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Saving time is saving money; let your IVR- Helpdesk integration help you. We recently integrated with InContact an ACD platform, which offers telephony services. This allows us to gather information from the caller before placing them in queue. Why shouldn’t you do some preliminary information gathering? I can’t think of any reason not to.

When partnered with the right helpdesk solution this will allow auto generation of a case based on ID, name, account, etc. this saves the agent’s time by saving clicks. With the correct IVR you can shave a minute off of each call. You do the math. Allowing your customers to enter in their information into the IVR will also allow for a more personalized greeting also when the call arrives to the agent. Who doesn’t love to hear their own name? A good balance of do it yourself information gathering to the live agent can save valuable time and money without irritating your customers. These options can also lower the time searching for a customer or business by having the information loaded as the call is coming to the agent. Having the information loaded the agent can then great and begin helping the customer promptly.

Multi branded helpdesks can also use this information to gather brand specific data. If you are a Multi Branded Call Center this allows for a more specific brand greeting. One helpdesk solution for many brands and the caller on the other end will not even know the difference. Please visit the site again for my next article on multi branded helpdesk solutions.