According to a recent Zendesk study, over 50% of customers will switch to a competitor after only one bad customer experience. Compare that to three in four consumers stating they would be willing to spend more with businesses that provide a good customer experience and one thing is clear—excellent customer service is key to business success.
Introducing 8×8 Voice IVR
The 8×8 CPaaS suite has a vast and ever-growing selection of communications solutions targeted to boosting customer engagement and satisfaction. Our latest enhancement in our Voice solution is Voice IVR (Interactive Voice Response). This is an automated telephone system that utilizes pre-recorded messages along with a dual-tone multi-frequency interface to interact with customers.
8×8’s CPaaS Voice IVR solution is transforming the way companies interact with their customers by offering a more personalized and efficient approach to managing inquiries and transactions and enables customers to share and retrieve key information without the need of a live agent.
Our CPaaS IVR operates independently of a contact center, making it accessible to any business and enables the execution of various call scenarios, including IVR, voice messaging, inbound IVR with call masking, and the integration of IVR with SMS fallback.
Some other key benefits include:
- Seamless call routing. Thanks to effective call routing, customers can connect with the right agent on their initial call, thereby improving first-contact resolution. This eliminates the need to be transferred between departments or repeat information. Simultaneously, businesses can expect reduced call waiting times, while agents become more efficient as they handle calls aligned with their roles resulting in less customer frustration.
- Reduced operational costs. Voice IVR doesn’t just enhance agent efficiency—it also aids in lowering call volumes by providing customers with automated and self-service solutions. Businesses can extend customer support, even during peak hours, evenings, weekends, and holidays without the additional costs.
- Increased security.An essential application of Voice IVR is to incorporate an additional layer of security into your organization. This can effectively mitigate fraud and safeguard accounts by ensuring that only authorised individuals gain access.
Voice IVR helps businesses create cost-effective and efficient customer experiences. As highlighted by Gartner, around 80% of businesses are recognising that customer experience can be a key differentiator, helping them stand out in competitive markets. Plus, Forrester estimates that businesses that invest in customer-centric operations can potentially realize a remarkable ROI of up to 700% over a 12-year period. This is because customer-centric initiatives boost customer retention rates and reduce acquisition costs, leading to a substantial return on investment.
Ready to take the next step to better customer experiences?
To learn more about the benefits of Voice IVR and other 8×8 Voice solutions, reach out to us today and book a personalized demo session.
Discover more enhancements in our Voice solutions:
- 8×8 App to App Calling with Automated Fallback. 8×8 App-to-app calling now allows automated fallback to PSTN (either through push notification delivery status or dynamically in call). This enhances call reliability, even in situations such as poor internet connectivity or app-related issues. With a seamless switch to PSTN, users benefit from a seamless and consistent calling experience with no disruption to the call.
- Voice CDR (Call Detail Record) on 8×8 Connect. Users are able to access comprehensive voice logs on 8×8 Connect, with detailed call reports for both VoIP and PSTN calls that include insights into call duration, frequency, and call quality (MOS Score). These insights empower businesses to build more efficient and effective voice communications.
- Calls API on Voice. Users can now create custom call flows, incorporating specific actions such as sending voice messages or text-to-speech, capturing DTMFs, and playing audio files, enhancing the adaptability of our voice service. This is the first phase of our programmable voice initiative that would allow customers to build their own customised calls flows, including complex multi-step IVR trees.
