AI Voice Agents - The Complete Guide to Voice Chat (2025)
Learn everything about an AI voice agents, its benefits, implementation tips, and the AI voice chat applications for business success.
Longer wait times, high call volumes, and language barriers in call centers often frustrate customers. Complex interactive voice response (IVR) menus only add to the problem, leading to customer dissatisfaction. That’s why companies are adopting smarter self-service solutions like artificial intelligence (AI) voice agents. In fact, experts predict the voice bot market will reach $98.2 billion by 2027, showing a clear trend toward smarter solutions to improving customer experience.
AI voice agents technology combines Natural Language Processing (NLP), machine learning, and voice recognition to transform customer interactions. It provides quicker, more efficient service and improves the overall customer experience.
In this guide, we'll explore what AI voice agents are, their key features, practical use cases, and tips on how to implement a voice agent in your business.
What is an AI voice agent?
An AI voice agent is a two-way conversational tool that communicates with the customer. It automates inbound and outbound calls without human intervention and transfers calls to a human agent when needed.
The biggest advantage? Callers can navigate an IVR by speaking naturally, without listening to long, complex menus or pressing numbers on a keypad.
Popular AI voice agent examples include Apple's Siri, Google Assistant, and Amazon's Alexa. These tools simplify interactions, provide instant answers, and automate tasks. In contrast, advanced bots like IBM’s Watson Assistant and Microsoft’s Cortana handle customer support, sales inquiries, and internal communications.
Types of AI voice agents
Here’s a breakdown of the four main types of AI voice agents and how they can benefit your business:
Rule-based AI voice agent
Rule-based voice agent use predefined sets of questions and rules to offer answers or perform tasks. Such voice agents handle routine tasks and customer FAQs. They answer all queries that fall under the if-this-then-that logic.
For example, an e-commerce site using a bot to guide customers in checking their order status or a banking site handling routine inquiries like balance checks, bill payments, transaction histories, etc.
AI-assisted voice agent
AI-assisted voice agents use machine learning and natural language to interpret conversations so they can analyze the context and grasp what the speaker means. This makes them far more capable and user-friendly than the conventional, rule-based voice agents.
Let’s suppose a user asks Alexa, 'What's the weather tomorrow?' and then follows up with, 'How about next week?' it remembers the context. This adaptability means customers don’t have to repeat themselves, creating a more contextual customer experience.
Conversational AI voice agent
Conversational voice agents make conversations using natural language. They’re more nuanced than AI-assisted voice agents as they can handle complex conversations using everyday language to create more personalized interactions.
Google Duplex, and IBM Watson Assistant, are examples of conversational voice agents. They can make phone calls, make reservations, and handle natural conversations with a human-like tone.
Voice-activated voice agent
These bots use voice commands to answer practical questions and perform routine tasks. They are more flexible than personal voice agents that adapt to speakers and perform customized tasks.
Such bots serve as digital assistants to AI-assisted bots like Siri.
How does an AI voice agent improve customer engagement?
A customer calling your sales team wants to feel valued and understood. An AI voice agent does that. It puts the customer at the center, creating a better experience and driving business benefits as a result. Let’s understand it with a few use cases.
Use case: Get a quick update on order status, 24/7
Assuming the AI voice agent is integrated into your CRM, it greets the customer by name. Instead of navigating through a branched IVR to get their order status, the customer can simply say ‘order status’ and the voice bot pulls out the order details from the CRM and gives the user a real-time update within seconds.
Sheraz Ali, the Founder of HARO Links Builder states that their voice agent managed over 30% of customer interactions in one of their company projects and drastically reduced wait times.
“It also improved our response efficiency and led to a 20% increase in customer satisfaction scores and a reduction in operational costs within three months.”
Benefits:
- Decreased waiting time.
- Limited IVR menu navigation.
- No human intervention is required.
- Quick response times.
- Reduced business costs.
- Tangible increase in customer satisfaction.
Use case: Improve language learning for students
A language learning platform uses a voice agent to provide real-time translations and personalized tutoring. So the voice agent instantly supports students in any subject by translating and clarifying complex terms in their preferred language.
Benefits:
- Reduced requirement for multilingual staff.
