce call per cost

The IVRS works with VoIP (Voice over Internet Protocol). As a known fact the rates of VoIP calling is cheaper than traditional calling. Furthermore, the IVR allows customers to self serve themselves by interacting with the IVR system. This further saves the cost because here you’re saving your man-hours which would cost additional than the calling cost.

IVRS benefits - elisiontec

Increased customer satisfaction

In traditional systems, customers need to call and wait to get connected with the right person. However, the IVR solution removes this issue from the core. Now, your customers don’t need to wait to get connected with someone or wait in the call queue; they can take an action on their own. This increases the customer satisfaction.

Increased productivity

As the Interactive Voice Response solution will take care of 50-90% of customers, your staff is available for other operations and tasks. Now, they can save a lot of time from answering the same questions to 23rd customer and doing the same tedious action to help a customer on the call. The IVR system will guide and assist callers while your staff can utilize their talent in other productive operations.

Better Decision Making

The IVR system generates detailed report about the calls, action taken, etc. These reports can work really well while you’re taking decision for business or customer support strategy. This solution can also be helpful to identify the area to be worked upon; a new IVR flow, etc.

Increased Revenues

The employees are working at their best and the customers are satisfied with the quick answers and self serving option. Moreover, improved business and customer service strategy applied based on the reports works holistically to increase the revenues of the companies.

These are the top 5 benefits of an IVR solution. Elisiontec offers an advanced IVR solution. This IVR system can be integrated with your existing telephony system as well as contact center solution and CRM system. This makes our IVR system the perfect fit for any company or customer care center.

Would you like to know more? Contact us today!

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How Elision IVR Helps Healthcare Industry Reduce Cost while Becoming more Efficient

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How Elision IVR helps Healthcare Industry

Interactive Voice Response, or IVR, is the latest technological response system on the block. Putting it simply, an Interactive Voice Response system enables a computer to interact efficiently with a caller.

Interacting with Callers:

This interaction takes place through the use of voice and DTMF (Dual-tone multi-frequency signaling) tones via a keypad. Let us simplify that for you. Haven’t we all called customer complaint centers? If our broadband connection is down, to check our mobile phone balance or making a return request for that bag we picked up online(it was way too big)? Ah, you have, haven’t you?

Very often nowadays, we are greeted with an automated response system which classifies and sub-categorizes our queries. What this does is that is directs our queries onto a specialized customer care representative instead of a generic one who cannot satisfy the specific problem we are facing. In some cases human interaction isn’t even required!

It would go something like this; “Dial #1 for order enquiries”, “Dial #2 for return requests”, “Dial #3 for customer complaints” and so on and so forth. Ring a bell? That is precisely what IVR is – an Interactive Voice Response system.

Many industries and enterprises are turning towards IVR to reduce the cost of their sales, service, enquiry and support calls being made to and from the company. Elision IVR symptoms not only help direct customers to the right support channel but cut down the time spent addressing such calls drastically.

Benefits to the Healthcare Industry:

Elision IVR system applications have been making waves in the healthcare industry for a while now. This system has found varied application in the medical transcription services, automated prescription noting, reminders for patients, auto attendance during odd hours, bill collections and for patient surveys.

Elision IVR system applications, offer the health industry a wide range of benefits catered to their routines.

• It Impresses callers and increases the reputation of the brand name
• Provides excellent customer satisfaction
• Attends the call on the very first ring
• The option of multilingual greetings is offered to the caller
• IVR systems are very practical when the hospital has to distribute the same type of information to each and every caller (Schemes or general awareness messages)
• The IVR system runs continually (24/7) during the day and can never greet the caller with a tired, bored or irritable voice and demeanor

In hindsight, we can’t help but wonder how these industries even managed before Elision IVR system applications revamped their calling processes. Additionally, IVR has also improved the perception of the company brand name in the eyes of the consumer. A win-win situation any way you look at it. Elision IVR system applications are here to stay and the healthcare industry certainly isn’t complaining.

Here is a sample IVR Elision Tech devised for CIMS Hospital.

Flow for Voice Menu
Welcome to CIMS Hospital
Press 1 Gujarati
Press 2 English
Press 3 Hindi
After language selection, department and then sub department menu flow will start
S.No Department S.No. Sub Department
Press 1 Emergency Care Emergency Care
Press 2 Ambulance Services Ambulance Department
Press 3 OPD 1 OPD Appointment
2 OPD Billing
3 Pathology
4 Radiology
5 Pharmacy
6 Health Checkup
7 Operator
Press 4 Cancer Department 1 OPD Appointment
2 Operator
Press 5 In Patient Services 1 Admission Department
2 Patient Room
3 Billing Department
4 Insurance and Cashless Department
5 International Patient Desk
6 Care At Homes
7 Operator
Press 6 Other Services 1 HR
2 General Store
3 IP Pharmacy
4 Biomedical Department
5 Finance Department
6 Communication and Marketing
7 IT Department
8 Operator
Press 7 Operator Operator

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How IVR System is Helping Healthcare Industry

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IVR System for Healthcare Industry

IVR system has contributed immensely to the progression of healthcare industry. A system which was employed previously in the call center industry has been found to be advantageous in healthcare management, as well.

