Integrated Voice Response (IVR) Solutions Overview

Impulse Advanced Communications designs, implements and supports voice automation solutions to meet a wide range of distinct requirements. ClearStar IVR (Integrated Voice Response) is a generic term for an advanced set of services that offer an unlimited range of voice automation solutions that can be used alone or in combination with other ClearStar services to provide end-to-end solutions.

The ClearStar IVR web portal allows users to seamlessly change call flow, routing, greetings, and more. We utilize RESTful web services to integrate seamlessly with your systems.
Below is an outline of several popular uses of IVR. This is just a sampling of the possible ways to customize the service.

ClearStar IVR Benefits

COST SAVINGS

The most obvious benefit of voice automation is cost savings. Having a machine answer or place calls on your behalf will always be much more cost effective than doing it yourself, having a staff member do it, or even paying a third party company to do it for you.

Offshoring to markets where wages are lower may decrease costs associated with handling calls. However, offshoring presents its own set of challenges and is still hard pressed to compete on a pure cost basis.

Saving money through voice automation is tried and tested, but there are several other benefits that might be less apparent.

CONSISTENCY

In industries with strong compliance requirements, the consistency associated with voice automation is one of the strongest selling points of ClearStar IVR. Saying the right thing and staying on message can put at ease many compliance concerns. Consistency can be particularly tricky in organizations with high call center turnover or those that outsource call handling to third-party providers.

NEW SERVICES

Our favorite uses of ClearStar IVR are those that introduce companies to completely new types of services such as telephone assistance 24 hours a day rather than just 9 to 5, and automation for frequent callers that enables them to get their transactions handled quickly. Offering new services also alleviates concerns customers might have about being forced to talk to a machine. These services are typically opt in and can be a good way to test acceptance among your customer base.

PROACTIVE CUSTOMER CARE

Proactive customer care is the most exciting form of voice automation. With proactive customer care, you establish triggers within your existing systems (e.g. CRM) which automatically launch outbound calls to customers to keep them informed. This can go a long way to building lasting relationships with customers. For example: letting them know their support ticket is being actioned, their account is overdue or their order has been shipped. Using ClearStar IVR for proactive customer care has many advantages over other channels such as email or SMS because it allows for real-time feedback.

ClearStar IVR Features

ORDER LOOKUP

IVR Order Lookup automates routine order lookup calls and allows your agents to focus on higher value activities.

INBOUND TICKETING

Inference Inbound Ticketing allows your customers to easily check the status of their open support tickets. With built-in ScreenPop, your customers will never need to repeat themselves.

OUTBOUND SUPPORT TICKET UPDATE

IVR Support Ticket Update allows you to proactively alert your customers when the status of their support ticket changes.

VIP ROUTER

Roll out the red carpet with VIP Router. Allow your most important customers to jump the queue and get where they need to go more quickly.

COLLECTIONS

IVR Collections allows you to follow up on overdue payables quickly and easily through automation of outbound collections calls.

VIRTUAL QUEUE

Minimize the time your callers remain on hold with Inference Virtual Queue. Allow your callers to keep their place in the queue without having to remain on the telephone.

TELECLOCK

With IVR Teleclock your field staff can clock on and off from the worksite using any standard telephone with a personal PIN. We can export the data to your payroll system.

PASSWORD RESET

IVR Password Reset allows your customers to reset network passwords without the need to involve your IT support staff.

Integrated Voice Response (IVR) Solutions Overview