- IVR deflection to Chat should be greatly considered by RingCentral
- Account type (Australia)
- Moving calls to mobile chat provides increased opportunities for app downloads and usage as well as future self-service. The IVR Deflection Solution enhances customer experience by providing an intelligent concierge service tailored to the customer or transaction type. When customers initiate a voice call, the IVR system can check engagement availability and, if available, provide consumers with the option to press a number and move to mobile messaging. When selecting this option, consumers receive a link via SMS, which they can click to start chatting with an agent without having to wait on hold.
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