Real Soft, Inc.'s (RSI) Speech Enterprise Solutions (SES) Division focuses on voice and data technologies and has a deep understanding of designing and deploying self service solutions. SES provides complete solutions for the Contact Center and the Enterprise, Integrating Business Processes with the Converged Communications Network.

Interactive Voice Response (IVR) Solutions

Enable your customers with right information all time (24/7) with Intelligent Interactive voice response (IVR) applications.

RSI’s brings more than two decades of experience in Speech Enterprise Technology and is an expert in designing and deploying simple to complex IVR solutions depending upon your business and industry.

Whether you are a SMB or a Big business unit dealing with customer activities, Interactive Voice Response (IVR) can help your business in controlling almost any function where the interface can be broken into a series of simple interactions. It is very important in today’s business world you provide customers IVR to get connected to your company or brand 24/7 at their convenience. Most of the time information seeked by customers are repetitive and need not be answered by dedicated agent. This can be addressed strategically and professionally by automating common customer interactions using IVR.

Our intelligent IVR System seamlessly integrates self-service applications with agent assisted transactions, drives operational efficiencies and improves customer service levels.

Benefits of IVR

• Increase first contact resolution
  IVR can be your organizations first contact resolution for customers. Many times the information shared by the IVR can resolve the customers issue or provide a first contact resolution. Incase caller is not satisfied, IVR can always have an option to direct to the agent who is capable of meeting their needs or the most appropriate department. The agent who receives the call will be more qualified to resolve the issue and will be less likely to transfer the call to another agent.


• Never miss a call
  As a business unit you cannot afford to miss a customer call. If the call goes unanswered then the customer will have a negative experience regarding your service. Having IVR in place will ensure that all customer calls are answered and routed appropriately to the concerned department. This will increase customer satisfaction and credibility.


• Give Customer Personalized Experience
  IVR’s can have customized greetings and messages so that customers can have unique and personalized experience each time they call. IVR’s systems can easily support multiple languages, allowing your business to service international markets abroad and multi-lingual customers at home.


• Automate Customer Support
  IVR’s provide customers with option of helping themselves, they can use the IVR to solve their own problems and obtain relevant information without a human presence.


• Avoid Call Transfer Errors
  Once setup the IVR will transfer the calls to appropriate support person or department without fail. Thus the probability that the caller is transferred to the wrong support person or department significantly decreases.


• Integration with Back-End Data
  IVR may require database interactivity and integration of IVR can be done with almost any database. The IVR can perform all standard database actions such as Reading, Writing and Querying. IVR can integrate with your organization database or website with ODBC, VXML or other connection methods.


• Call Recording
  Every call that is received or made is recorded. The recording can be used for checking quality of your customer support or analyze the calls that are handled.