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Usage of IVR services in Lockdown

When the whole world is going through the experiment of Work from Home, one of the major beneficiaries is the Telecom sector. The amount of data consumed during this lockdown has increased up to 30%. This means that most of the businesses taking online route to reach out to their customers, that too with limited staff. Customers and users who were not accustomed to the usage of devices and their operations are finding it difficult to cop up. Here, in combination with Online services, Interactive Voice Response (IVR) services can come hand to register the complaints, provide a road map to deal with difficulties and reply to people’s queries in a scheduled way. Usage of IVR services can not be limited to Education, Health Care, Food & Beverage and Financial Services, Government can also use it to gain feedback and to improvise their supply chain. While online classes are still going on not only for various private coaching institutes but also for primary and secondary schools. He...
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Benefits to healthcare-Flexfony Telco



Benefits to healthcare-Flexfony Telco
Health care is one of the restless sectors, always busy due to never-ending clients. This is a sector where every second is crucial, so it relies on and adopt latest technologies as soon as they are available. With IVR and AI handling the communication, Cloud telephony is among one of those technologies which can increase this sector’s efficiency and customer reach manifolds.
Cloud telephony allows the service providers (hospitals etc.) to contact a large number of clients at a same time, remind their customers of their appointments and even their medicine schedule regularly. It also allows to spread awareness among clients and others about healthcare problems, epidemics and  even allows to receive feedback from customers. Also, due to low cost and for being more efficient than live staffs (which have limited capacities), several healthcare service providers have adopted Cloud telephony.
Generally, hospitals have a few call attendants who have limited capacities and most of the times the phone lines are busy, resulting in several calls being unattended, which in turn results in losing the customers. Cloud telephony resolves all these problems by attending hundreds of calls at a time and giving staff an ample time to deal with most important calls.
From customers’ perspective: Customers can enquire about the doctors available, medical charges, medicines available and appointments etc., without disturbing the call attendants. A single number would allow anyone to connect to any department, giving a sense of professionalism and convenience. Patients can also access their lab reports or lab report status over the phone. It can also allow to fix appointments or reschedule appointments over IVR. The benefits are boundless.
It is not only limited to customers. Using cloud telephony, different departments can be connected smartly for communication. Hospitals can even reach out to people other than their client using the above technology thus increasing their customer base manifolds. In case of emergencies several doctors across the country can discuss the cases together with just a single push of few buttons over con call.
For those who have it, benefits of cloud telephony are uncountable but those who do not opt for cloud might lose their clients to other healthcare service providers in coming decade.

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