Break Down Communication Barriers and Stay Connected

Businesses are facing unprecedented challenges in how they market, sell, and stay connected during the ongoing COVID-19 outbreak. The pandemic has obviously been a big crisis for many businesses. But it’s hardly the first or the last of many crises that impact businesses.

Crisis times call for swift, clear and coordinated communication. Here we are with the advanced IRIS suit of solutions offering you various solutions to stay connected and productive in the difficult months ahead.  These solutions are designed to drive your business communications across many channels to engage prospects and customers, and to communicate effectively with your own internal employees.

IRIS intelligently handles communications across various platforms like WhatsApp, SMS, Email, Web/Mobile Push Notifications, Automation, Chat and much more;

Email

IRIS helps you to reach out to your customer through bulk email marketing campaigns or respond to user-initiated requests, with our cloud-based Email communication service. With IRIS, reliable and cost-effective service, you can create rules to automate the delivery of emails ensuring that you do not miss out on engaging your customers.

SMS

Reach out to your customers where they are – specifically via SMS. Our two way SMS Communication service allows you to create SMS with dynamic content such as Deep Links and provide specific rules and event triggers to automate sending/receiving of SMSes to/from your customers.

Social Channels

A rich set of social Media integration services in IRIS enhance the popularity of modern business. So that customers can interact with businesses via their preferred communication channels. Furthermore, Social Media API Integration enables corporate to reach a large amount of audience with just a click.

WhatsApp

To keep chat delightful, IRIS deliver a richer communication experience using WhatsApp Business API. By WhatsApp Channel integration your customer can reach you more effortlessly and your service team can conveniently answer them from IRIS communication hub.

Chatbot

Chatbots can be a nice interactive way to guide your visitors to the right Operator Group. IRIS chatbot, round the clock support and take a thousand chats at the same time, as a result giving your agents more time to work on difficult cases.

RPA

IRIS Automation applications streamline your customer communications and automate your backend processes. Beyond automating rote communications like statements and notifications, automation can simplify and speed up real-time, ad-hoc customer interactions.

Push Notification

IRIS helps you automatically send web/mobile push notifications and helps to keep your customers informed of latest events, updates and real-time information even if they are not actively using your application.

The outcomes of the successful integrated communication channels will provide a foundation to navigate your organization through the turbulent COVID-19 pandemic environment. The months ahead won’t be easy for any of us, but hopefully IRIS can help you stay connected with your customers and colleagues when it matters more than ever.

5 Key factors of IVR for Customer Service

Consistent, easy, and efficient experiences are the key to customer satisfaction and loyalty. One of the most essential tools to achieve that is through an Inter voice response system. And often, the first touchpoint for customer support which plays an essential role in preliminary interactions and ongoing customer engagement. Also, IVR is responsible for identifying, segmenting and routing callers to the most appropriate resource.      

Here are five key advantages of IVR that make it so vital in customer engagement.

#1 Personalised Self Service

By combining self-service with personalization, IVR system becomes a valuable asset to build customer relationships. Pre-record greetings and messages using IVR to reflect professionalism, consistency and great first impression. IVR systems allow for tremendous personalized greeting or a prompt to seamlessly transfer the call to a live agent when the customer requires detailed information.

#2 Increase Customer satisfaction

On holding a customer for too long can lead to a call being disconnected or a customer getting impatient and hanging up only to call right back. A great benefit of IVR is First Call Resolution by reducing the time taken to confer with various agents or passing the call around, the customer query can be resolved faster with minimum waiting time and thus, lead the higher Customer satisfaction.

#3 Reducing Costs

Reduce agent call volume, manpower costs and overall cost per call by automating all inbound & outbound transactions & processes. Visual IVR costs less to deploy & providing customer information automation automatically, no need for additional agent training, and can easily integrate into existing IVR systems.

#4 Increase Loyalty

The IVR connects to the CRM which stores the customer’s details and the details will be displayed on the agent screen when the customer calls. Moreover that, in terms of customer profile and in terms of what products they have purchased, customers will be prioritised and loyal customers who are assets to the company deserved to get connected directly to skilled agents.

#5 Keep Business get Connected

Through Interactive Voice Response, can easily provide round-the-clock customer service. Using IVR’s self-service options, customers can get answers to their basic queries at any time. Also, can transfer the call received at off-business hours to your personal number through the call forwarding feature.

Now that you know the many benefits of having an IVR system, it will become even more clear that, to make the best of these new opportunities, companies need to switch their thinking about IVR technology. Let’s break the Roadblocks of Customer Satisfaction using IVR technology.   

New Chapter with RPA; Are you Ready to reap the benefits?

As we ramp up for a prosperous 2019, many are on the lookout for innovative new applications that can help them fine tune their organizations and improve business performance. AI is certainly on everyone’s radar, but more specifically, robotic process automation (RPA) – the subset of AI & a key factor in transforming organisation, ready to gain a significant competitive advantage in today’s ever evolving market.

