How to Choose the Best IVR System for Hotels & Resorts

Choosing IVR for hotels is much the same like buying a product. You look at the specs, performance and reviews before zeroing in on a vendor of IVR solution. Then again you have the analogy of the way nobility used to buy Rolls in the days gone by. They would get the chassis and have custom coachwork. You could say that choosing hotel IVR is almost similar. The underlying open source framework is the same. Little touches of customization and implementation distinguish the IVR’s performance. It is necessary given the way hotels and resorts operate.

Double sided IVR

There are two sides to operations of the hospitality industry. One is external relating to inquiries and bookings. The other is internal related to guests in residence and internal actions like a guest setting a wake up alarm, ordering food or a taxi using the hotel IVR system. The two need to operate in separate channels but unified in a CRM at the backend.

Visual IVR

The way visual IVR is gaining in popularity is an indicator of just how much better it is compared to the audio prompt based IVR. Whereas a caller would have to listen to the audio prompts in sequence and thus waste time while frustration mounts, the visual IVR solution presents the entire menu at a glance on the caller’s smartphone screen. He can directly tap the service he wants.  If the customer wishes to speak with a human agent, all he has to do is tap instead of following a labyrinth of myriad key presses. Think just how delighted the customer would be with this type of self service.  

Smartness

Let us admit it. IVRs are pretty dumb. That need not be the case for the hotel IVR system you choose. Find the right vendor that offers AI embedded IVRs that can sense mood of caller, recognize language and even offer natural language translation as well as text to speech and speech to text and you will love to use the IVR as will customers. The hotel industry needs to address customers calling from any part of the world in any language. An IVR that recognizes language, or at the very least recognizes the country from the country code prefix can greet callers in the language of that country. Customer experience matters and the day is not far off when, instead of just a series of responses, your caller will be talking with a near humanoid IVR. For the present, however, you may have to make do with bots.

Periscope to the future

If AI will make inroads into IVR to improve it then there will also be AR and VR down the road. A customer calls and wishes to know about directions or about the room and amenities. The IVR gives him a walkthrough, or places him on a map. While that is still to come, it is comforting to know that IVR systems available today can give him details of the room, tariffs and driving directions.

The vendor is just as important as the IVR solution you choose because of emerging technologies to be implemented in the time to come. Constant support, evolution of the IVR and possibly hosted service should count when you choose IVR.

Source: https://www.asteriskservice.com/how-to-choose-the-best-ivr-system-for-hotels-resorts

IVR Development Trends in 2019 | Asteriskservice

The term Interactive Voice Response leads one to believe that there is a high degree of interaction. So far, callers have to listen to pre-recorded messages and then their interaction is limited to just key presses. It is time wasting and, in many instances, does not serve the caller’s purpose due to limited menu options. Happily, trends for 2019 indicate that IVR could change for the better.

Artificial Intelligence in IVR

• Artificial intelligence integration in IVR development leads the transformation. Instead of a rigid hierarchy of trees and branches, we have flexible and more human-like options that callers will like.
• AI and language capabilities lead to better interaction since the system can identify caller’s language and switch to the same language. If the call must lead to a live agent, then it goes to one with that language capability. Natural language processing feature could speed up the process from the customer perspective and take him straight to the resolution point instead of labyrinthine key presses that can be so frustrating.
• IVRs could evolve to a point where callers interact with intelligent chatbots. The experience is nearly similar to talking with a live agent.

Asterisk Service has an edge in intelligent IVR deployments since its parent company is engaged in Artificial Intelligence and Asterisk IVR solutions are AI infused.

Visual IVR

No, visual IVR in an IVR solution yet does not mean you can interact with a live person. Instead, it is a system of displaying menus on the screen, possibly a touchscreen smartphone. The screen will display the entire tree and sub-menu structure making it easy for a caller to jump straight to the option of his choice. This can be particularly helpful in payment IVR where he has to tap on the payment mode and jump straight to payment using that mode.

The Visual IVR can also have spin-offs such as skill based routing and exchange of documents. The visual IVR alone should help convert more callers to take the route and resolve whatever issues they have without human intervention. Visual IVR also opens up possibilities of tutorials, access to help pages and videos.

