High call volumes have always been painful for contact centers as it puts customers in queues while increasing the call waiting time. The longer the wait times are, the higher the customer frustration will be. It’s stressful for agents too as customers frustrate & complain more when they have to wait for too long. This emerges the need for smart IVR deflections that enables a customer to choose an alternate channel( such as messaging) and get the query resolved instantly without waiting in the queue.
NovelVox helps reduce inbound call volumes by offering a smart IVR deflection solution that deflects an interaction to a messaging channel such as WhatsApp or SMS. On busy contact center days, the IVR gives the customer an option to switch to a messaging channel where the query can be addressed by a virtual assistant, a human agent, or a mix of both. This frees up call queues and improves the customer experience.
Download this Use Case to understand the NovelVox IVR deflection mechanism in-depth. Learn how it works and help reduce call volumes.
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