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Click TO IVR

The ZIWO Click-to-IVR (Interactive Voice Response) Connector in the workflow platform is a feature that enables businesses to automate and streamline their voice-based customer interactions through an IVR system. IVR systems allow customers to interact with a business using voice or keypad inputs, without the need for human agents to be directly involved in every call. The Click-to-IVR connector integrates IVR functionality into ZIWO workflows, enabling businesses to automate call routing, information gathering, and even customer support.

With the Click-to-IVR connector, businesses can create fully automated, customizable IVR experiences that guide customers through a series of prompts, making it easier to direct them to the appropriate department or provide them with the information they need without waiting for a live agent. This integration significantly improves efficiency, enhances customer experience, and reduces the load on human agents.


Key Features and Benefits of ZIWO Click-to-IVR Connector

  1. Automated Call Routing: The Click-to-IVR connector allows businesses to automatically route customer calls to the correct department or agent based on the customer’s input. For instance, a customer may be asked to press 1 for sales, 2 for support, or 3 for billing.
  2. Personalization and Customer Data Integration: IVR responses can be personalized based on the customer’s data, such as their name, recent order status, or previous interactions. This creates a more tailored experience for the customer.
  3. Voice or Keypad Input: The Click-to-IVR system can be set up to accept voice commands (speech recognition) or keypad inputs (DTMF) from customers, depending on the preference and functionality of the IVR system.
  4. Self-Service Features: Customers can access self-service options such as checking order status, making payments, scheduling appointments, or getting basic troubleshooting without needing to speak to a live agent.
  5. Call Flow Customization: ZIWO provides businesses with the flexibility to create customized IVR call flows. You can design the IVR menus and set conditions for how calls should be routed, ensuring that customers get the right experience based on their needs.
  6. Integration with CRM and Other Systems: The Click-to-IVR connector can integrate with your CRM, database, or other business systems to provide personalized information. For example, a customer calling in may be greeted by their name and given specific details related to their account, which are pulled directly from your CRM system.

How to Set Up ZIWO Click-to-IVR Connector in a Workflow

  1. Prerequisites:
    • ZIWO Account: Ensure you have an active ZIWO account with access to IVR-related integrations.
      Call Routing Logic: Plan your call routing and decision trees (what options the IVR should present, how it should handle inputs, etc.).
    • Voice Recordings: Prepare voice prompts for the IVR system. These could include greeting messages, menu options, and instructions.
  2. Configure the Click-to-IVR Connector:
  • Log into Workflow Panel: Go to the Integrations section in the ZIWO Connectors and locate the Click-to-IVR connector.

  • Fill all the parameters like credentials, IVR Files, Time out, number etc.

  1. Set Triggers in Workflow:

    • Define what triggers the IVR system within your workflow. This could be based on customer interaction (e.g., calling in), an automated reminder, or a status update.
    • You can set up rules to trigger the IVR system for different use cases, such as:
    • Missed call follow-ups: After a missed call, trigger an IVR call to offer assistance.

  2. Test the IVR Flow:

    • Test the complete IVR flow to ensure that the routing works correctly, the prompts are clear, and the customer is directed to the right department or information.


  3. Monitor and Optimize:

    • Use ZIWO’s reporting and analytics tools to track the success of the IVR system. Analyze call drop-off rates, input errors, and customer feedback to fine-tune your IVR experience.

  4. How the ZIWO Click-to-IVR Connector Works in the Workflow

    • Trigger Event: An event in the workflow triggers the IVR system. This could be a customer action, such as making a call, a scheduled event (e.g., reminder), or a customer request that needs automated follow-up.
    • IVR Menu Prompt: The system automatically dials the customer and plays the initial IVR greeting and menu options. Customers can then respond using their phone keypad (DTMF) or voice (depending on the configuration).
    • Input Collection and Routing: Based on the customer's input (e.g., pressing "1" for Sales or speaking "support"), the system processes the input and routes the call to the appropriate destination. This could be a live agent, a different menu, or an automated service.\

Conclusion

The ZIWO Click-to-IVR Connector is an invaluable tool for businesses looking to automate and optimize their customer service workflows. By using IVR systems, businesses can streamline call routing, offer self-service options, and reduce reliance on live agents for routine inquiries. With the ability to personalize experiences, integrate with other systems, and provide 24/7 service, the Click-to-IVR connector enhances both customer satisfaction and operational efficiency. It is a powerful solution for businesses that aim to provide a seamless and automated customer experience while keeping costs down.

Updated 5 months ago