Call backs

The most frustrating thing about IVRs is that companies usually play a promotional message before the menu is presented which is the start of innumerable key presses. Ultimately, when they choose to speak to a human agent he is on another call. IVR implementations could see that option of call back presented right at the start. Caller can do something else until the agent calls back.

Users can adapt IVRs

The dynamic IVR should become more popular since it lets businesses structure and restructure their menu and sub-menu systems according to feedbacks from users.

Hopefully, in the years to come, IVRs should get to a point where callers actually love the facility and Asterisk Service leads with its AI powered intuitive IVRs.

Source: https://ivrsystemdesign.wordpress.com/2019/01/28/ivr-development-trends-in-2019-asteriskservice/

6 Tips for Creating a User-Friendly IVR System

That IVRs are beneficial for business enterprises is beyond doubt. However, its implementation could lead to caller frustration and customer churn. Enterprise clients may blame the IVR developer but it takes two to tango. Better understanding will help developers come up with a user-friendly and functional IVR that delivers delight instead of rage.

1. Shortcut to human agent

The IVR system can look like a wall to some customers who simply do not like the lengthy process of key presses. One way to keep them happy is to provide an option for them to be able to speak to a human representative in the first menu itself. Callers are more likely to use IVRs if they know they can get through to a person on the first attempt instead of being stonewalled with set responses.

IVRs are put in place to reduce load on human agents and because they are available for customers 24x7. This also means when you offer a human agent contact option, the IVR should have some findme/follow me feature ported to mobile so that the caller does get to talk to a person about his problem.

2. Identify caller and guess purpose

Smart delivers go beyond the mechanics of IVR solution to incorporating CRM into the ecosystem and endowing it with some Artificial Intelligence. AI certainly helps:

• The caller can be identified by name by referring his number in the database
• His purpose can be identified based on his past interactions with the company
• Sense his mood and respond appropriately or transfer call to human agent.

3. Prompt response

IVRs work on a series of prompts and responses. Say, a caller has followed a prompt. It is for the IVR system to initiate the right response as fast as possible instead of putting the caller on interminable hold.

4. The fewer the options, the better

It is tempting to design a menu that has anywhere from 1 to 9 options but by the time the system enunciates these options the caller has forgotten which number relates to which option. The best way is to include four options in a tree and branch structure. Callers remember. It takes less time.

5. The more important ones first

Which caller will like to wait until option 9 is stated, which is what he needs. If he is presented that one first, he will be a happy caller. Is this possible? Can the IVR identify number and link to database to decide on a set of menus to present the caller based on history and transactions? It should not be difficult if you have the right IVR solution provider.

6. Be ready to modify and refine

Do not be complacent that once an IVR system is in place there is nothing more to do. In fact, it is a starting point. The IVR should have some sort of data collection and analytics features so that user behavior can be monitored and taken as inputs to tailor the solution to fit caller expectations.

Source: https://ivrsystemdesign.wordpress.com/2018/12/28/6-tips-for-creating-a-user-friendly-ivr-system/

IVR Development for Businesses –Avoiding the Pitfalls

IVR arrived on the scene. Businesses adopted it in droves. IVR does help businesses save on manpower costs and provide a measure of self service. No less important is that the system can gather data and also fetch data from a backend CRM. However,  interactive voice response systems delivered on some promises but became the cause of customer churn in some cases. This can happen to your business due to a dumbed down IVR with a rigid set of responses. Callers can become extremely frustrated. They will leave.

IVRs are truly helpful for business

A business can adapt an IVR according to the purpose. IVR systems can provide information to callers. It can also be used for payments and for carrying out surveys as happens in outbound IVRs but the main focus is on inbound IVRs as a versatile business aide. By providing self service companies need not have employees dedicated to the task. They can work on something more productive and business certainly benefits.

IVR has pitfalls too

Since most business owners are not aware of the capabilities of IVR and also its pitfalls, they usually go in for a set of structured responses according to the purpose. As always happens, this type of system developed on the basis of anticipated queries can only give limited satisfaction. Some may make it more complex. This leads to innumerable key presses and wait times. In both cases, the caller becomes frustrated and shifts loyalties elsewhere.  Fault is not in the IVR but the way it is understood and implemented. Should you wish to implement IVR then it is wise to know the advantages and avoid pitfalls of IVR by retaining an expert and experienced company for IVR solution development

Pitfall one

A rigid hierarchy of responses implemented in the IVR means callers can only have limited options. Getting through to a live agent may not even be a feature and this can be quite frustrating. Solution: If you must implement a limited functionality IVR then at least analyze and research call patterns and query patterns so that the IVR answers most queries. Also, let your developer know that he will be required to make changes as you get feedback.

Pitfall two

Too many branches to the tree. Companies think that a portmanteau IVR that covers all possible queries and purposes. This leads to development of a very complex IVR with many branches and innumerable key presses. A caller who is in a hurry not only gets frustrated; he can become furiously enraged that he is getting nowhere. Solution: In this type of scenario a dynamic IVR solution implemented by specialists in IVR development helps you get it right and avoid customer churn.

Pitfall three

Not understanding or accepting that some callers may like to talk with a human agent. The wise thing is to provide this option right at the start of the interaction but then companies may ask, if a human agent is to attend calls what is the point of IVR? Solution: Dynamic IVR with a measure of artificial intelligence is what modern businesses need to make IVR a delightful customer experience. AI in the IVR can sense a caller’s mood and switch him to a live agent! Dynamic IVR can help companies customize the tree to their liking based on customer feedback and delight callers with fast resolution.

There is a lot that can be done with dynamic IVR implementations in business and when you have the right IVR solution Development Company, your business grows, costs reduce and customer base increases.

How Custom CRM Development Accelerates Business Automation

Software tends to acquire new features with each upgrade and it leads to a point where the package becomes so bloated that users find it difficult to find precisely the features they need. It is no different in the case of CRM. Proprietary CRM packages are no doubt feature packed but this same quality can present obstacles in use.

The solution is custom CRM application development. Customized CRM has only those features that an enterprise needs for its sales, marketing, service and invoicing functions. The workflow becomes smooth and fast because employees can access features they need without waste of time. Specialists in CRM development services can customize dashboards to suit various departments like marketing, sales and service. Such customized solutions make it possible to create charts in minutes and have notifications and alerts that even extend to the mobile platform.

Another advantage of custom CRM is that workflows can be automated based on the company’s method of operation. Automated alerts can help sales people contact prospective customers no sooner they receive notifications on their device. A company may handle dozens of orders in a day or even more and automation speeds up business process leading to increased revenues and better customer satisfaction since customers are automatically diverted to the right person to handle their query.

Data is at the core of efficient CRMs. Customizing CRMs means including only those data fields that are needed for that specific business, which results in faster input of data as well as access at a later stage, which results in faster throughputs.

Custom CRM developers can port data from and to any third party application which greatly reduces workload and time it takes to complete tasks. Exchange of such data is automated and automatically reconciled which again translates to avoiding duplication of work and faster business processes. Custom CRM can integrate SMS, Email, fax, whatsapp, mobile and phone as well as accounts in an easy to use interface. Just imagine the benefits of such a unified solution in a CRM customized to your needs. The icing on the cake is that you pay far less for custom CRM than for a proprietary bloated package.

Source: https://ivrsystemdesign.wordpress.com/2018/06/20/how-custom-crm-development-accelerates-business-automation/

IVR Clinic Concept Trend in Market a Focused Approach to IVR Development

In the beginning was IVR. It was relatively simple and the caller was directed to push a few buttons to get the desired information or service. As in all things IT, IVR evolved and today, IVR development has gone the clinical way. No, this does not mean IVR for hospitals and clinics but that IVR development has become customized just like specialist clinical services. IVR has become truly interactive as customers can do more than just find information; they can actually carry out operations that obviate the need for a human agent at the other end. Customization is the key.

One size does not fit all

The old adage holds true in the case of IVR too. Businesses need to choose a custom IVR creator provided by the right developer so that the IVR suits the intended purpose. It is no secret that extended and complicated IVRs that lead nowhere are very annoying and off putting. Custom IVR creator helps companies define specific functions that speed up operations, reduce headaches for callers and help them achieve their objective. IVR menu builder software helps companies define key presses and appropriate related functions that translate to better caller satisfaction. Consider the various types of customized IVR solutions that are focused on better customer satisfaction in specific segments – a truly clinical approach. 

Hotel IVR

Callers need to know location of the hotel, directions on getting there, tariff, rooms available, amenities, book a room, cancel bookings and make payments. Hotels may go a step further and include suggestions, ratings and feedbacks through IVR menu builder software. A caller can accomplish what he sets out to do with precise steps.

Appointments

Professionals need not employ a secretary to handle appointments. Callers can make an appointment through the custom IVR creator used by the professional to schedule an appointment and remind him of his appointments. The IVR will remind the professional of his appointments through voice call, SMS or email. This can be used by clinics and hospitals besides lawyers, chartered accountants and consultants.

Handling complaints

Human agents can be unpredictable and can react under pressure in a way that creates an adverse impression. An automated IVR ticketing solution takes care of registering a call, noting a dispute, diverting it to the concerned department and then keeping the right information available for the caller.

For these and other applications the dynamic IVR builder software focuses on uniqueness of each business segment and employees unique methods to manage customers and the process. Callers are guided with prompts and a selected option could lead to another set of prompts with sub-branches if so desired. It is just indispensable for virtually all businesses because it can do so much more than one single human agent can.

Source: https://ivrsystemdesign.wordpress.com/2018/01/22/ivr-clinic-concept-trend-in-market-a-focused-approach-to-ivr-development/

Types of Asterisk-based AGI Scripting Service

AGI, also known as Asterisk Gateway Interface is an Asterisk-based language-independent scripting that can be utilized to develop an API for call processing. It provides a standard interface that enables external programs to control the Asterisk dialplan. It permits programmers to write simple programs to manipulate and route calls on Asterisk servers in a simple and lucid manner.

AGI script communicates with Asterisk with the file handles like STDIN (Standard Input), STDOUT (Standard Output),and STDERR (Standard Error). As per AGI script, any input coming in from Asterisk would be considered STDIN, while output to Asterisk would be considered as STDOUT.

As the AGI scripting service is language independent, it enables programming with any programming language of your choice namely PERL, PHP, Pascal, Bourne Shell or even C/C++ scripting.

Depending upon their usage, AGI has 4 variants that are different from each other. They are listed as:

1. Standard AGI: It is the simplest and widely used form of AGI that runs on local PBX and communicate with Asterisk through socket descriptors. It allows usage of all simplex AGI commands.

2. Enhanced AGI: EAGI is an advanced version of AGI scripting that allows the file descriptors on the local machine using STDIN and STDOUT. However, the function is seldom used but it gives the developer the way to analyze raw data. It enables the developer to access audio channels directly for calls being processed. Substantially, EAGI can be used to create applications that can tap into an inbound audio stream, analyze it, and perform tasks in accordance with that stream of data.

3. Dead AGI: Another simplified version of AGI that enables Asterisk to run after the call is known as the Dead AGI. The invocation is similar to the regular AGI script that works to reduce the hangup error.  

4. Fast AGI: AGI developed over TCP protocol is provided as a solution to developers who need to run resource-intensive AGI programs. Technically, the resources necessary for the AGI script to run are devoured by a completely different process, and not Asterisk. The Asterisk server itself can process calls deploying the TCP socket, which were previously based on standard input/ output communications.

Once an AGI script has been invoked, a preset information flow is swiftly performed between the AGI script and Asterisk. AGI scripting is one of the most compelling reasons to choose Asterisk over a closed, proprietary PBX. You can get the premium AGI scripting services at AsteriskService to meet your business communication requirements.

Source: https://ivrsystemdesign.wordpress.com/2017/12/29/types-of-asterisk-based-agi-scripting-service/

Six Ways Hotels can get the most from Asterisk-based IVR Solutions

As the tourism industry is strengthening its presence globally, it has opened a new gateway for the hospitality sector. People not only travel for visiting new places but also for business purposes or meeting their families. The technology is paving its way into the hospitality industry so it can be easy and fast to attend and answer the queries of many people at once.


Hotel IVR solutions are like your auto-attendant who resolve customer queries of hotel visitors without the need of a physical attendant. Customized IVR solutions enable hotels to book rooms for the customers from a remote location without using the Internet. This technological adaptation reduces the call cost of common sales, service, collections, inquiry, and support to and from the hotels.

