During the Call
Once the call is connected to Phonexa’s IVR (Interactive voice recognition), the customer is given the option of entering their information via phone keypad, or using VoicePLUS, Phonexa’s proprietary voice recognition system. The IVR acts as a filtering system to ensure that the caller is connected to the appropriate agent.
The appropriate agent might be based on the first available, by skill set, or any other parameter of your choosing. Our custom IVR’s make it easy to route your calls in the most efficient way possible.
The IVR process collects the caller’s phone number, the location they called from, their inputs and the reason for the call. Calls can be also recorded for training or compliance purposes.
During the call customers can answer a set of questions to fill out applications, while answering IVR questions and through our API connection with your database, we will begin to search your database according to the answers being inputted by the customer in real-time.
During the call, Phonexa’s real-time engagement gives you the power to make decisions that enhance the customer experience as they happen. Representatives make informed decisions based upon the information presented by Phonexa on the interface.
It’s the very best on-call analytics in the business.