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Connect INO CX with Salesforce for seamless CTI. Boost agent productivity with click-to-call, screen pop, call logging, and real-time customer data—all in one view.
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At Tiko, staying close to our users and improving customer satisfaction is our priority. And INO CX makes that possible.
INO CX’s flexibility and advanced routing capabilities helped us manage our transition smoothly, boost responsiveness, and elevate customer satisfaction.
INO CX is one of the most agile and high-performing tools I have ever tested. I also loved the collaboration with the teams—it was simply amazing. Just for that, I would recommend INO to all my peers!
INO GLOBAL embodies professionalism, responsiveness, and a client-centric approach. I especially appreciate their close support and ability to listen to customer needs.
An Interactive Voice Response (IVR) system is an automated telephony technology that allows customers to interact with a call menu using voice commands or keypresses. It routes calls, provides self-service options, and directs customers to the right agent or department. With INO CX's IVR, businesses can customize call flows, automate routine queries, and provide 24/7 support to customers, all while reducing agent workload and operational costs.
IVR systems significantly improve customer experience by providing faster, smarter, and more personalized interactions. Customers can resolve simple queries themselves, avoid long wait times, and be routed to the right agent the first time. INO CX's IVR offers self-service options, personalized call flows, and call queue management to ensure a seamless customer journey.
Key Benefits:
Smart call routing ensures customers are directed to the most qualified agent or service based on specific criteria. INO CX's IVR considers factors like customer input, language, location, previous interactions, and agent skills to route calls efficiently. This reduces transfers, shortens wait times, and boosts first-call resolution rates.
Exemples of Routing Methods Used by INO CX:
IVR self-service options allow customers to handle routine inquiries without agent intervention. With INO CX, you can automate common requests, such as balance inquiries, appointment scheduling, payment processing, and order tracking. Self-service options reduce agent workload, improve efficiency, and provide 24/7 support.
Common Self-Service Capabilities:
Yes, INO CX offers a graphic call flow builder that allows businesses to customize the customer journey. Using a drag-and-drop interface, you can create multi-step call paths, add conditions, and design custom greetings. The system can also connect to CRMs and databases, enabling personalized and dynamic call flows tailored to each caller.
Customization Options:
Visual IVR takes traditional IVR to the next level by offering a visual menu on a customer’s mobile device. Instead of navigating phone menus by voice or keypad, customers can use a visual interface, like a web page, to select options. This simplifies the experience, reduces frustration, and improves self-service completion rates.
How Visual IVR Works:
Benefits of Visual IVR:
Yes, INO CX's IVR supports multilingual call flows. The system can automatically detect the caller's preferred language or offer a language selection option in the IVR menu. You can create separate call paths for each language to ensure a personalized experience for global customers.
How It Works:
Yes! INO CX's IVR integrates with CRMs (like Salesforce) and external databases via APIs and webhooks. This allows you to create personalized experiences by pulling real-time customer data, like recent orders, balance details, or account status.
Key Benefits:
Absolutely. INO CX's IVR is scalable for businesses of all sizes. Small businesses benefit from cost savings through automation, while large enterprises can manage high call volumes, customize complex call flows, and integrate with CRMs and third-party apps.
Small Business Benefits:
Enterprise Benefits:
