Auto-Attendants Shouldn’t Be Villains to Your Customers

By Matthew Hilton

Interactive Voice Response (IVR) or Automated Attendants (auto-attendants) are often times a very confusing and frustrating feature for both phone system administrators and callers alike.  In theory, they’re supposed to help guide your callers quickly and efficiently to their destination, while minimizing wait times and the number of transfers, holds, and complications that can arise from utilizing a human operator.  In reality, however, many callers are quickly frustrated by having to provide what seems to be useless information just to ultimately reach someone that cannot help them.

But, I have a secret to share with you.  Not all IVRs are bad.  In fact, the good ones are those that you don’t even notice. Let me explain.

The main problem with many IVR or auto-attendant systems is that the administrator has to utilize special codes, advanced programming languages or frustratingly limited functions in order to try and accomplish their business goal.  Whether that goal is to gather information from the caller before a call goes to a help desk, for example, “Please enter your ticket number,” or simply to help route your call based on your language preference “press one for English, two for Spanish,” and so on.  Because of these complicated setup restrictions many times callers – your customers – suffer.

An Award-winning Alternative

With Switchvox, its native-language, no-coding-required, graphical interface, advanced functions and no depth limitations, advanced IVRs can be set up in minutes with simplicity and ease.  For non-programmers, this means you can set up advanced IVRs with multiple options, that truly help both your organization and your callers.

Using IVRs with Switchvox is not only easy, but it also simplifies many processes for both your call takers, your administrators and as well as making your callers have a better experience, often times without them even knowing it.  

Auto-attendants: More Options

Some examples of advanced, yet easy-to accomplish IVRs created using Switchvox include:

  • Creating employee hotlines, for calling out sick, or for checking hours or open/closed statuses based upon weather (weather closure hotline)
  • Creating after-hours advanced alerting/paging solutions, to replace outsourced call centers
  • Altering Caller ID name on phone displays, to provide the person answering the call with additional information, such as: what business the caller is calling from, showing an order or ticket number, and so on.
  • Designing customized workflow automation or business application-specific tie-ins, such as retrieving information from a CRM application, or sending email’s to administrators when high-profile client’s call in.

Interested in learning more about how Switchvox makes IVRs and auto-attendants worthwhile again? Join me for a weekly demo of Switchvox, followed by a brief Q&A.

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About the Author

Matthew Hilton

Matthew is the Switchvox Product Marketing Manager for Digium. Matthew has spent the last 15 years in various IT roles working for multiple Fortune 500 companies and Value-Added Resellers. Not one to sit idly by, his job titles have included, Business Analyst, Systems & Network Engineer, VOIP Engineer, Programmer and Marketing Specialist. He graduated from Eastern Connecticut State University with a BA in English and a focus on Business Information Systems.

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