IVR ( interactive voice response )

Sophisticated IVR customer call handling can deliver dramatic efficiency improvements for business and callers alike - directing incoming traffic to the right operator, information or database fast, together with a host of supplementary benefits like voice recording and data capture if needed.

Where once this meant installing your own expensive, hard-to-maintain IVR equipment, NeXT offers a brilliant web-based alternative. It’s far quicker to set up, easier to administer, involves no capital expenditure, is future-proof and scalable to expand or contract as your business needs change.

Because it’s software- and web-based, NeXT’s IVR system works anywhere - across as many departments and premises as you like, irrespective of where they are located. Want to transfer calls to the next room, building or to available agents at the other end of the country or working from home? No problem.

With our IVR in place, you need never miss an incoming call and callers should get what they want much faster. Repetitive information (like opening times) can be automated; customers’ own data can be accessed without operator intervention; enquiries can be dealt with personally by the right department or available operator; intelligent call queuing reduces waiting frustration.

NeXT IVR call handling is a perfect solution for organisations of all sizes, great and small, national or local. Our system is used by organisations as diverse as Camden Council’s housing department, Low Cost Holidays and smaller specialist companies to provide improved customer service and greater efficiency of their human and financial resources.

Home Connections an award winning non profit distributing company and a national choice based lettings (CBL) service. Choice based lettings is the modern way for councils up and down the country to let their social housing properties and engage with people in need of housing (Homeseekers). Home Connections wanted to revolutionise its interactive voice response (IVR) solution to better complement it’s web based CBL offering. After a careful selection process NeXT Replay was chosen to develop a fully automated and integrated IVR application. This application immediately registers selected user preferences to the database and provides instant feedback. A high degree of sophistication allows users to dial back in and track the progress of their registered preferences. The application provides responses in 16 languages and counting. Customers of the following London boroughs and Registered Social Landlords currently enjoy the benefits of this very responsive and reliable IVR service: Camden, Royal Borough of Kensington and Chelsea, Enfield, Kingston Upon Thames, Westminster, Barnet, Merton, Islington, Haringey, Christian Action, Kensington Housing Trust, Peabody Housing Trust, Christian Action Housing Trust. The following will be using this service in the near future: The London Borough of Lambeth, Bromley Homeseekers, the City of London Corporation, Kensington Housing Trust, Islington and Shoreditch Housing Association.

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