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711posts

New vs Existing client calls

vestomatic
Contributor Level 1

We have an IVR that asks users to select 1 for New clients & 2 for existing.  Invoca picks this selection up in the recording.  Does anyone have thoughts on a way to attempt to group calls into new vs existing?

2 REPLIES 2

TaniaRod
Employee
Employee

Hi There! When you say Invoca picks this selection up are you referring to picking it up through voice recognition? The other way is to just ask a question and allow the caller to input a keypress 1 for new clients, 2 for existing. If there is any data available to identify existing clients you could also check a condition within the IVR to say if existing client then take this action if no then take this action. I would recommend taking a look at our call treatment resources in the community and also marketing data resources.

vestomatic
Contributor Level 1

The first selection on our IVR is 1 for New or 2 for Existing.  This selection is captured in the voice recording.  My question is, can we then group all calls by new or existing?