Understanding the Capabilities of IVR Systems
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Understanding the Capabilities of IVR Systems

There are several Interactive Voice Response alternatives available on the market, as well as utility-specific IVR system solutions, but they are not all made equal. If you’re looking for a more efficient approach to service your customers and enhance the outage process flow, you should assess the capabilities and limits of the programs you’re evaluating. A few key points are highlighted here.

The Fundamentals: What To Look For First in IVR Systems

Regardless of industry, there are a few aspects that must be present for the effective introduction of Interactive Voice Recognition systems. You’ll need powerful voice identification that goes beyond just a basic logarithm. Inquire about the accuracy of their vocal response; they should be prepared to provide a full demonstration. You’ll also want to ensure that their system is always ready and operational when needed. The supplier should have a comprehensive testing program in place in which you can use at any moment to assess not just whether system lines were working, the software is running properly, and call routing is right and ready for usage.

Will it fully integrate with your existing outage quality management?

Some IVR systems will function well if you utilize the provider’s proprietary outage software, however, you may not have the funds or time to switch the entire system at once. While it is preferable to use the most recent operational and managerial resources available, you might have to find a solution that can be implemented today and work seamlessly with what you have while leaving wide the possibility of ramping up to newer and better systems that are designed to work with their IVR systems as your utility progresses.

Improving Response Resulted in Better Customer Service

There are several ways that excellent IVR systems may help providers during peak outages when prompt customer response is critical. Seek out a software that can:

  • Ensure effective call routing during a crisis (ideally, it should be able to handle 100 incoming calls or more at a time)
  • Gather and distribute data to crews and customers to diagnose problems and initiate the response process as fast and correctly as possible.
  • Implement automatic reminders and callbacks to keep consumers “in the loop” about estimated repair timelines, so they feel accepted and informed.

Streamlining the Outage Management Process with Crew Assembly

Having the right work crews on hand during a power outage is critical to your performance as a utility provider. To simplify the procedure, look for a system that may apply system logic based on factors such as job description, personal availability, toll-free telephone order, and other programmable criteria. Using the correct IVR systems, dispatchers can easily assemble the right workforce at any moment, taking into consideration seniority, overtime, and union regulations.

Using the correct outage software and voice-based programmes is critical to successfully resolving problems in a way that meets today’s customer expectations.