What Is IVR Containment?
The first question you may have when considering the benefits of biometric voice recognition technology for IVR is: what is a reasonable containment rate? You can use this information to determine your acceptance rate. Then, use a variety of strategies to improve your containment rate. Read on to discover why biometric voice recognition technology is so important and how you can improve it. Also, consider the advantages of two-tier pricing models and biometric voice recognition technology.
CARES IVR delivers personalised outbound messages.
Customer experience is the new driving force of the business. CARES IVR has AI-enabled features to deliver personalised experiences to customers. It integrates with your customer information system (CIS) and core network to deliver personalised menu options that provide relevant information to your callers. It can also anticipate caller intent and intelligently route customers to the correct department based on relevant information.
The CARES IVR also integrates with CRMs to gather caller data and send it to your call agents. CARES IVR accounts for customer-associated information, including language preferences, product returns, etc. It also tells agents how to handle specific situations and reduces AHT (average handle time) by 50%. It even saves a customer’s time, as the agent can send the message to them in real time. CARES IVR helps contact centres manage volume and improve efficiency.
It delivers personalised experiences through outbound IVR and can be easily customised to meet individual customer profiles. Outbound IVR can also help improve customer satisfaction and engagement by delivering personalised messages to large groups of customers. CARES IVR allows for a consistent brand identity through multiple channels. With this technology, you can reach customers quickly, even when they’re going.
Outbound IVR is an automated process that can handle large volumes of calls simultaneously. It helps your business save costs and improve customer relationships by contacting the most likely responder to your message. CARES IVR also reduces your contact centre’s cost – an outbound IVR interaction costs ten cents compared to an £8 live interaction. And because outbound IVR reduces the workload of your existing agents, they can spend more time communicating with customers.
Biometric voice recognition technology
Biometric voice recognition technology has many advantages. It reduces operational and fraud costs while increasing customer satisfaction and reducing time spent in an IVR system. Biometric voice recognition helps organisations reduce customer hold time, avoid transfer due to failed authentication, and increase self-service opportunities. Further, it reduces the burden on IT staff for managing passwords and keeping customer information safe.
These benefits make biometric voice recognition technology the most crucial advancement in IVR containment. Another benefit of voice biometrics is that they can differentiate between natural and synthetic recordings. The technology also helps companies reduce implementation costs. There is no privacy risk if the voice biometrics provider has proper security measures. However, voice biometrics cannot be implemented without proper customer consent.
The system must adhere to strict privacy laws. So, before implementing voice biometrics, make sure you know what your customers’ expectations are. As with most biometric technologies, there are various benefits to voice biometrics. The technology can help reduce average handling times, improve IVR self-service, and help reduce fraud. It can also reduce the friction associated with knowledge-based authentication. You’ve come to the right place if you’re looking for biometric voice recognition for IVR containment.
And don’t forget to check out the market research. In terms of security, voice biometrics reduces the risk of fraud and helps businesses speed up digital transformation initiatives. It can also decrease average handling time and improve customer experience. Biometric voice recognition is now the front door of more companies, and the market will grow significantly in the next few years. And with the growing awareness of cybercrime, it’s essential to consider implementing this technology.
It can streamline the IVR process by offering a personalised phone experience. For customers, this means tailored resolutions. However, a crucial component of personalisation is the ability to identify the caller. Biometric voice recognition technology is the perfect solution, as voice biometrics is convenient and discreet. Voice biometric technology can also be used for secure self-serve options, like retail stores and banks.
Two-layer menu structure
Using a two-layer menu structure is the recommended method for IVR containment. In this menu structure, each item has its sub-menu. For example, if a customer clicks on the sales menu item, they will get options to follow orders, inquire about billing, or file product complaints.
Similarly, if the customer clicks on the support menu item, they will get different sub-menus. Using this menu structure will help resolve customer queries quickly. To measure the success of your IVR, make sure that it contains a self-serve option. An extensive menu with many options may cause customers to become frustrated and hang up before getting to the information they were seeking. Streamlining the script may help reduce frustration
. Another metric to measure the success of self-serve options is the Task Completion Rate (TCR), which measures the percentage of callers who complete the task without transferring to the next level of customer service. Another critical metric to measure the success of an IVR is its ability to redirect customers to the correct agent. When IVRs have too many options, they will lead customers to press ‘0’ instead of navigating them, wasting agents’ time and decreasing operational efficiency.
Using a two-layer menu structure helps your IVRs contain as much of the IVR as possible, eliminating the need for additional staff. Using natural language understanding is another important metric to consider when designing your IVR system. Using this technology, you can eliminate the need for customers to navigate an IVR menu, prompting them to speak the natural language and open dialogue. This has proven to be a better method than touch-tone IVR self-service.
It improves customer satisfaction and the ability of customers to access information quickly. IVR containment requires strategic implementation. Ensure that the recorded message is clear and uncomplicated for customers. It also requires an evaluation of the IVR system to make necessary updates. It is crucial to optimise the implementation process to get the most out of your investment. And remember that the right IVR solution can help your business achieve success. You’ll soon see the benefits of having an IVR system in place.
Single-tier pricing model
Using a single-tier pricing model for IVR containment may be better than many companies believe. In this pricing model, customers pay a flat price per year and then pay a discounted price for the second and third years. The company must then average the cost of these subscriptions over the entire contract period and recognise the revenue only after the first year of service. Another standard pricing model tiers allow businesses to differentiate their offerings by their value.
A tiering system allows companies to appeal to a broader audience while catering to different customer needs. With tiers, it’s easier for customers to choose the exemplary service or product for them. And if your customers are more loyal to your product, they’ll probably jump to a higher price tier. Ultimately, these issues can lead customers to leave the IVR system altogether and seek assistance from an agent. A single-tier pricing model for IVR containment helps businesses reduce the cost per call by ten to thirty per cent.
One metric to measure the success of an IVR solution is the percentage of calls funnelled through the IVR system. When this percentage is high, the IVR menu provides basic routing requests for the caller. This frees up inbound lines for callers who need live agents. It also means faster customer service. So why is IVR containment important for call centres?
When IVR implementations fail, poor customer experience and increased call volume. The key to customer satisfaction is to improve IVR navigation. By focusing on customer experience and reducing agent workload, IVRs can help call centres improve their operations. The benefits of using an IVR system cannot be overstated. It is one of the most effective customer service tools a business can use.
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