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Automated voice messaging (AVM)

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Voice messaging

Automated voice messaging allows you to communicate with customers using pre-recorded voice messages.

You can send automated voice messages to both landline and mobile phones to deliver a range of time-sensitive communications quickly and effectively, which can mean that you save time and money.

Automated voice messaging frees up the capacity of your call centre staff so they can focus on difficult or complex customer service cases.

These automated voice messages are personalised, so that when a customer receives a call, they listen to the message and respond with an action.

These automated messages can promote actions such as:

  • Confirm appointments
  • Processing payments
  • Invite participation in a survey
  • Confirm an order
  • Confirm delivery of an item
  • Capture data such as meter readings

There are various types of automated voice messages we can deliver, and the right solution will depend on your requirements.

Outbound messaging

These are messages delivered to the recipient with no additional functionality, such as personalisation or interaction. These types of messages might, for instance, be used to tell customers about a store closure or to alert them of a change in delivery timescale. They are a one-way message delivered to the recipient.

Interactive messaging

This type of message allows the receiver to take necessary actions by responding on the telephone keypad. For instance, this might be useful for the user to confirm or cancel a medical appointment.

Complex messaging

This means that there are complex interactive responses with further options to transfer to a call centre or third-party system if necessary. For example, this could be useful if a payment that was due to be made hasn't been made. The complex messaging could offer the ability to make a payment, speak to an adviser, or to be transferred to a specialist vulnerability team.