What is Voice and IVR support?

Voice and IVR support allows customers to speak directly with agents or interact with automated systems to resolve service issues quickly and efficiently.

Why do customers prefer voice support?

Customers often choose voice support for urgent or complex issues, preferring the human touch, real-time responses, and personalized interaction.

How does IVR improve call handling?

IVR systems guide callers to the right department, reduce wait times, and provide scalable support while tracking key metrics for quality assurance.

Can Voice/IVR support be scaled for large call volumes?

Yes, UnifyCX’s voice support solutions use redundant architecture and scalable infrastructure to handle high volumes while maintaining service quality.

Voice & IVR Support Services

How do well-designed IVR systems enhance both customer satisfaction and agent efficiency?

Sometimes, customers want to hear another person’s voice in addressing a service or support issue. Our agents are trained to:

Set the tone with a warm first impression

Convey enthusiasm and build rapport

Actively engage callers and listen to the voice of the customers

Scalable, redundant architecture minimizes hold times. Our goal is first-call resolution, no matter the issue and no matter its complexity. Our reporting systems record calls and track key metrics that determine agent efficiency and effectiveness, and customer satisfaction.