What is IVR in Grandstream UCM? User guide

Interactive Voice Response is a telephony feature that allows the callers to communicate with a phone system via voice instructions or keypad inputs. Therefore, Grand stream’s UCM series are popular for its strong Unified Communication solutions and combines a strong IVR abilities. In this detailed preview, you will learn about IVR in Grandstream UCM, its working and benefits for the improvement of customer engagement and automate call management.

What is IVR?

Interactive Voice Response is an automatic calling system that communicates with callers, collects information, and routes calls to the suitable recipient or section. Thus, it is utilized to get automatic responses to frequent questions and simplify the procedure of directing calls to the exact department. Therefore, An IVR system can welcome callers, offer menu options, and gather information. This information is about account numbers or service requests via keypad inputs or voice instructions.

What is IVR in Grandstream UCM?

The Grandstream UCM sequence, consisting of models such as the UCM6200 and UCM6300, which are available with default IVR abilities. Hence, these systems support different IVR configurations that help businesses to manage automatic calls, lower waiting times, and improve the gross customer experience. Therefore, significant features are multi-level IVR, customizable prompts, call routing, and time-based routing.

Essential Features of IVR in Grandstream UCM:

Multi-Level IVR

1. Grandstream UCM6304A in Pakistan is available with multi-level IVR. Hence, it enables the businesses to generate a hierarchy of menu options to manage more difficult call flows.
2. For example, an initial IVR can direct callers to sectors like sales, assistance, or billing. However, a secondary IVR can be consumed to route calls within the chosen sector.  Thus, these sectors can be sales representatives for multiple locations. 
3. This aspect is specifically helpful for big organizations that have a requirement of delivering multiple services to their diverse sectors. 

Customizable Voice Prompts:

1. The Grandstream UCM system enables the administrators to generate custom greetings and voice prompts for their IVR menus.
2. These prompts are recorded directly via UCM's web interface or uploaded as audio files.
3. Customizable prompts are perfect for giving a custom-made caller experience. Hence, it gives greetings, guidelines, and information made for your business.

Automated Call Routing:

1. IVR on Grandstream UCM can direct calls automatically on the basis of the caller’s input.
2. For instance, a fundamental IVR menu might guide callers to press 1 for sales, 2 for assistance, or 3 for billing. Therefore, the system will transmit the call to the perfect extension or queue on the basis of input.
3. This automation saves time for both consumers and staff by directing the calls to the exact place instantly and effectively. Thus, there is less chance of error and the call directly goes to the customer.

Time-Based Routing:

1. Grandstream UCM also supports time-based routing within the IVR system. So, it enables you to set various call routes on the basis of business hours or particular timings of day.
2. For example, the configuration of IVR allows the sending of calls to a voicemail box. Moreover, it helps an after-hours assistance line outside of routine business hours.
3. Although, it makes sure that customers get the information about the business's accessibility and can convey a message to emergency support. It is necessary in case of urgency.

Multi-Language Assistance:

For businesses that act as a diversified customer base, the configuration of the IVR system in Grandstream UCM is simple with diverse language options.

1. It enables the IVR to represent callers with a menu that gives them an option to choose their favorite language before moving with the options.
2. Multi-language assistance is ideal for companies working in multilingual locations or those with an international customer foundation.

Combination with Call Queues and Ring Groups:

1. There is a combination of IVR systems in the Grandstream UCM with call queues and ring groups. Hence, it helps in the improvement of call management.
2. After choosing an option from the IVR menu, callers are put in a call queue if all agents are busy or routed to a ring group. In this menu, there are diversified phones ringing at the same time.
3. This combination makes sure that calls are not lost and are managed effectively during busy hours.

Advantages of implementing IVR in Grandstream UCM:

Enhanced Customer Experience:

1. IVR enables in simplifying the customer journey by giving clear and perfect options to direct callers to the exact sector. 
2. Callers acknowledge the effectiveness for reaching instantly to the exact location or people for delivering services. Thus, it helps in lowering frustration and enhancing satisfaction.
3. IVR can also give necessary information, like business hours, office locations, and replies to frequent questions. Hence, there is not any requirement for communicating with a live representative.

Economical through Automation:

1. By automating routine questions and call routing, IVR can considerably lower the workload of receptionists and customer service agents.
2. This enables the businesses to control a huge volume of calls without any requirement to increase staff as it is very much economical and affordable. 
3. Automated call management also minimizes the opportunities of human mistake in call routing. So, it gives reliability in their services.  

24/7 Accessibility:

1. The IVR system works all day and night. Thus, it makes sure that callers can access crucial data or info or leave a message other than business hours.
2. Yet, it makes it possible to deliver general customer service even when live agents are out of reach like during weekends or holidays.
3. Businesses can generate diverse IVR scripts for after-hours. Therefore, it allows consistent communication with customers irrespective of time.

Adaptability for developing Businesses:

1. Grandstream UCM’s IVR can easily be adjusted. So, it is perfect for both small businesses and huge organizations.  
2. As the business develops and call volume goes upward, extra menu levels and options can be added without any requirement for specific hardware alterations.
3. This adaptability makes it easy to adapt the IVR system to the latest modifications regarding customer demands.

Improved Expert Image:

1. A well-established IVR system can indicate an expert and structured image to callers.
2. It indicates that the business are planning to make investment in an organized communication system. This system reassures an optimized communication network to the new clients or customers.
3. Evident and expert IVR messages send a sense of trust and reliability, thus giving a perfect first impression.

Wrapping up: