Interactive Voice Response (IVR) Data Collection

Proactively and cost-effectively reach out to customers in a consistent, professional, and personalized manner using Interactive Voice Response (IVR) technology.

eTouchPoint is a comprehensive solution that enables companies to easily and cost-effectively collect valuable feedback from customers, employees, and other stakeholders on their experiences with the company, its brand, and its employees using Interactive Voice Response (IVR) technology.  With eTouchPoint, companies can quickly and cost-effectively design, manage, and implement IVR campaigns.

Create Professional & Personalized IVR Surveys

Many companies are turning to IVR applications to more effectively communicate with their customers.  Some of examples of IVR applications include surveys on customer experience and sentiment, appointment reminders to reduce missed (and costly) appointments, and bill pay/collection notices to improve delinquencies.  These applications help detect customer sentiment, reduce operational costs, and improve the bottom-line.

Design, Management, & Reporting Components

eTouchPoint offers a flexible, customizable IVR solution to facilitate the design and management of IVR applications with the following features:

  • Create survey questions utilizing a variety of scoring scales, as well as options that capture feedback in the voice of the customer.  Voice comments can also be transcribed and used to conduct further sentiment analysis.
  • Pre-recorded, multi-lingual, professional scripts and Text-To-Speech capabilities to generate field-proven, industry-accepted messages.  Scripts can be personalized with company messages, customer information, and “branching” questions based on how customers respond.
  • Customize messages to reflect how the call is answered – in person, by voicemail, answering machine, etc.  Calls can be scheduled using a range of call criteria such as calling windows, blackout dates, and time zones.
  • Detailed analytics and trend reporting that transform data collected into actionable business intelligence. eTouchPoint automatically alerts field leaders so that they can resolve customer concerns immediately, while corporate stakeholders can monitor and prioritize strategic issues.