- Increases inclusivity as the bot answers in the user’s preferred language.
- Language barriers are removed.
Use case: Improve patient outcomes in healthcare
It's easy to miss appointments or forget to deliver prescriptions to the patient’s home timely. A healthcare service can employ a voice agent to deliver personalized care and offer preliminary health assessments, medication reminders, and easy appointment scheduling, all according to the individual patient's needs.
Benefits:
- Saves time by streamlining appointment bookings.
- Ensures medication adherence with timely reminders.
- Reduces workload for healthcare providers with automated support.
Use case: Streamline routine financial services
Once integrated with the banking system, the voice agent automates routine financial tasks, provides instant account information, processes transactions, and delivers personalized financial advice around the clock.
Benefits:
- 24/7 access to financial services without wait times.
- Improves customer experience with quick, accurate responses.
- Automates routine tasks, freeing up staff for complex queries.
- Provides personalized advice to improve financial decision-making.
Use case: Get personal shopping assistance
An e-commerce platform can use a voice agent to assist customers with product selection, provide personalized recommendations, and automate the sales process from start to finish.
Benefits:
- Delivers a personalized shopping experience 24/7.
- Boosts sales with customized recommendations.
- Reduces cart abandonment by guiding customers to checkout.
- Improves customer satisfaction with fast, accurate service.
Features of an AI voice agent
To understand why voice agents are so effective, let’s look at the key features that improve the overall customer service experience while streamlining business operations.
The best voice agents for businesses come equipped with:
Natural language understanding (NLU)
An AI voice agent understands user queries by converting speech into text using AI and NLP. It then forms an appropriate response and converts it back into speech using text-to-speech (TTS) technology. This ability to understand and respond in natural, conversational language sets AI voice agents apart from traditional IVR systems, which rely on rigid, menu-based responses.
Personalization capabilities
Customers want quick, personalized responses to their queries, unlike complex IVR systems that frustrate them with lengthy menus. An AI voice agent offers contextual conversations, adapting to the user’s intent. It detects speech cues, skips irrelevant interactions, and also transfers calls to the right agent.
Hence, when comparing voice agents to IVRs, the bot's ability to offer personalized interactions like a human outshines communication systems that follow even the best IVR practices.
Multi-language support
AI voice agents break down language barriers, supporting multiple languages to provide a more inclusive and accessible customer experience. Businesses can easily connect with diverse customer bases across the globe.
For instance, Plivo supports speech recognition in 27 languages and their regional variants.
{{cta-style-1}}
Integration with other platforms and services
AI voice agents easily integrate with platforms like customer relationship management (CRM) systems, Enterprise resource planning (ERP) tools, and ticketing software. They access and update customer data in real time to ensure accuracy.
These bots also pull relevant details, automate follow-up actions, and sync with communication channels like email or chat. This creates a personalized and consistent customer experience across all touchpoints.
Benefits of voice agents
Let’s now look at the benefits of AI voice agents.
Enhanced user experience
Many businesses have concerns over the quality of a voice agent for customer service. However, a voice agent answers queries quickly regardless of the time of the day. Speedy, reliable answers are important to providing excellent service, making voice agents an invaluable tool for businesses looking to improve customer satisfaction.
Additionally, businesses can:
- Handle routine queries and common tasks faster than human agents.
- Remove the need for users to navigate complex IVR menus.
- Manage high-volume calls without errors.
Better cost efficiency
An AI voice agent doesn’t just save time, it also saves money. It boosts user satisfaction and reduces support times by automating repetitive queries. This frees up staff for higher-value tasks, and interacting with customers after hours has improved lead conversion.
The direct benefits to businesses are:
- Reduces the need for a larger customer support team.
- Allows human agents to focus on complex, high-value inquiries.
- Engages users outside business hours to boost marketing return on investment (ROI).
- Lowers training costs and minimizes the risk of providing incorrect information.
Accessibility for users with disabilities
With over one billion people living with disabilities worldwide, voice agents make services more inclusive. They enable hands-free, accessible interactions, allowing customers with visual, motor, or cognitive impairments to engage with the business easily. This not only improves customer satisfaction but also broadens the company’s reach to a more diverse audience.
