Un système SVI pour votre entreprise : est-ce le meilleur choix ?

Les systèmes SVI se sont largement répandus au cours de la dernière décennie. of endless debates, this technology is seen as the perfect solution by some and as less useful than it might appear by others. Let’s take a quick look at this universal tool of call centers.

Les personnes travaillant dans les centres d'appels vous diront que le développement du SVI a complètement changé leur travail (lien). And the methods that are used to manage calls. Over the last few years, interactive voice response systems have become widespread. And now, it forms the true backbones of call centers.

Quick reminder: an IVR is a computer system that automatically processes the telephone calls received by a company. Callers are presented with several options that they can interact with. The callers share valuable information by pressing 1 or 2 on their phones. According to that choice, the call is transferred to the proper department, or automatic information is provided. Cutting-edge technologies can further be integrated into some of these architectures. They can offer voice recognition, artificial intelligence, and speech synthesis systems.

Une facilitation pour les entreprises

Normalement, les appelants sont identifiés et catégorisés quand ils passent un appel. Ils profitent donc d'une assistance personnalisée. Les entreprises peuvent même choisir de programmer un protocole hiérarchique entre les clients. Le système va passer des appels par ordre de priorité et choisir de répondre d'abord à certains clients. Du coup, les systèmes SVI sont une aide précieuse pour la gestion des flux de travail internes d'une entreprise.

Today, some businesses handling large calls see interactive voice response systems as a lifesaver. IVR systems can provide companies with relief from repetitive and time-consuming tasks. Moreover, they result in significant cost savings. The work done by the system saves time and increases profitability. Callers end up with the right customer representative; telephone interactions are more productive.

From the client’s perspective, IVR systems also offer many advantages. It saves them precious time waiting in line and helps them obtain the required information. Customer satisfaction is thus increased.

Et le facteur humain ?

The marriage of telephony and computer sciences is an undeniable technological achievement. But some stumbling blocks lurk under the surface of this marital bliss. IVR has been criticized since its introduction. Interactive voice response systems are often deemed impersonal, with some people feeling that resolving human problems has been left to a machine. The setup’s complexity represents another barrier for companies wishing to jump. This barrier is even more, higher in multilingual countries like Luxembourg. The automated call center must juggle four or five different languages in such markets.

Businesses contemplating the use of IVR systems must consider these legitimate concerns. At Mixvoip, we opted to provide support without the use of IVR. On our support line, real, flesh-and-blood operators answer the calls. They directly assist clients in helping them solve their problems. This approach aligns with our desire to maintain a warm and personalized relationship with our prospects.

Étant un acteur établi sur le marché de téléphonie au Luxembourg, Mixvoip comprend très bien l'importance de cet outil. SVI se trouve alors parmi les solutions que nous fournissons et fait partie de notre offre PBX cloud (Mixpbx) sans frais supplémentaires. Cette offre comprend plus que les fonctionnalités de base. Notre PBX mémorise la sélection des appelants et le connectera au même représentant lors de son prochain appel. De la même manière, les appels de nos clients seront acheminés vers le représentant qui a récemment essayé de les contacter.

Using an IVR system is neither a good nor a bad idea. Every company must assess whether IVR fits them according to their industry, philosophy, and customer policy. The governing principle guiding a system’s implementation must always be customer experience rather than meeting operational needs—the perfect solution for some and soulless technology for others. The IVR systems should always feature as part of an underlying strategy.

Ne manquez plus une nouveauté ou un article !