Are you curious about the process of integrating a smart IVR in your organization ?
ClientGenix tells you everything in a serie of 3 posts dedicated to the explanation of the human, technical, and process point of view. In this article, we will go a little technical. So don’t be afraid about some technical vocabulary we will use. Show it to your IT administrator and you will see a smile on his face.
The technical setup of a smart IVR
Phase 1 : the technical study
Here the goal is to assess the existing situation and to identify the right technical solution.
First thing first: the telefony integration is possible through several means. A simple call forward of the public number is the best solution to go fast and to establish an immediate connection. ClientGenix receives the call and can handle it. The call will then be answered or transferred back to the customer service department (the smart IVR will route to the correct black number/department). One step further, some PABX support private trunks. The goal of a private trunk is to establish a permanent channel over a network between two PABX’s. The setup is a bit longer but the result is that you save the cost of the call transfers. This is the best solution when the call volume goes higher and becomes significant. One third possibility is the “bring your own trunks“. ClientGenix can work using your trunks if you need to use a specific telecom provider. This can allow you for example to benefit from volume discounts if you already have a very large telecom equipment. This setup can be expensive so we will help you to identify at first if it makes sense for you.
to be continued in the next post. Stay tuned !
