IVR / Self Service Solutions

The SMART Group utilises top of the line IVR (Interactive Voice Response) technology, which enables us to provide an extensive range of options for our clients in catering to their customer’s needs.

Many contact / call centres continue to deal with spikes and excessive call volumes without focusing on ways to minimise the number of enquiries that are received at the centre.

At The SMART Group, we understand that different business models require a variety of services in a contact / call centre environment, and as such can implement detailed call routing and grouping strategies, virtual states, as well as self help technologies in order to cater to specific requirements.

As part of the initial Optimisation review, we can:

• Identify particular work types that can be automated (account balances, bill payments, product information etc.)

• Develop a quality inbound routing strategy that provides the most pertinent options to the customer / prospect, and a quality user experience

• Implement more extensive Voice Recognition functionality

• Build, maintain and continually improve any IVR solution that is required for our client.