Data collection and analysis for improved services
Voice agents don’t just serve customers — they also gather insights. Use this data to analyze data and improve services, personalize marketing efforts, and make more informed business decisions.
24/7 availability
Unlike human agents, voice agents are always accessible. They ensure customers get help whenever they need it, contributing to a more consistent and reliable customer experience.
Future of AI voice technology
As IBM's data engineer, Chris Hay puts it, "We're entering an era where every mom-and-pop shop can have the same level of customer service as an enterprise." This statement captures the transformative potential of voice recognition technology.
AI voice chat applications benefit businesses of all sizes by delivering top-tier customer experiences. Tech giants are already paving the way. Microsoft has updated its Copilot AI with advanced voice capabilities, allowing it to handle complex queries with natural language reasoning, while Meta has introduced voice AI to its messaging apps.
AI voice assistants will move beyond smartphones, integrating into wearable devices like the recently unveiled Meta Orion augmented reality glasses. For businesses handling sensitive client relationships, this could mean smarter, empathetic bots that mirror the tone and approach of a human assistant.
Key upcoming trends:
- Hyper-personalization: Customized voices and targeted recommendations.
- Advanced problem-solving: Managing complex queries using natural language.
- Real-time analytics: Analyzing customer tone for deeper insights.
Yet, challenges remain. Arvind Rongala, the founder of a skill-management solution provider, shares, “There are still issues, especially with data privacy and ensuring interactions are human-like. In addition to resolving problems with bias in training data and regulatory compliance, businesses must strike a balance between automation and personalization. For example, adhering to GDPR regarding the storage of voice data can be challenging, but doing so is essential to fostering trust.”
Ultimately, businesses need to prioritize data security, explore multi-device integration options, and develop stronger contextual understanding for natural interactions.
Launch an AI voice agent with Plivo
Any scaling business needs a voice agent that's easy to integrate, globally accessible, and cost-effective without sacrificing quality.
Plivo checks all these boxes, offering seamless integration, seven global points of presence for low-latency interactions, and competitive rates starting at just $0.0040 per minute. It's ideal for businesses willing to scale while keeping operational costs in check.
In fact, Plivo can reduce operational costs by up to 40%.
Moreover, its commitment to reliability is backed by a 99.99% uptime guarantee, with failover capabilities that switch within two seconds if any disruptions occur.
You can launch voice agents with Plivo using just a few lines of code.
- Log in to your OpenAI Account: Secure your API key and RealTime API access.
- Log in to your Plivo Account: Sign up and get a voice-enabled number.
With integration options for leading speech-to-text (STT) and TTS providers like Deepgram and ElevenLabs, you can launch AI voice agents in multiple regions, including India, using local numbers.
Use Plivo-powered voice agents for:
- Personal shopping assistance: Offer personalized recommendations, go through product selections, and close sales.
- Healthcare automation: Improve patient outcomes with medication reminders, and appointment scheduling, and offer preliminary health assessments.
- Inclusivity in education: Break language barriers in learning with real-time translations and personalized tutoring across multiple subjects.
- Routine financial services automation: Provide instant account information, personalized financial advice, transaction processing status, etc. to customers.
With a 24/7 AI voice agent, your business can handle these tasks around the clock, ensuring that customers are never left waiting. Want to improve customer experience with Plivo? Contact us today.
AI Voice Agents for Real Estate (2026): 10 Tools Compared, Real Limitations and What Actually Scales
Compare 10 AI voice agents for real estate in 2026. Evaluate response time, CRM integration, multi-channel support, and scalability to find the right solution.
AI voice agents in real estate are all about response time, coverage and quick follow-through. If your system can't answer calls immediately, qualify intent, book tours and update your CRM without manual cleanup, it's not helping you win more deals; it's adding another layer for you to manage.
This guide isn't for browsing tools. It's for operators deciding whether to commit to AI voice agents in 2026 and ship something that actually helps you scale. We compare 10 platforms based on how they perform after signup, how fast you can go live, what breaks under real lead volume, and what it takes to keep them working week after week.
Top 10 AI Voice Agents for Real Estate (2026)
The goal here is simple: Helping you choose an option that you can launch confidently, not replace after the first integration headache.
