IVR Systems and Click to Call Work Together
January 16, 2013
By Rachel Ramsey
, TMCnet Web Editor
“Click to Call” is a website feature that connects a visitor and a website representative or customer service agent. Users have the option to submit their phone number and have an agent call them or click to view contact information to reach the company. This is especially predominant with mobile devices, where phone numbers show up right along with company names when using a search engine to ensure the simplest method of contacting a company.
Having a Click to Call feature on a site provides a call to action for visitors, allowing organizations to track which calls come from their website and many people prefer to contact companies by phone instead of through a contact form or e-mail. It also can reduce call waiting times for both the customer and the website representative as they are called and connected when both are free to talk on the phone.
An interactive voice response (IVR) system can turn into a Click to Call engine for any website. It enables the computer to identify voice and keypad inputs and allows callers to have interactive communication. It can also respond with pre-recorded audio to direct its callers on how to proceed with the call, ensuring the call is connected to the right agent, improving call efficiency and agent productivity. A hosted IVR platform can bridge the calls to connect both the representative’s and customer’s phone call.
With Interact’s Nimblevox, you can create a click to call application to be hosted on your website. Its Click-2-Dial API allows customers to integrate calling directly into a website. The API will dial the agent, and when they answer or accept, Nimblevox will connect the call to the customer. It also enables users to track call traffic, monitor agent call volumes and tightly integrate s into a CRM system. In addition to APIs, Nimblevox offers a Blast and SMS solution, as well as an option to build your own IVE applications using its service creation environment. Customers can create and bring to production voice applications, surveys, auto attendants and more with built-in automatic speech recognition, text-to-speech and answering machine detection.
Nimblevox helps Mortech, a mortgage technology software company, with its 800 Call Connect application. With 800 Call Connect, mortgage marketplaces can now instantly connect its consumers with qualified mortgage lenders using assignment rules from Mortech’s Lead Management Software.
Features of the solution include distributing leads to loan officers based on load criteria, time of day, branch and lead source, utilizing custom statuses and workflow tools to direct loan officers’ sales cycle view and capture “unworked” leads through Marksman’s bulletin board, automatically reassigning leads that have been neglected to new loan officers, and scheduling task reminders to help keep on top of every lead in your pipeline.
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Edited by Jamie Epstein