 

The hotel IVR system is a normal Interactive Voice Response System, which is particularly designed and developed for hotels. The customer only has to call on the predefined number. Then, IVR system will guide the customers as per the fed instructions.

Here are the six noteworthy ways on how you can use IVR solutions at their best to improve your hospitality services:

1. Seamless data integration: It makes hotel billing easier as the guest information will show all the value-added services guests availed during their stay. Entire data of guests is easily available for hotel reference as well as for guest’s information in hotel’s CRM.
2. Efficient resource utilization: If you a running a small size hotel or if you are having numerous guests on a single day, your services should never be affected by any means. IVR eliminates the need for dedicated hotel attendants and allows them to work where their services are required at the particular time.
3. Round-the-clock availability: Hotel IVR system eliminates the need for an individual to take care of services at night hours. Voicemail prompts enable you to stay connected with your clients from across the globe at any time.
4. Automated operations: Now, customers don’t wait in a queue for booking hotel rooms or to get their food served. IVR automates every operation, even check-in, and check-out processes.
5. Reduces customer’s wait time: Hotel IVR solution automates every service like laundry, food, etc. This reduces the waiting time for the customer, which ultimately results in customer satisfaction.
6. Improved ROI: Hotel IVR system improves customer services and enables even the small hotels to excel. It includes automated welcome messages, allowing guests to order services using phone keypad and front desk phones with guest information display.

At AsteriskService, you will get the best-in-market IVR solutions for the hospitality industry. We offer custom IVR solution and software development services to the global clientele.  

Source: https://ivrsystemdesign.wordpress.com/2017/12/07/six-ways-hotels-can-get-the-most-from-asterisk-based-ivr-solutions/

Four Wonderful Benefits of DID Router Solution

Direct Inward Dialing (DID) router is the telephone service that allows a phone number to ring through directly to a specific phone at a business instead of going to an IVR menu or a queue while eliminating the requirement to dial an extension. DID router solution eliminates the need of having an attendant or an automated attendant.

With DID router, a company can offer its customers individual phone numbers for each person or each department within the company without requiring a physical line into the PBX for every individual connection. This affordable VoIP solution enables easy management of numbers assigned to individual telephone numbers. Using DID router, you can get your number changed with the feature of custom DID number. DID numbers turned important in IP communications in connection with SIP trunks and hosted phone systems.

Here are certain ways with which DID router can add value to your business:

1. Manage incoming traffic: DID router helps in managing the incoming traffic more efficiently by enabling you to contact the particular person directly. Rather than answering every incoming call, the operator can be reached only when needed by the incoming caller. This enables the operator to attend to other duties during the day.
2. Reduce dependency on attendants: Whenever you make a call, you don’t have to explain the attendant about the person you like to contact. Also, you need not choose an extension from the list, for contacting that person.
3. Reduces call holding time: When you are calling anyone, you like to contact them without any delay. The act of listening to the automated attendant, or to be placed on music on hold is usually a cumbersome process. DID router is a savior.  Assigning DID number to every employee gives callers quick and direct access to each employee. DID router is responsible for routing the call to the intended person only, this reduces the call holding time for a caller.
4. Affordable solution: When your business is diversified and spread across multiple locations, you can save money by taking an individual phone connection and utilize IP technology with the DID routers to access the individuals from every location. This not only eliminates the cost and maintenance charges at PBX but also reduces monthly dial tone bills.

At AsteriskService, we offer the best-in-market, customized  DID router solution to manage your business communication more effectively.

Source:https://ivrsystemdesign.wordpress.com/2017/11/02/four-wonderful-benefits-of-did-router-solution/

How Order-tracking IVR Solution benefits Logistics Industry

In today’s technology-driven age, IVR (Interactive Voice Response) solutions are known to offer the access to various services with the help of a mobile phone. The IVR solution can perform a range of functions and companies tend to embrace this technology for enhancing customer experience. Order-tracking IVR facilitates customers to book their orders and track them simply through a phone.