1. Plivo
When aiming to build and scale AI voice agents for real estate, you care about two things: reaching prospects first and converting more inquiries into confirmed showings. Plivo excels here since it gives you production-ready AI voice agents that place instant callbacks, answer listing questions from your data, and book tours directly on your agents' calendars. They operate reliably across phone, SMS, WhatsApp and chat without stitching together telephony, AI models and messaging vendors.
Plivo is the AI agent builder platform for voice-first, omnichannel experiences—built on a carrier-grade telephony network trusted by Uber, Meta, Zomato, and thousands of businesses worldwide. Business teams can launch agents without writing code using Vibe agent. Engineering teams can orchestrate custom voice agents in code with full control. The foundation is Plivo's global communications infrastructure spanning 190+ countries: 15+ years of proven reliable infrastructure, low latency, and the call quality enterprises demand.
Core Capabilities:
- Inbound & Outbound AI Voice Agents: Handle live calls end-to-end, qualify intent, route intelligently and escalate to human agents when needed.
- Multi-Channel Agent Coverage: Run the same AI agent across phone, SMS, WhatsApp and chat with shared context across channels.
- No-Code AI Agent Builder (Vibe): Build and deploy voice agents using plain-English instructions, no prompt engineering or coding required.
- Build your way: Business teams launch with no-code tools; engineering teams build custom voice agents with full-code control. You're never forced into a single way of working.
- Vertically Integrated Telephony (CPaaS): Voice runs on Plivo's own global telephony infrastructure, avoiding third-party carrier dependencies.
- Low-Latency Voice AI Stack: Integrated TTS, STT and LLM orchestration enables sub-500ms response latency, critical for natural voice conversations.
- Enterprise-Grade Reliability: Built on Plivo's proven CPaaS platform with 99.99% uptime, 15+ years of reliable infrastructure, and global carrier connectivity across 190+ countries.
- CRM & Workflow Integrations: Pull customer context in real time and write call outcomes back to CRMs and support tools automatically. Connect Follow Up Boss, kvCORE, BoomTown, Salesforce, HubSpot, Google Calendar, Outlook, and your MLS/IDX feed.
- You own the stack: You get to choose your speech-to-text (STT), text-to-speech (TTS), and LLM while keeping prompts and data portable and avoiding lock-in.
Best fit if you:
- Need real-time voice agents that can operate continuously at scale.
- Want to avoid stitching telephony, AI and messaging vendors together.
- Plan to deploy across multiple channels, not voice alone.
- Have defined workflows for lead qualification, routing or follow-ups.
Not a fit if you:
- Only need a lightweight voice demo, basic IVR or short-term experiment.
- Want a fully turnkey, real estate-specific tool with no configuration or workflow control.
- Don't plan to integrate voice agents into your CRM, data stack or operations.
2. Luron AI
Luron AI is best suited for teams that need 24/7 AI voice agents that never miss calls and qualify leads automatically. It supports multilingual conversations and keeps pacing tight across accents and speaking styles. The system handles inbound and outbound voice conversations in dozens of languages and automates bookings and follow-ups without human staffing.
Core Capabilities:
- Instant call answer & qualification: AI answers every call, gathers intent, and qualifies leads without hold times.
- Multilingual support: Handles AI conversations in 45+ languages to cover diverse lead sources.
- Inbound & outbound support: Manages both types of calls and can also run outbound follow-ups.
- SMS, chat & email automation: Extends voice agents to text and messaging channels for a unified engagement approach.
- CRM & integration options: Connects to existing phone systems via SIP trunking and can integrate with CRMs and ticket systems.
Best fit if you:
- Want 24/7 lead capture and qualification without adding staff.
- Need multilingual voice conversations for global or diverse markets.
- Expect to automate bookings, follow-ups and reminders on voice and messaging channels.
- Have a CRM or existing phone system you must integrate with.
Not a fit if you:
- Only need a simple inbound answering or IVR replacement without automation.
- Want a solution focused on voice only, with limited channel reach.
- Prefer fixed, transparent pricing tiers publicly listed.
3. Callers AI
Callers AI is a platform for automating customer conversations with human-like voice agents that handle both inbound & outbound calls and messaging channels, powered by your brand's data and tone. It's focused on scaling high-volume voice interactions while maintaining contextual continuity across channels in a single branded voice experience.
