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Cloud Contact Center IVR

An intelligent Interactive Voice Response solution that guides customers along their journey.

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Magnetic North now West


 

Interactive Call Choices

IVR Gives Inbound Callers Interactive Choices

With West Cloud Contact Pro’s hosted IVR, you can ensure customers are directed to the right place quickly and without frustration, whether they need an agent or can complete the transaction using the self-serve feature.

You can even offer 24/7/365 service to callers so that when agents aren’t available, the IVR can still take orders and payments automatically. Our drag and drop call-flow editor allows you to easily build advanced automated call flows that will save time and increase customer satisfaction -- and you’ll be up and running in minutes.


Prioritize Calls Database Integration

Prioritize VIP Customers with Dynamic Routing and Database Integration

​Bump designated callers to the top of your queue, or divert customers with an overdue balance to your collections department. You can route all callers to specific routes based upon their database status using data from CRM systems, ERP, financial system data and much more using open industry standards.

You can also upload XML and CSV files via FTP for further data integration. Data integration personalizes the customer experience and gets callers where they need to go seamlessly and transparently.​


Automate Transactions

Save Agent Time and Increase Service Levels

​With our IVR software, you can automate low value transactions, such as balance checks or service appointment confirmations, without using valuable agent time during normal business hours. You can also increase agent productivity by automating the collection of customer data upfront, so that agents already have customer information at hand instead of asking for birth dates and their mother’s maiden name.

​When transactions are complete, you can even automate follow up with multimedia notifications. Send emails or texts to confirm the details of the IVR transaction, increasing customer confidence and satisfaction.

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