Magazine article CRM Magazine

Using Outbound IVR and SMS to Improve Workflows and Streamline Business Processes

Magazine article CRM Magazine

Using Outbound IVR and SMS to Improve Workflows and Streamline Business Processes

Article excerpt


More companies are using outbound interactive voice response (IVR) to improve the customer experience. Automated outbound calls and SMS messages can quickly deliver information to hundreds or even thousands of customers, reducing inbound inquiries to agents and curtailing customer frustration, while personalized reminders and opt-in notification services drive loyalty. If you already use proactive outbound, you know first hand the associated cost savings, operational efficiencies and customer care enhancements. But are you taking full advantage of the technology?

With growing emphasis on agility and efficiency, have you considered how the same technology can automate common business tasks to reduce human latency in workflows, facilitate pending interactions, initiate required transactions and even enhance security? In fact, using Outbound IVR and SMS to communications-enable business processes can uncover opportunities for efficiency that result in measurable performance improvements and cost savings.

Common examples of communications-enabled business processes include:

* Integrating with scheduling systems to send appointment reminders and request confirmations

* Automatically triggering interactive payment reminders from billing systems

* Quickly locating available specialists and experts

* Enhancing security by integrating automated authentication processes when exposing sensitive data

* Notifying team members when a task is ready to begin, reducing idle time and expediting processing time

* Improving employee time and attendance applications

* Allowing field workers to update progress via SMS, mobile app or IVR

Opportunities for improved workflow can be found in many departments, including accounting, human resources, customer service, eCommerce, supply chain management and project management--resulting in fewer internal bottlenecks, improved productivity and faster decision making and responsiveness in competitive marketplaces.

When selecting an outbound solution, choose a vendor with the functionality and expertise to deliver the right technology coupled with best practices. …

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