Recently, we sat down with Joshua Stern, CEO of Telerivet, to discuss how his company is building on Nexmo’s Voice API to provide deployable voice solutions for interactive voice response (IVR), voice polls, and many other use cases. The integration of Nexmo’s Voice API and Telerivet allows businesses with few or no developer resources to implement cloud IVR solutions in 60 countries around the world.
“Any industry that must communicate at scale—either internally to employees or broadcasting to customers—can do it seamlessly, without writing one line of code,” Stern says. Telerivet leveraged the Nexmo Voice API when developing Telerivet Voice, an integrated solution that allows users to take advantage of a scalable platform for automated IVR systems—not only without code but also without running servers. Companies and organizations in healthcare, retail, media, education, research, logistics and advocacy are using the Telerivet-Nexmo integration. Here are just a few of the ways organizations are using the solution today.
Cloud IVR for Call Center Efficiency
IVR applications can provide customers with self-service solutions for simple, common inquiries. When a customer calls the IVR, the organization can decide whether to answer with text to speech or by playing recorded audio. Then, based on customer responses, calls can be forwarded to specific contact center team members, or recorded voice messages can be played. Under the hood, Nexmo’s Voice API handles the calls. Telerivet’s cloud IVR options go beyond simple interactions within a voice call, allowing call center agents to send customers SMS messages or email, as well as automatically add customers to groups of similar contacts.
Secure BYOD with Cloud IVR, Virtual Phone Numbers
One of the benefits of Telerivet’s cloud IVR solution is that it can integrate Nexmo virtual phone numbers, allowing customers to take inbound calls without disclosing call center agents’ personal numbers. When the contact center interacts with customers, local virtual phone numbers make it seem like someone local is calling, which deepens engagement and personalization. Customers increasingly look for local solutions and companies, so using local virtual phone numbers allows global players to tailor their call center operations to their customers’ preferences.
Field Force Automation
Field force automation is another use case that Telerivet can support with a Voice API-based IVR. For example, in-home healthcare workers can dial a toll-free phone number and follow an IVR prompt as a way of clocking in and out for work. Telerivet’s Voice API-powered IVR call flows allow field staff to quickly navigate menus to send information back to the office or connect their call to supporting team members.
Voice API for Cloud IVR and Beyond
Businesses and NGOs can use Telerivet Voice for a wide variety of other use cases, such as data collection, market research, alerting, phone-banking, and audience engagement. One of the most powerful features of Telerivet Voice is the drag-and-drop interface to create custom IVR call flows for Nexmo virtual phone numbers. With a custom call flow, you can play text-to-speech and recorded audio, collect input from the phone keypad, record audio from callers, forward calls to other phone numbers and more. Developers are also supported in these use cases by leveraging Telerivet’s intuitive environment to code IVR applications.
Fully integrated with Nexmo Number Insight, SMS, and Voice APIs, Telerivet provides a seamless way for businesses to take advantage of Nexmo deliverability, call quality, geographic reach, and pricing, all without expending developer resources to integrate with an API from scratch.IVR
This post was written by Glen Kunene