Logistics, Delivery & Collections companies have to face a lot of trouble while collecting the real-time data via their field executives. Deploying order-tracking IVR solutions into logistics can ease this process. Logistics IVR solutions are like business receptionist that reduces the manual work of several hours. Order tracking IVR solution proved to be very beneficial for your ecommerce business as well as for logistics services.


The key benefits of order-tracking IVR solutions are listed as follows:

1. 24/7 connectivity: With customized order-tracking IVR software, you can allow your customers to make inquiry round the clock. They need not switch to their laptop or desktop to track order on the web interface, they can do it anywhere, anytime, without any access to the internet. As the office hours and holidays breaks connectivity and limit the employee’s availability, IVR systems are always at the customer’s disposal.
2. Swiftly handles higher call traffic: Order-tracking IVR solutions are known to handle high call volumes efficiently. It reduces the call hold time and thus enhances the possibility of managing the greater call flow, especially in the peak hours.  
3. Improves brand image: With the prevailing trend of e-commerce, the business of the logistic companies also increases. When customer satisfaction is your utmost need, you need to choose the best Order tracking IVR software, which can help you improve your customer services, which in turn, improve your brand image.
4. Reduces operational cost: You don’t have to hire a dedicated staff capable of handling your call flow, this gradually reduces the investment in hiring individuals as well as managing a robust infrastructure.
5. Call routing to the specific agent: When your customers call to inquire about a particular product and you will attend numerous calls manually, it will gradually increase confusion. Even, many times calls ain’t routed to the dedicated customer executive for the service, which adds frustration on the client and customer end. However, the Built-in feature of order tracking IVR solution offers efficient call routing as per the customer’s query.
6. Secure access to order details: With logistics IVR solution, you can track the live route of your orders and your order details are secure with the company. You can check the details by calling forms your registered number only or else you need to feed the OTP.
   
   

At AsteriskService, we offer the best-in-market automated order tracking IVR solutions for your logistics or eCommerce business to improve services and enhancing a customer satisfaction rate.

Source: https://ivrsystemdesign.wordpress.com/2017/10/13/how-order-tracking-ivr-solution-benefits-logistics-industry/

All You need to know about Quiz IVR

When IVR solutions are utilized for making quizzes and competition, it is named as Quiz and competition IVR. It is common among several voice portal services.

IVR solutions work as per the algorithm and they can be customized as well. Quiz IVR software can ask a number of questions in a random fashion. The software will also record the user’s answers which may be entered by dialing the notepad or speaking into the microphone. Later, IVR takes predefined actions on those recorded answers. Such quizzes were frequent a few days back, but now, IVR solutions are also used for making the screening tests of the job aspirants.

Companies use IVR solutions to inform their customers about their value-added services. Clients like to connect with the companies and get their queries solved instantly. But, it is not easy to gather the customer feedback because people, at times, avert to explain their experience, once the issue is resolved. Customer feedback, review, and rating is important for any business. IVR solutions can provide an easy feedback mechanism.

Here are some of the important benefits of Quiz and competition IVR are listed as:

1. Simplifies customer screening: Quiz IVR solution is deployed to provide the questionnaire for the candidates. Here IVR calls up the targeted candidate and asks related questions. It eases the screening process and saves time for manually visiting the test center of various companies. IVR questionnaire acts as a filter for first line screening of candidates and judges whether the candidate is apt for the second round of interview or not.
2. Enables customer verification: Quiz IVR software can ask the customer to their names, ID, date of birth and other verification details to cross check with their inbuilt database. It can ensure the authenticity of the customer while building trust for your brand.
3. Improved customer satisfaction: It is important to resolve the customer queries quickly. With Quiz IVR, the customer can put the query for which they are calling and the call will be directed to the related department. This resolves the issues more quickly and improves customer satisfaction.
4. Reduced operational cost: IVR solutions are completely automated systems that eliminate the call waiting or call on hold, which reduces the customer call time and the operational and calling costs.
   
   

At AsteriskService, we develop the premium quality Quiz IVR software for taking basic HR interview as well as for announcing about the promotional offers of your business. We offer custom IVR solution and software development services to the global clientele.  

Source: https://ivrsystemdesign.wordpress.com/2017/10/06/all-you-need-to-know-about-quiz-ivr/