Introduction
Patients who phone up a hospital or medical centre can be guided according to their needs, whether they are to be rerouted to a doctor or other medical professional, or to get medical test results. This ensures that even if a receptionist is not present, patients are assisted, avoiding the chances of missed calls and increasing the efficiency and productivity within the medical centre.
Benefits Highlights:
- Efficient call routing
- Increases patient autonomy
- Increased efficiency and productivity
- Avoids missed calls
- Time saving
Industry Related Benefits
- Cloud communication in the healthcare industry enables you to create a single number for all customer contacts. With automated IVR guidance and smart routing, you can transfer calls to the appropriate healthcare department or requested doctor.
- Prompt callers with a set of options for example, to book or cancel an appointment or order a printout of a medical report.
- Hospitals and clinics can send automated notifications to patients as reminders for appointments, schedule opening and medication.
- Patients can perform a number of actions without the assistance of a receptionist or attendant, such as checking on the availability of a doctor or surgeon, and also fixing an appointment in an available slot, after which both doctor and patient get an SMS notification. This reduces overall call waiting time in hospitals and medical centres.
- Test reports are made available online so that patients can simply make a call and listen to their test results by entering their unique patient ID. The whole process becomes faster and easy.
Introduction
An IVR application is very advantageous within the financial sector as for the most part when clients call banks and other financial institutions, they require a specific service. With IVR they can be rerouted to the appropriate department, as well as be assisted directly by the IVR system. This helps the financial institution increase its efficiency, productivity and client satisfaction.
Benefits Highlights:
- Increased efficiency and productivity
- Efficient call rerouting
- Avoids missed calls
- Time saving
- Saves on man hours
- Provides details to clients
Industry Related Benefits
- IVR can help financial service providers automate a big chunk of the customer-related processes, especially when it comes to account information such as checking balances and transferring funds over the phone.
- An IVR integrated with Synthesis Customer Services can send out automated outbound alerts and notifications to account holders whenever funds reach a certain balance, or send reminders for payment due dates or other actions.
- Allows service providers to collect basic account information and provide tailor-made promotional announcements or notifications based on certain customer preferences.
- It gives customers the facility to lodge complaints or report lost cards or information directly to a specially assigned extended number.
Introduction
The retail industry is one which deals very closely with customers. Therefore, an IVR application would be greatly beneficial to any retail business as customers are able to get information through the system, check the availability of any product, and be rerouted directly to any department which may assist them.
Benefits Highlights:
- Increases customer autonomy
- Increased efficiency
- Time saving
- Efficient call rerouting
- Provides details to customers
Industry Related Benefits
- IVR can work as a store locator as it prompts the caller with options to select a store location or branch for retail outlets with locations in different zones, cities or countries.
- With CRM integration, callers can phone in to check the availability of a particular product or track the status of an order without having to utilise the man hours of a customer support agent.
- Customers can get information about gift cards - for example about remaining balance or points redeemed (CRM integration needed).
- With intelligent call routing the caller is free to connect directly with the right agent or department without having to go through a central operator or customer support unit.
Introduction
Synthesis IVR can be used to improve your business within the manufacturing industry as it allows clients to be assisted with requests and rerouted automatically, saving on man hours and increasing efficiency and productivity within the business. Best of all, clients are able to call and be assisted at any time of day and from any location.
Benefits Highlights:
- Anytime, anywhere
- Saves on man hours
- Increased efficiency and productivity
- Time saving
- Efficient call rerouting
- Increases client autonomy
Industry Related Benefits
- Interactive Voice Response systems can be used to automate certain information requests by clients such as for instance estimated lead times, fulfilment dates, order status, etc.
- Pre-recorded messages and menu prompts can direct potential customers directly to the company products on sale or to the relevant department.
- Certain orders and payment transactions can be fully automated, this freeing agents to deal with more difficult and complex queries, or issues which require a manual touch.
- Customers worldwide can still take action irrespective of time zone and whether the business has a manned desk 24/7.
Introduction
Within the customer service industry, the aim is always to be more efficient when it comes to dealing with and resolving clients’ issues and increasing productivity in order to assist more clients and avoid missing calls. An IVR system would greatly aid in achieving this goal as it would reroute clients to the most relevant agents, assist with simple and direct issues, and provide information required by clients.
