Options for an IVR at AutoAttend

We have the following options available for configuring an IVR at autoattend.

Play text – Text saved for this option will be converted to voice.

Play custom media – Audio file uploaded will be played to the caller for the keypress.

Play text and repeat menu – Text saved for this option will be converted to voice. When completed, menu announcement is repeated.

Play custom media file and repeat menu –Audio file uploaded will be played to the caller for the keypress. When completed, menu announcement is repeated.

Play text and transfer number – A brief announcement will be played before transferring the call to the specified number

Transfer to phone number – Call will be transferred to the phone number entered

Play text and record caller – A brief announcement will be played before call is recorded. Recording ends when customer presses #

(The calls that are recorded during a call will be stored in your account under call logs. You will get a notification to your mail whenever a recording is finished.)

Send SMS to caller – Text saved for this option will be sent as a SMS to the caller.

Repeat menu – Menu options are repeated on keypress

Transfer to sub menu – Call is transferred to a sub menu which has options for keypress again from 0 – 9

Exit – Call is hung up when exit is selected

No Action – No Action is taken for this keypress

The balancing act for an Auto-Attendant

Auto Attendant, According to Wikipedia,

In telephony, an automated attendant (also auto attendant, auto-attendant, autoattendant or AA, or virtual receptionist) allows callers to be automatically transferred to an extension without the intervention of anoperator/receptionist). Many AAs will also offer a simple menu system (“for sales, press 1, for service, press 2,” etc.). An auto attendant may also allow a caller to reach a live operator by dialing a number, usually “0”. Typically the auto attendant is included in a business’s phone system such as a PBX, but some services allow businesses to use an AA without such a system. Modern AA services (which now overlap with more complicated interactive voice response or IVR systems) can route calls to mobile phones, VoIP virtual phones, other AAs/IVRs, or other locations using traditional land-line phones.

The AutoAttendant has become an integral part of all major companies that employ customer support division. It is hard to imagine a customer directly reaching an agent after dialing the support number. Making the customer jump through many hoops before reaching an agent could also be counter productive. The company in that case is denying instant support.

The key is to balance instant support and keeping the customer at bay. An Auto Attendant that is configured with deeply nested menus are just going to raise the blood pressure of the customer. The same time the customer could have called for getting innocuous info on offers for the month. This customer is best served with an IVR configured to read out the offers.

So what is the best solution? There is no silver bullet. It has to be managed by smartly configuring the Auto Attendant. The option to talk to an agent must be within a button’s reach. It shouldn’t be hidden under 10 level of menus. The home menu that gets read out is the place where most of the optimisation should be done. The options that are frequently accessed by customer must be placed with numbers 1-5 . If a digit ‘9’ is commonly used to talk to an agent for IVRs in that country, then we got to follow the same rule. There is no point being imaginative if it is going to cause confusion to the customer.

Remember, the customer or a potential one who calls the AutoAttendant must always end the call feeling gratified. Thats when the AutoAttendant solution wins.

Virtual Receptionist

Gone are the times when each office had its own Receptionist. Startup teams and businesses are now very dynamic with small group of people managing all tasks. So the concept of a receptionist who will answer calls and route them to appropriate people seems so out of fashion. Surely there has to be a solution.

Well, what if a business decides to expand its customer support infrastructure ? They know that customers are going to call them but they don’t see a huge surge in call traffic. Would hiring couple of people to handle customer calls be an optimal solution when the company is looking to minimise operational expenditure and maximise customer satisfaction? There has to be a straight forward , no-nonsense way to solve this conundrum.

We as an organisation all have tough time keeping track of our customer calls and their grievances, don’t we? Won’t it be nice to have all the call analytics for decision making? There has to be some application to help out.

Voicemails are getting expensive these days and there is no bloody way to survive without it. Sheesh. Business or as a person , we got to have voicemail feature. What if a person calls after office hours? What if I as a business owner wants to hear the grievance of a customer who called last month ? Man, I would love to have some way to handle these things.

Enter AutoAttend  .

This is the cloud IVR solution everyone has been waiting for. A no-nonsense virtual receptionist that takes care of all your inbound calls and take actions based on the rules set. There are great options like text to speech , play greeting, call recording, transfer calls and more. Autoattend not only saves time but also gives a professional outlook to very modest commercial establishments. Think of a pizza diner that employs just 5 people, Won’t the customers be impressed when they get to hear automated voice reading out menus and recording their orders?

The best part of AutoAttend has to be the pricing. An Auto Attendant (IVR) with all the power packed features can be purchased for as low as $5.99 per month.