Visual & Voice IVR

Intelligent Routing Made Easy

UJET offers full IVR tools to enhance customer experience, regardless of the channels your customers prefer – including voice, in-app, web, and SMS routing. Combine historical customer data and real-time context to predict intent and inform routing logic for the best unique experience and outcome. Enable dynamic routing based on CRM data such as purchase history, member status, or previous sentiment score so your VIP customers reach the right agent or department quickly with minimal friction.

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In-App Visual IVR

Ditch slow, robotic voice prompts and reduce customer frustration with UJET’s Visual Interactive Voice Response (IVR). The UJET IVR is your in-app support menu that allows customers to specify what they need help with, and then choose how they want to connect with your business, whether that’s a voice call, chat, SMS, or email.  Because it’s rendered in-app, your customers can use the touchscreen interface they’re used to – rather than listening to pre-recorded messages that drone on and on.

  • Eliminate channel switching and customers repeating themselves by providing end-to-end customer engagement from within your app
  • Provide a visual navigation experience that is consistent across all channels
  • Expedite resolution by presenting customers with an estimated wait time before selecting their preferred channel, or requesting a callback
  • Balance hold times by dynamically offering channels based on current estimated wait times

Voice IVR

When your customers call support, they’ll be connected to UJET’s Voice IVR system, which guides them through their options. The customer can then select an issue from the menu – for example, a damaged item. UJET’s voice IVR is incredibly easy to use and to customize based on purchase history or customer status so you can connect every caller to the agent best equipped to help them. UJET’s dynamic routing not only improves the customer experience, but also shortens resolution time so your agents are able to assist more customers.

While waiting to speak to an agent, UJET can use SmartActions to send the customer a text message with their estimated wait time and invite them to additional information via SMS about the issue, including text input, photos, and video. When the call connects, the agent can then use the information supplied to quickly find a resolution.

Learn more about how UJET’s intelligent routing logic enables contact center supervisors to segment customers so they can connect them with the agents most qualified to handle their requests.

Personalized Call Routing to Ensure Customer Satisfaction

Properly implemented cloud IVR intelligently routes customers to the optimal agent instead of forcing them to repeatedly authenticate their identity, experience multiple transfers, or explain the issue over and over again.

UJET’s call center software allows an unlimited number of queues, powered by actionable data intelligence, to route customers to self-service solutions or directly to a knowledgeable agent. Plus, it’s easy to create and edit customized routing rules in just a few clicks without needing the help of a software engineer.