Our main objective is to provide RPA benefits to society offering the possibility of improving the current competitiveness in most sectors of the economy. How does RPA do that? By allowing access to fully documented end-to-end robotic processes, by improving risk, compliance and audit management through reduction of errors and higher consistency and accuracy of reporting, or by enhancing the human experience with the business.

Top benefits of RPA adoption which also includes business benefits of robotic process automation.

Compatibility with existing systems and seamless implementation

Companies no needed to make changes to existing legacy systems, but rather optimising them when implementing RPA. it finds beneficial for organizations because it allows them to implement improvements in a non-interruptive way and that’s unique among other types of automation.

Better management capabilities

RPA allows enterprises to achieve enhanced governance in order to better manage business operations by embedding certain requirements within automation rules. Moreover that, RPA allows auditing and analytics to happen in the same place, without losing the track of the data input.

Improved customer experience

RPA comes very helpful here, since it can reduce employees from the burden of repetitive, high-volume tasks. And More time for employees means ability to deliver higher quality services to customers in a timely, pleasant manner.

Data integration and compliance      

For Mid Based companies, hundreds or thousands of software platforms needed to implement here RPA will be Life saver.  It removes data gaps between disparate sources and allows employees to proactively recognise and manage any compliance issues and consistently run internal reviews.

Thanks to RPA the “game changer”, which offers a real-world solution to a real-world problem.

Let’s Change the world for better with automation, Get ahead with RPA!

Using CRM to Personalize the IVR Experience

Technology is now playing an important role in amplifying customer service. Interactive voice response systems (IVRs) is still the workhorse in the call centre, with clear and proven value propositions like cost reduction through automation, helps to reduce hold time, minimize abandoned calls, confirm proper agent transfer based on customer input selection and, play a vital role in growing contact centre productivity.

Yet, we frequently see businesses ignoring the potential of this medium and leaving the customers at the mercy of a poorly designed flow, driving them to extremes of frustration.

The question is how do we make our IVRs act more natural, more “personalised”, so that businesses can build more efficient customer journeys, enabling customers to solve their issues faster or independently?

A Fully Engaged IVR integrated CRM Solution, which can be used to provide the more personalised & engaging services to the clients. The IVR solution will use the available user data, which is collected and stored in the CRM. Based on the available data’s in the CRM, system will play more personalised IVR prompts. Thereby, user journey will become more engaging and personalised. Thus, the IVR solution integrated with the CRM can provide better services by giving the more personalized response to the customers.

This kind of CRM integration Interactive Voice Response Solution (IVRS) can be used by any firm. Nevertheless, the E-Commerce, customer support centre and call centre can influence the maximum advantage by IVR CRM Integration. The CRM integration in Call centre or eCommerce will boost the up-selling and cross selling, too. Similarly, it will convert lead in IVR itself, which decreases the IVR to agent transfer ratio.

3 Keys that will change the face of the contact center in 2020!!

The industry is changing, with the changing customer preferences and new technologies. But, what will be the top contact centers seems like in 2020 and beyond?

2020 is shaping up to be the year of strategic thinking: better analytics, more intentional social media conversations and innovative ways to involve artificial intelligence.

The three key points to build a picture of how the contact center will look in the future along with research and strategies, helping you make the best decisions for your customer experience. Some of the key takeaways include:

Artificial Intelligence Integrated into Customer Interactions

To Streamline call center experiences for customer and agents, business is getting deeper into predictive analytics using artificial intelligence.

With the introduction of artificial intelligence (AI), companies can now improve CX by learning more about the customer and anticipating their needs. Many CX-focused brands are deploying artificial intelligence technologies strategically at key customer touch points.

The Digital Transformation Be a Key Part of Digital Strategy

The modern business environment has completely restructured owing to the applications of advanced technologies. Digital channels are here to stay and continue to grow with channels such as live chat and apps building in popularity. Businesses need to take care the whole of the customer experience: a truly digital contact center redefines the customer experience from start to finish.

it’s not the thing about using the right channels to communicate with customers where they are; the smartest businesses are integrating technologies across their business to provide full customer context with each interaction and leveraging system data to provide proactive service.

Chatbots Have Appeal – But You Need to Get the Balance Right

Chatbots have become one of the latest staples of modern Contact Centers. Automation within the contact center is inevitable, but you need to make sure that you get the right balance between agents and bots when building your customer journey.

All these trends have shown us that the call center sector has is adopting new technology at a steady pace, keeping customer expectations in mind and learning from their shortcomings to deliver a better customer service experience.

How CRM Improves Call center Agent Productivity?

Even with all the advances and changes in the world of marketing, a happy customer will become a promoter of the brand. But, only a happy agent can drive contextual conversations to increase customer satisfaction, hence a happy customer. Having said that, we can deduce the worth of investing in your agent’s productivity. Agents are bottle necked with strict deadlines and have got no time to take a break from their busy schedules. So, how do you take care of your agents?

