Industry - Express IVR

Health Care Industry

Communication technology in healthcare allows providers to explore improved opportunities for patient care, and builds trust between providers and patients.

Eliminate most tasks

Voice & SMS reminders

CRM Integration

Emergency assistance

Live Report status

4 Key Challenges in Hospital

Challenge #1: Maintaining a track of customer communications:

A large number of healthcare call centers do not have the infrastructure in place to maintain a record of patient queries that had come up for the executives.

Challenge #3: Performance analysis:

Healthcare call centers depending on traditional communication channel aren’t able to keep a track of the performance of the executives.

Challenge #2: Recording customer experience in a central database:

Owing to the absence of a central conversation tracker, customer experience cannot be recorded.

Challenge #4: Handling diverse campaigns:

Maintaining a database of the participants and volunteers of the campaigns operated by them like weekly-check-ups and blood donation camps becomes a huge challenge for the healthcare centers.

Top 3 Challenges for Patients:

Challenge #1: Appointment scheduling:

It can be a hassle for the patients to make an appointment with the healthcare provider at the time of their choice without live interaction with the agent.

Challenge #3: Live status:

Patients desire to track the active status of their health reports, as well as the availability of healthcare professionals at hospitals.

Challenge #2: Appointment reminders:

Many patients end up missing appointment schedules owing to the lack of reminders from the healthcare providers or apps used by them.

Express IVR: Creating a link between healthcare providers and patients

Link #1: Leveraging IVR to automate administrative functions:

The routine tasks of the administrative staff of a hospital can be reduced with IVR. This system attends incoming calls automatically and professionally presents the healthcare brand. IVR facilitates smooth inter-departmental communications with prompt call transfers. It can accelerate operational efficiency of a healthcare facility while cutting down its expenditure.

Link #3: CRM Integration:

With IVR and CRM integration: It becomes fairly easy for hospitals to maintain a record of patient prescriptions, appointments, rescheduling, as well as call recordings.

Link #2: SMS & Voice reminders for prescriptions and appointments:

Auto SMS and Voice feature of Express IVR helps healthcare providers to send timely reminders to the patients about their appointments. Its personalization feature ensures precise customer details like name, medications, and more can be added to the reminders.

Link #4 Emergency assistance:

Through Express IVR you can get a 24*7 toll-free number for your healthcare facility. This number remains available at all times and can be used by patients in case of a medical emergency. It may also prove to be useful in broadcasting a messages to the staff about any disaster, arriving casualties, and so on.

Insurance Industry

Cutting-edge Cloud Telephony Solutions are the most effective way to address customer queries in the insurance sector.

Personalized Message with information

Call Center Solutions

Efficient management of leads

Customer privacy

Reduction in operational costs

Services offered by the Cloud Telephony System

To simplify customer communications in the flourishing insurance industry, our Cloud Telephony Solutions can offer a range of services and benefits, such as:

Service #1: Customize messages with relevant details:

By using automated outbound solutions you can send messages to customers with details that are specific to them, like sending birthday wishes. This would help build a personal connection with the customers. Based on the purpose of the call, automated calls can also be generated for customers with personalized details like name, premium payment deadline and more.

Service #3: Missed Call Services:

Missed Call Services is useful in measuring the response of customers to discerning marketing campaigns carried out via both online and offline mediums. Such services aid in acquiring feedback by conducting polls, and similar tools.

Service #2: Call Center Solutions:

As your business grows, so will its customers and employees. However, with the increase in the scale of business, it can become difficult to understand what agents are exactly saying to the customers, as well as whether calls are being answered on time or not. Such data can be analyzed with the help of Cloud Telephony to help managers gain valuable insights about the call center services.

Automated Speech Recognition additionally is useful in picking out specific keywords from conversations, and can provide data which agent has the most satisfied customers with the assistance of keyword selection.

Service #4: Smart and ASR-powered IVR:

An IVR system will automatically greet your customers in a professional voice as they make a call to your toll free or virtual number. It shall essentially direct the call the relevant person or department that the caller is looking for. When combined with ASR, IVR system is able to record voice responses, and would not require the customers to type the numbers in the dial pad.

