Services - Customer Relationship Management

Interactive Voice Response (IVR)

The MidCom Group uses interactive voice response (IVR) technology to facilitate customer care for clients. Whether to obtain account balance information, transfer funds, place an order, check status of an order, pay a bill, or answer a survey, The MidCom Group's IVR solution is a cost effective and efficient way to serve your customers. Incoming calls are routed to representatives through systematic call transfer protocols or as a result of a toll-free number being included on customer correspondence. A recorded message gives instructions for touch-tone telephone interaction and menu selections. The process is completely automated, and if the caller wants to speak to a representative, they can do so by pressing "0" on their telephone keypad, connecting them directly to a customer service professional. This combination of live and recorded telephone interaction benefits the customer through efficient, 24-hour service, and decreased operating costs.