Integrating CRM with leading applications help agents to increase their productivity & also help them to deliver quick service to the customers. The Recent studies says CRM applications can increase sales by up to 29%. A CRM Software allows agents to get a holistic view of customer’s details and their buying behaviour which helps them maintain the context of their conversation.

Here’s how your agents can benefit from CRM Integrations:

Single Sign-On

How would you like it if you didn’t have to remember multiple passwords and log in process was just a click away? Automatic two-way synchronization between CRM and your system eliminates the need of entering passwords every time you have to log in.

Drive Contextual Interactions

Do your agents struggle with remembering customer’s details? Of course, they do when they handle high call volume each day. Customer’s interaction history displayed in CRM will help agents understand their journey and pain points. And, once they know the problem, they can drive contextual interaction.

Knock Out Human Error

With bottlenecked schedules, agents fail to deliver consistent service because they are always stuck with manual errors. Reduce the possibility of dialling wrong numbers when you can have a click-to-dial functionality. Agents can dial any number with just one click without manually dialling the number on CRM.

Quick Call Functionalities

While agents are on call, they can transfer the call to other agents and solve customer’s query in one go. Allowing agents with functions like call recording, conference call, and scheduling a call back helps them in resolving the queries quickly. Through CRM the agents have the edge of call disposition in CRM to add notes and follow up with customers.

Agents work round the clock and they are the building stones of a business. Empower your agents with CRM technologies that help them delight the customers.

5 positive ways artificial intelligence will impact accountants

Today, AI is being used for image recognition, object identification, detection, classification and automated geophysical feature detection. These are underlying tasks that once required the input of a human.

Focusing on how artificial intelligence will impact accountants, AI will very soon help you to automate much of the routine and repetitive activities that are undertaken on a daily, weekly or annual basis.

It will also help you to:

Empower quick decision-making

Create smart insights

Examine huge quantities of data with ease.

With this in mind, here are five examples of how ai could be useful for your accountancy firm over the coming years.

1.       Predictive and forecasting solutions

With AI integrated into the software, you will be able to provide a comprehensive and accurate insight for your clients without the usual “manual heavy lifting” and number crunching behind report creation. On a day-to-day basis, being able to quickly and easily access up-to-date and accurate reports and forecasts can help you form a closer and more useful relationship with your clients.

This revolution will be empowered by one of the cornerstones of AI today: machine learning.

This is the ability of software to essentially program itself based on the data it encounters. The software is able to learn from what you do with data and can make its own suggestions for humans, if not act entirely autonomously. Machine learning is everywhere. It allows mobile phones to enhance predictive text, use speech recognition, create route suggestions when navigating, and suggest places you might want to visit when you reach your destination. At companies worldwide, 77% of businesses already say they’re completely or very reliant on machine learning technologies.

2.       Smart assistants

Are you an accountant who, during crunch time when seemingly every client is sending through their accounts, considers turning off your phone or email so you can get some work done? You’re probably not alone. Fortunately, smart assistants might be able to give you a helping hand. They can form the first line of customer contact and might even be able to provide clients with the information they need, such as details about their current tax liability.

3.       Automatic tagging and allocation of transactions

The next two areas where AI will help your accountancy practice are also enabled by machine learning. This will save you time by correctly tagging transactions and assigning them to the right ledger account. Put simply, your accounting software will learn from previous tagging decisions that are typically made according to rules that the accountant is aware of. Some of these rules are intuitive but others can be surprisingly complex, at least from a computer’s point of view. Over the coming years, the ability of technology to discover these rules and predictively plan will help to remove a significant component of your daily workload.

4.       Anomaly detection

Computers love data, of course, and when machine learning is applied to massive amounts of data—such as the yearly ledgers of a large company—then there are clear benefits.You will be able to discover anomalies that may exist, and the process will be much quicker and take significantly less effort.

If an audit is required, for example, it will be possible to audit all the data rather than merely a sample, yet without the huge resources typically required for what’s traditionally considered a “full” audit.

Optical character recognition (OCR) isn’t new but AI enhances its accuracy significantly and opens it to new usage scenarios.

        5.     OCR solutions

While it’s always been possible to extract information automatically from documents, this required a human to point out to the OCR software where the data was located—something that also meant the document layout couldn’t be altered without further instruction.

        So what next for AI and accountants?

How will we get all these wonderful AI-enabled benefits? Well, the good news is you probably won’t have to do very much. While in the past you might have expected to buy an add-on software package to gain revolutionary new functionality, the kind of tools discussed above will more than likely start to appear over the coming years in the software you’re using now. Some of it, such as bank account reconciliation, might already be present in your firm’s accounting and client management software—and you might not even be aware.

All you might have noticed is that things just got a little bit easier when the software appeared to get that little bit smarter. This is the shape the revolution will take—many small increments, rather than an overnight change.

It simply means being aware of what’s common-sense good practice as far as technology goes and ensuring solutions such as cloud computing are adopted within your practice.

This gives you all the benefits available today while ensuring you’re prepared for the future.