Advantages of Cloud Telephony in the insurance industry

There is a plethora of ways cloud telephony systems can prove to be advantages for insurance companies.

Advantage #1: Competent management of leads:

Telephony systems can effectively track all the leads that call up the insurance company, including the missed calls.

Advantage #3: Customer privacy:

By masking the phone number of customers, cloud telephony systems helps in ensuring their privacy.

Advantage #5: Maintain customer-agent conversations:

As individual virtual number is provided for each relationship manager, customers can always call them up to get their queries promptly answered and avail timely assistance.

Advantage #7: Smooth customer experience:

Integration of cloud telephony system with banking CRM can help personalize customer experience, and make it much smoother and streamlined.

Advantage #2: Automated Services:

Automation can be used to inform the leads about new proposals or offers, changes in insurance policies or contracts, and so on, and play a critical role in improving customer care operations.

Advantage #4: Reduction in operational expenses:

By using smart IVR, insurance companies can cut down their manual costs by 60% by choosing to automate queries like account balance, new insurance plans, credit card limit and more.

Advantage #6: Simple and authentic transactions:

These transactions can be provided an additional layer of security for verifying and protecting customer data with the assistance of SMS, voice message and OTP.

Conclusion

Subsequent to adopting cloud telephony solutions with Express IVR, insurance company can get the opportunity to convert more leads with the assistance of AI-powered ASR insights. Automated Outbound Solutions allow insurance companies to reach out to the customers directly over the phone and build a personal connection. The sentiments of the customers can also be analyzed via Cloud Telephony Solutions to properly predict their requirements and provide valuable feedback for improving the sales pitch.

Mass-Media Industry

Managing, monitoring and optimizing multiple teams and channels become easy with Cloud telephony solutions, and helps enterprises to effectively connect with the target audience.

Personalized and automated recorded calls

Human-like experienc

connect free through Toll Free Number

Measure ROI & Analytics

Voice Messages and Outbound Text

Benefits of using cloud telephony in Mass-media Industry

Cloud telephony systems can help in providing your business with a major boost through its amazing features.

Benefit #1 Customized and automated recorded calls:

Develop a large customer base by personally connecting with the target audience. It can provide you with the needed edge to differentiate yourself from the competitors and develop customer loyalty. You may make automated, personalized calls to the customers by using messaging and outbound calling services in order to inform them about an upcoming campaign or festival sales.

Benefit #3 Toll-free number:

One of the biggest benefits of having a toll-free number is that it allows your target audience to connect with you without any expense. Regardless of whether the call is made to provide feedback or resolve any query, the toll-free number makes sure that customers can contact your company whenever they want absolutely free of cost.

Benefit #2 Human-like experiences:

It becomes simpler to direct the caller to the right person by using IVR solutions, and improve the overall customer experience. IVR systems are useful in providing automated voice responses that sound almost same as a human voice, and help establish connection with the caller.

Benefit #4 Virtual number and Missed call:

Missed call services can be a good way to record and improve your marketing campaigns. With Cloud Telephony, you can also get multiple virtual numbers and use them to promote your brand on various media, to determine which ones deliver the best results.

Cloud Telephony Services involves a dynamic range of functionalities, starting from toll-free number, virtual number, and voice messages to smart IVR and outbound text. All of these features can boost your marketing, customer support and sales processes to a good extent. They are also advantageous in targeting potential clients. All of these non-traditional methods work seamlessly for both large corporations and growing companies with on a limited budget.

For Startups In India

There are many flourishing startups across India that can significantly improve their customer communication process with the help of cloud telephony system.

Easy Interaction with Customers

Focus on the Core Business by the Startups

No cost of Infrastructure

It ensures Call privacy

Multiple connections

How Cloud Telephony helps Startups?