Let us examine its impact of IVR system on healthcare sector, one of the fastest growing industries in the nation.

The IVR system now finds a pride of place in enhancing efficiency in the healthcare industry and assists in unhindered workflow in pharmacies, nursing homes, hospitals and clinics through VoIP. The healthcare industry is in a better position to offer care with improved communication technology by offering seamless connectivity between personnel and patients of a hospital, courtesy the IVR system.

Key advantages of IVR system for the healthcare industry

Quick retrieval of patient history:

Knowing and studying patient disease history is key; and doctors need to do so before they plan treatment for their patients. The IVR system is a boon to doctors and the healthcare industry in general as the system enables recording of patient disease history and replay of the same at any convenient time chosen by the doctor.

This is a great advantage as it helps free the specialist without immediate pressure to study the patient history and enables time to attend to other crucial tasks. The doctor is in a position to revisit this information at a more convenient time. The information about patients can be provided by the hospital at any time and doctors can view it with a single click.

Saves time and offers better service to patients:

When patients call in, the IVR system has an Auto attendant feature which activates auto reply to a call. After welcoming the patient, the auto attendant feature moves on to assist in providing the required information without human interference.

All types of queries pertaining to the hospital and services are presented to the caller in a menu format and after the choice of information is made, the caller is auto directed to the information without any employee engagement. With the IVR system in place, manpower can be employed in other indispensable areas, thus improving quality of healthcare.

Cost effective product:

An IVR system comes with modern features which work well to suit any scenario. The system is extremely cost effective and when one analyses the benefits, it is extremely suited to healthcare where timely information and quick retrieval is sacrosanct, and can make all the difference between life and death.

The IVR system can positively impact the functioning of the healthcare industry by smoothening workflow. It has proved itself to be extremely efficient, reliable, and easy to use which can result in optimizing time, manpower and money, the most valuable resource of any industry.

The IVR system may just be what the doctor ordered for the smooth functioning of the healthcare industry. And Elision Tech has the latest IVR system that is ideal for the healthcare industry. This system has all the features to transform the healthcare industry.

Here are links to case studies which shows how Elision Tech’s IVR System have helped healthcare industry:

1) Sterling (IVR + Inbound + Outbound)
2) Unipath Lab (IVR + Inbound + Outbound)
3) CIMS Hospital (DialShree – Omnichannel Contact Center Solution)

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How Hospitality Industry Benefits Using IVR System

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IVR System Hospitality

Technology has truly uncomplicated our existence. We have learnt to systematize and simplify nearly every aspect of our professional and personal lives. With the right usage and applications, each task we perform these days is carried out at optimum speed, efficiency, competence and cost.

One of the most innovative and adaptable functions of technology in the hospitality industry is the Interactive Voice Response, or IVR, system. Designed to automate and guide communications between customers and the service desk, it comes with a multitude of advantages.

IVR System in the Hospitality Industry

Not limited in its range of functions, the most immediate uses of the IVR are receiving and recording customer calls. The customers may then be provided with pertinent information that can be customized to suit the needs of the guest while being relevant to the organization in question.

Personalized Service:

The IVR system can even be used for a more personalized interaction with guests, when local and regional languages are available to improve the ease of access offered to every consumer.

Detection of language is a simple matter of using caller ID to determine the area from where the call is being made. It is most useful for your out-of-town customers, as it allows the hospitality industry to overcome any language barriers effectively.

Automated Logistics and Information Portal:

The uses of the IVR system can be endless, limited only by your imagination. From booking hotel rooms and providing in-house information assistance to providing room tariffs, informing about availability of rooms and giving information on tour packages, sights and shows and weather, to name a few, it can provide a truly comprehensive experience for even the most exacting customer.

In-house Options and Facilities:

Customers expect and demand the highest quality of convenience and comfort during their stays away from home. Using an Interactive Voice Response system, you can provide every patron with the luxury of access to a multitude of features from the comfort of their rooms, without having to ever contact the front desk or housekeeping. With as little effort as just picking up their phones, they are introduced to and invited to explore a wide range of customized activities at the click of a phone key.

Everyday tasks like requesting laundry service, room clean-up, billing enquiries, reporting a problem or contacting a staff member can be assigned to the options within the IVR, making organizational functioning not only streamlined, but also the information can be logged and recorded.

Services such as wake-up calls, voice message services, do-not-disturb requests and booking slots at the gym/spa/other facilities will never fail again at the hands of human error or memory. Instead it will be reliably registered with the IVR system’s computer programming.

The benefits and profits involved with the installation of an Interactive Voice Response for your hospitality venture easily far outweighs its initial costs and deterrents. Not only can you offer a popular around-the-clock customer service, your customers can now continue to interact with your system, feel heard and satisfy their requirements at all times.

More importantly, this system massively reduces the cost to your company in terms of streamlining your workforce and reducing human workload. All interactions with the customers can now be recorded for future quality assurance and backed-up at all times. This reduces room for error by impressive margins.

If you are looking for an IVR system that offers you these features to make your hospitality business a roaring success, look no further than Elision Tech. Not only do you get these features, there are several other options to make the working of your hotel or restaurant efficient, customer-friendly and cost effective.

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