Benefits Highlights:
- Time saving
- Better management of cost pressures
- Saves on man hours
- Increased efficiency and productivity
- Efficient call rerouting
Industry Related Benefits
- Interactive Voice Response allows customer support centres to both personalise customer interactions. You can customise call prompts, greetings and announcements depending on certain criteria.
- Client calls can also be prioritised as calls and inbound contacts can be prioritised in an automated way by intelligently directing them to an appropriate agent or action, at the same time saving on man hours and increasing inbound call capacity.
- IVRs also enable customer support agencies to resolve issues on the first attempt through smart call routing that directly connects a customer with the most relevant agent, depending on the intention of contact.
- Customer service agents are freed up to focus on more complex requests and customers requiring a more personalised experience when deploying automated self-service and outbound dialling features.
Introduction
Different kinds of systems such as IVR and Synthesis CRM help government offices and agencies every day in various situations. One of the benefits is that they can be set to send notifications or reminders for e.g. tax returns, ticket fees. In addition, IVR delivers information in a punctual manner to customers or employees with different geographical locations. Multilingual voice responses and announcements guarantee an easier use and callers can get an easier access to their responsible person by dictating their case or social security number.
Benefits Highlights:
- Increased efficiency and productivity
- Time saving
- Avoids missed calls
- Provides details to clients
- Saves on man hours
- Safe and secure
Industry Related Benefits
- IVR systems together with Synthesis CRM can help government offices and agencies automate and simplify many of the public services, such as sending notifications and reminders for licence payments, tax returns, ticket fees, etc.
- Deliver time-sensitive information in a timely manner to customers and employees located anywhere.
- Implement multilingual voice responses and announcements without rewriting the call flow in the original IVR setup.
- The IVR system asks the caller to give authentication by speaking their case number or social security number. The caller ID is also interlinked with their phone number for an additional layer of security, which also enables a more personalised interaction with the system.
Introduction
IVR systems help transport companies in many ways when it comes to informing customers and clients about certain changes e.g. airlines and airports can inform customers about flights delays or weather updates. The tool of automatic phone surveys help to receive quick feedback and optimise service within the shortest amount of time. Logistic companies can use IVR to send voice or SMS notifications to give delivery updates etc. Also an automatic notification can be sent when the company received a customer payment, which avoids manual website checkings.
Benefits Highlights:
- Time saving
- Avoids missed calls
- Efficient call rerouting
- Anytime, anywhere
- Provides details to customers
- Better management of cost pressures
Industry Related Benefits
- Logistics service providers and companies in the transport industry, such as airlines and airports, can deliver time-critical information such as flight delays, weather updates, or schedule changes by allowing customers to dial in a dedicated number and key in a particular tracking number or flight number and have the status update read out accordingly.
- Collect valuable customer responses, ratings and satisfaction through phone surveys. Respondents can dial in to participate in a survey, or interviewer can make outbound calls.
- The IVR systems for logistic companies can integrate with the customer’s existing systems so that voice or SMS notifications can be sent to the recipients automatically after events that the consumer specifies. This option creates a greater customer satisfaction as the customer is able to track the progress of the delivery without manually checking the progress of delivery.
- The IVR offers simple use for each customer and can handle routine inquiries or sophisticated lookups like getting account balances, collect payments etc. Therefore, it is an economic solution especially for transport companies, who rely on paying staff for these tasks.
Introduction
The hospitality industry highly benefits from the use of IVR systems when it comes to suggesting booking options to potential guests adapting to their spoken language. On the other side, it helps booking clerks to constantly update their booking system after receiving automatically set SMS after each booking. The guests also have advantages using in-room self-service through the IVR system because wake up calls or a do not disturb status can be set without contacting the reception.
Benefits Highlights:
- Increased efficiency and productivity
- Provides details to customer
- Efficient call rerouting
- Avoids missed calls
- Saves on man hours
- Greater personal touch
Industry Related Benefits
- The IVR system can be set up in a way so as to automate bookings. Callers can be prompted with a set of booking options such as accommodation types, prices and availability in a specified language.
- A booking clerk or administrator can automatically receive immediate booking information via SMS, and view the transaction accordingly so as to update the booking system.
- Greetings can be personalised, for example if the caller ID is registered as a return customer or a frequent user of the service and call routing can direct callers to frequently requested departments e.g. restaurants or fitness centres.
- Guests can use in-room self-service options through the IVR system such as wake up calls, leaving a voicemail, or putting up a do not disturb status without having to interact with reception.
