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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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Detailed Call Analysis with Cloud Telephony


Being said “Data is the New Oil”, any business looking for market growth or looking to becoming a market leader should know how to record, analyse and utilize the data. This would help any organization to understand where they stand and where they need to be. With this they can alsokeep a track on the performance of their agents and understand their potential customers.

Cloud telephony allows you to analyse data like call volumes, call time, cost time, costs per call, missed calls, solving rates and much more.

Analysing the data with cloud telephony would:

  • Allow you to understand your customer segment better
  • Stream line your call centre and support operations
  • Reduce expenses
  • Minimize customers’ rate of attrition
  • Make handling calls unprecedentedly easy
  • Allow you to track which customers have gone unattended so they can be contacted soon.

Control over the data and proper toll for data analysis can give any organisation a great leap over competitors. Adopt cloud telephony and have a proper command over your communication data.


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