There are a variety of ways in which cloud telephony services can benefit startups, such as:

Benefit #1: Easy Interaction with Customers:

Your customer support team can make use of cloud telephony system to receive and respond to multiple calls at the same time. You will also be able to record and analyze these calls to track their performance. Agents responsible for receiving the calls can be trained to answer customer queries properly. The customer calls are analyzed with the help of the cloud telephony system, and actions are taken as per its accordance.

Benefit #3: No cost of Infrastructure:

A lot of startups tend to be pretty creative and innovative both in their services and operations. Hence, it only makes sense that they incorporate innovative Cloud Telephony technologies in their communication process. To installation or cost of infrastructure is required for such systems. Moreover, any troubleshooting or maintenance service can be performed promptly and easily.

Benefit #2: Focus on the startup’s Core Business:

To grow their business and establish a name in the industry, a startup needs to dedicate adequate time, effort and resources to its core business. Hiring too many employees simply for customer service can be a burden for such businesses, especially as they tend to run on a limited budget. Installation of a cloud telephony system can be fruitful in lowering expenses, while also servicing the customers competently.

Conclusion

With Express IVR, startups can make optimal use of IVR and automation for operational efficiency, while reducing communication expenses. Having features like Virtual Number, Toll-free number and voice messages, Cloud Telephony Services prove to be more impactful for startups than the non-traditional communication tools.

Travel And Aviation Industry

The build-in solutions of cloud telephony for ticket cancellation and predicting fraud ticketing plays a major role in improving operational efficiency and managing risks in the travel and aviation industry.

Centralized Monitoring

Decision Making on the basis of Data

Customer privacy intact

Tracking of the marketing ROI

Automated communication

Salient features of Cloud Telephony Services

Feature #1: Call Recordings:

Get the ability to track and record all outgoing and incoming calls, so that they can be analyzed later on to gain valuable insights.

Feature #3: Decision Making on the basis of data:

Access live analytics for all the business processes, and get detailed call center reports. Tracking key metrics would lead to a major improvement in the decision-making process.

Feature #5: Flexible and Smart IVR:

tailored rules can be created on the basis of your business concerns and needs, and IVR configuration can be set up as per its accordance.

Feature #2: Centralized Monitoring:

All of the activities of the customer service center can be monitored from a centralized location, like company headquarters.

Feature #4: Pure Cloud Solution:

Cloud telephony services are available in a subscription-based payment with zero capex and hassle-free maintenance.

Top 5 Advantages of using Cloud Telephony in Travel Industry

Advantage #1: Customer Call management:

By simply setting up the cloud telephony system, you can handle customer calls without worrying about any hardware, maintenance or infrastructure. It is a pretty simple and friction-less system to set up and use, and makes customer call management absolutely seamless.

Advantage #3: Tracking of the marketing ROI:

The outcome of the marketing spend on an advertisement can be easily tracked by providing a virtual number with it.

Advantage #4: Customer Relation and Engagement:

With cloud telephony solutions, companies can connect and engage the customers directly through social media and mobile at pretty low expenses. It helps in the creation of a deep, rich, and direct relationship that benefits both the sides. As a result, customers can reveal their travel preference and habits, and such details can then be used to provide them with special offers.

Advantage #2: Maintain customer privacy:

Owing to the lack of a safety solution in place, there have been multiple cases of harassment over the phone as people have no control over whom their number will be shared with while booking ride. However, Cloud Telephony system can help make sure that customer details and numbers are not shared with the cab drivers. By just a simple click to call integration for not revealing the information of the customer, it becomes easy to maintain the privacy of the customer.

Advantage #5: Reducing manual efforts with automated communication:

Manual communication with drivers can be too time consuming. Using automated calls or SMS instead to provide information can be useful in reducing the manual work of the staff, while making sure that the communication is precise and track-able. Processes like ticket cancellation can also happen over an IVR, without requiring the presence of any agents.

Conclusion

Cloud Telephony Services supports the automation and simplification of communication functions at discerning businesses. With its use, companies belonging to the travel and aviation industry can communicate easily with the customers, provide seamless and prompt support and even boost the marketing efforts. We at Express IVR aim at solving your key communication challenges and supporting your business growth.