Webitel's Voice Services to Automate Customer Communication: Multilevel IVRs and Voice Bots

It’s difficult to imagine daily contact center operations without automated voice services, such as Interactive Voice Response (IVR) and Voice Bots. These services allow companies to assist professional customer care, attract clients, promote new products and services, conduct surveys, notify clients about loan payments, suggest personalized offers, relieve agents, and perform numerous contact center tasks.

Interactive Voice Response is one of the most popular contact center services, implying customer self-service, along with voice assistant prompts and tone dialing. IVR helps you inform clients about the company, its services, and promotions when they wait on the line or during non-business hours. Customers can listen to pre-recorded audio that includes multiple categories (IVR menu), select one or more to learn details, go back to the previous menu, or perform other actions provided by the IVR – all by pressing digits on their devices.

Configuring parameters for the outbound IVR queue in the contact center

The Interactive Voice Response is used for both inbound and outbound call lines in the contact center. As for the inbound call line, our clients typically choose a multilevel IVR menu – pre-recorded audio files with information about the company and its offering, divided into several logical categories, each containing additional levels of detailed data, so the customer can easily navigate between levels, connect with an operator, leave a voice message, or request a callback. The IVR can be customized according to the contact center's needs: you can plan the logic and sequence of levels, add language and location selection, bind the launch of different IVR scripts depending on location (a specific city or even country), time of day, day of the week, or a special period.

Webitel’s platform allows you to configure the contact center's work calendar, including schedules for weekdays, weekends, and holidays, and apply a separate service scenario for each period. For example, a basic IVR scheme is used in the contact center during working hours from 9 am to 7 pm, an alternative IVR scenario is activated during non-working hours, and separate IVR schemes with detailed information about offers, sales, and promotions are launched during special holiday seasons.

Setting up the work schedule for the contact center in the Calendar section

For the outbound call line, along with agent service, voice bots are actively used in the contact center. Voice bots are an ideal tool for telemarketing thanks to optimal resource allocation and high final results. Voice bots (voice robots) are a technology that allows companies to communicate with clients by simulating human conversation. How does it work? During the conversation with the client, the voice bot plays the pre-recorded audio script, listens to the customer’s response, analyzes it, and proceeds to the next conversation stage, taking this information into account.

Depending on the contact operations and needs, we suggest various service scenarios to achieve effective customer communication. Let’s consider a typical engagement scenario. During outbound call campaigns, the dialer processes the contact list – the AMD tool detects whether it is a robot or a human (client). If an answering machine is detected, the call is ended, and the phone number is added to the end of the list, or another call processing strategy is applied. When the customer responds, the voice bot announces the offer and waits for the response. If the answer is successful, the bot continues the conversation according to the planned service algorithm or transfers the call to the live agent. All call results can be saved in the system for further analysis and improvement of customer communication scenarios and models.

Example of configuring the customer service scenario in the contact center using the IVR menu

On Webitel’s platform, all customer service scenarios and contact center processes can be configured with the Flow Manager graphical editor, which allows you to plan and build the logic of all workflows using numerous graphical blocks and the drag-and-drop principle. Therefore, you can plan, launch, and modify diverse service scenarios for different customer groups, involving IVR, voice bots, chatbots, and human service, or combining them at every stage of client interaction. You can also set primary service rules for specific customer requests: website orders and purchases, applications for loans, deposits, insurance, etc.

Services for creating voice profiles on Webitel's platform

Webitel provides companies with a wide range of tools and services for speech synthesis and recognition. You can create various audio files to launch IVR menus and voice bots using built-in cognitive profiles from Google, Microsoft, and ElevenLabs. Moreover, you can select numerous parameters from the large pool of voice options (language, voice, intonation, speed, and others) to give your contact center a unique sound by independently creating informational messages, agent greetings, customer communication scripts, and sales templates. Thus, Webitel’s voice services ensure optimal use of the company’s budget for customer acquisition and effective management of contact center resources.

The tool for transcribing text to speech (TTS) on Webitel's platform

With flexible platform settings and interactive voice services, you get powerful tools for planning and managing customer communication, as well as for achieving aspiring business goals. Book a free demo consultation to see voice services in action. We will be happy to answer your questions and select the best functionality for your contact center with a focus on the company’s niche, strategy, and business needs.