The interactive voice response system (IVR) lets you route your customer calls to teams or agents with a customizable call flow mechanism. Every keypress can be configured to trigger an action to optimize your call flow. For example, you could have your customer calls forwarded to your Support team when they press 1, and to somebody from Sales when they press 2. Freshcaller also supports multi-level IVR, where customers can browse between different menus in the IVR system utilizing keypresses configured to do the same. IVR prompts can be recorded and synced to your system by audio file upload, using text-to-speech capability or the inbuilt voice recording feature.
Connect callers to individuals agents, call queues or locations within an organization, based on their menu selections.
You can configure each and every phone number separately and let it have its own set of customizations.
Set the maximum number of people on the queue and maximum waiting time for your customers. Once either limit is reached, a non-availability message will automatically be played to your customers.
Custom wait and hold music can be uploaded through audio file uploads.
Customers can also leave behind messages for the support agents using the voicemail feature when they are unable to reach them during high call traffic.