Inbound Calls and Interactive Voice Response


Why Choose Aheeva

Inbound call handling is a multifaceted, technologically driven domain that encompasses various core components and advanced tools for efficient customer engagement and service delivery. It is an intricate technical domain characterized by the convergence of advanced algorithms, automation, and data-driven analytics. The implementation of these technical facets is pivotal in delivering superior customer experience, optimizing resource allocation, and achieving operational excellence.

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Main Features

This technical overview delves into the intricate mechanisms underlying inbound call handling

Automatic Call Distribution (ACD) Systems

Calls are automatically distributed to the agents taking into account coefficient values that weigh corresponding skills and expertise, according to the caller’s needs.

Call Distribution

Aheeva ACD system employs different algorithms such as Most Idle, Least Busy, or Most Skilled to intelligently distribute incoming calls. Skill-based Routing (SBR) takes into account agent skill sets and current availability to distribute calls to the best qualified agent. Distribution of calls can either be ‘forced’ where the agent hears a tone and is automatically connected to the caller, or ‘non-forced’ where the agent’s is notified of a call being offered to him and has the option of accepting or rejecting it.

Hold music and announcements

Define the music for different call queues to play to the caller while on hold waiting to be served and play periodic messages either to promote other services or inform the caller of the wait time and their position in the queue.

Real-Time access to statistics

Retrieve real-time statistics directly from the IVR to tailor how you handle calls. Statistics on Queues include the number of waiting calls, agents in call, calls connected to agents, abandoned calls, service factor, etc. Statistics on Agents include the total number of agents waiting, agents logged in, and configured agents. You can rely on these statistics to make business decisions and decide on the call flow (answer the call or not, which voice message to play, which queue to place calls in, etc.)

Database access

Build powerful SQL queries to retrieve data from the database to either present it to the caller, pop it up on the agent’s screen, or decide on the service to offer the caller.

Virtual hold

Instead of having callers wait in a queue, callers are offered the possibility to hang up without losing their priority. The system will call them back automatically when they get on top of the queue. You can base your decision on whether to offer the virtual hold to callers or not on the number of calls already waiting in a queue that can be retrieved in real-time directly from the IVR.

Priority Queues

In addition to traditional queues, priority queues are implemented to prioritize specific customer segments or VIP clients, ensuring their calls receive expedited handling.

Interactive Voice Response (IVR) and Self-Service

Implementing self-service IVRs holds several advantages for businesses and their customers by reducing the need for live agents and allowing them to handle a larger call volume. IVRs can operate around the clock accessing databases and web services ensuring customers can access information and perform certain transactions even outside business hours.

Opening hours and vacation

Implement policies on how to handle calls based on the call date, the day of the week, the time of day, or any business rule.

Text-to-Speech (TTS)

Easily build your prompts using our integration with Amazon Polly without the need for a professional narrator and convert on-the-fly dynamic and real-time data into speech. This is beneficial for reading out changing information from account balances, ticket booking details, personalized notifications, or any rapidly changing information.

Multi-Level Menus

Complex IVR structures with multiple layers can be implemented to guide callers efficiently through various service options, promoting self-resolution.

Multi-level Disposition Codes

These codes describe the outcome or nature of the call. Managers and supervisors can understand the types and volumes of calls that agents handle and identify trends and issues to help in proactive problem resolution. Disposition codes provide essential data points that can be incorporated into various reports, giving insight into communication outcomes and agent performance for operational optimization.

Real-Time Monitoring Tools

Supervisors utilize real-time dashboards equipped with monitoring, whispering, and barge-in capabilities to provide immediate guidance and support to agents during live calls.

CRM Integrations

Agents can either use the provided web-based application or any of the Customer Relationship Management (CRM) integrations (i.e. Salesforce, Zendesk, or Dynamics) to connect to the system and have access to customer information.

Real-Time Reporting

Automated, real-time reporting mechanisms and dashboards enable continuous monitoring of KPIs and operations, facilitating prompt decision-making and issue resolution.