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Call Recording & IVR Cloud Solutions

Call Recording & IVR Cloud Solutions

Business Systems advanced Call Recording/Cloud based IVR solutions are deployed across some of the largest Contact Centres in the UK. 
Our customers are using our tools to reduce costs, increase training, enhance the customer experience and improve agent productivity.

Call Recording and IVR Cloud Based Solutions

What is IVR?

IVR allows customers to interact with a company’s host system via a telephone keypad or by speech recognition, after which services can be inquired about through the IVR dialogue. IVR systems can respond with pre-recorded or dynamically generated audio to further direct users on how to proceed.

In conjunction with an automated call distribution (ACD) system,  parks incoming calls in a queue until agents are available to answer,  an IVR system helps route callers to the right support agent when their needs can’t be met by self-service options. 

IVR reduces your cost per call by letting customers choose the type of help they want, such as self-service or speaking to an agent, reducing waiting time and routing calls to the right agent.

What is a Cloud IVR Solution

The term Cloud IVR refers to the availability of Interactive Voice Response (IVR) as a Service (IVRaaS) platforms and functionality, benefiting from the use of cloud-based technologies. Cloud IVR is offered through a consumption-based model and provides an always-on, modern IVR platform, giving businesses the opportunity to enhance the customer journey as well as optimize overall agent interactions.

Today’s organizations are building IVR systems with flexible, cloud-based APIs and using their IVRs to connect with customers in meaningful new ways.

Studies estimate that 30% of a customer's interaction with a company’s contact centre is with an IVR. A great IVR experience isn’t just a “nice to have” for businesses, it’s imperative.

Best IVR Solutions

OPEX - Call Recording

On-demand cloud service enabling customers to record all calls without the need for them to install and maintain expensive capital equipment on their premises.

  • Call storage and archiving options to suit your specific requirements
  • Reporting tool & wallboard functionality gives an accurate view of your operation
  • Intelligent hosted call routing can be set up to work alongside
  • Full security with ISO27001
  • Billed for what you use on a pay-as-you-go basis

Types of calls that can be recorded:

The OPEX service ensures inbound and outbound calls can be recorded from any telephone, anywhere and that includes:

  • Call Centre Call Recording
  • Business landline Call Recording
  • Mobile Call Recording
  • VoIP Call Recording

    Download OPEX Hosting Call Recording Cloud Brochure

OPEX - Interactive Voice Response (IVR)

Automate a variety of business telephony processes to speed up customer handling whilst providing a more complete service at lower cost:

  • Powerful reporting tools providing real-time statistics on caller activity
  • Overflow services – environments where large volumes of calls are received or unpredictable demand levels can overstretch resources.
  • Disaster Recovery – self-service IVR offers an automatic disaster recovery re-route service.

OPEX - Intelligent Routing

Agent status is monitored and calls distributed in the most effective manner. The process of balancing the incoming demand against availability results in a faster response to customers and fairer load distribution to agents.

  • Route inbound calls based on specific criteria (e.g customer details, skills of call takers)
  • Services expanded or scaled down depending upon the business demand
  • SIP (Session Initiation Protocol) and VoIP compatible