Core Capabilities:
- Omni-channel AI interactions: Voice agents run across phone, SMS, WhatsApp and chat from a central AI brain.
- Human-like voice calls: Agents answer and place calls in a natural conversational style.
- Lead workflows & use cases: Supports lead qualification, cold call automation, appointment confirmation, retention flows and more.
- 24/7 availability & language breadth: Designed to handle calls and messaging around the clock, in multiple languages.
- Context remembering: Conversations carry context across voice and messaging so follow-ups feel continuous.
- Integrations & automation: Connects to CRMs and tools (300+ integrations) so call outcomes can update your systems.
Best fit if you:
- Want both inbound and outbound AI calling with consistent, natural-tone responses across channels.
- Need an AI system that can qualify leads, confirm appointments and manage follow-ups automatically.
- Are scaling high call volumes 24/7.
- Prefer a central "brain" that keeps context across channels and workflows.
Not a fit if you:
- Only want a basic voice or outbound dialer with limited cross-channel logic.
- Need a tool focused exclusively on simple IVR or basic routing without AI conversation layers.
- Prefer a product you can set up and forget in minutes without upfront configuration or workflow definition.
4. SquadStack AI
SquadStack AI is best suited for teams that want AI-assisted sales and voice engagement workflows supported by configurable human-in-the-loop automation. It blends automated outreach and qualification with options to escalate to human agents where needed, helpful for revenue teams that are focused on pipeline speed.
Core Capabilities:
- Automated Lead Engagement: AI enabled workflows proactively contact prospects and qualify them using data-driven sequencing.
- Voice & Messaging Channels: Supports outbound dialing, ringless voicemail, SMS and multi-touch sequences.
- Human-in-the-Loop Escalation: Configurable handoffs to live agents when conversations need human judgment.
- Sales Workflow Automation: Built-in logic for lead routing, prioritization and follow-ups across channels.
- CRM Integration + Data Sync: Sync outcomes and engagement data back to CRMs like Salesforce, HubSpot, etc.
Best fit if you:
- Want inbound and outbound automated voice interactions with natural conversation flows and multilingual capability.
- Need AI that handles lead qualification, follow-ups and reminders as part of sales or customer engagement sequences.
- Are automating sales outreach and conversational workflows alongside voice calls.
Not a fit if you:
- Need an AI platform focused on low-latency, bespoke voice agent infrastructure tied tightly to your own telephony stack.
- Are building a multi-channel bot with CRM/telephony hooks and developer control from the ground up at scale.
5. Telgent
Telgent leans into MLS and portal context. It is best for businesses that want always-on voice AI calling with automated scheduling, intelligent call handling and quick setup. Its platform emphasizes immediate activation, seamless integration with existing phone systems and natural AI responses that handle calls, schedule meetings and engage customers day and night.
Core Capabilities:
- 24/7 AI voice calling agents: Always-on call automation that answers and routes customer calls at any hour.
- Lead engagement & scheduling: Automatically books appointments, meetings and showings based on natural language conversations.
- Inbound call handling: AI answers incoming inquiries, qualifies intent and routes prospects with minimal human intervention.
- Automated inquiry responses: Provides instant answers to property questions and responds to rental or sales leads.
- Integration with real estate systems: Works with Zillow, Realtor.com, MLS platforms, Follow Up Boss, kvCORE, BoomTown, Salesforce and HubSpot for CRM continuity.
Best fit if you:
- Need round-the-clock call handling that captures leads and books appointments without missing inquiries.
- Want your voice AI to integrate with core real estate tools and CRM systems so client details are synced automatically.
- Are focused on lead conversion and showing scheduling as part of your customer engagement workflows.
Not a fit if you:
- Only require basic outbound calling with simple scripts rather than inbound + scheduling automation.
- Expect a no-config, plug-and-play voice bot that requires zero setup or customization.
- Want a platform that handles only one channel (voice only) without extending into SMS/WhatsApp/chat automation.
6. AIOnCalls
AIOnCalls is positioned as a virtual receptionist that never misses calls or opportunities. Best for teams that want an always-on voice AI assistant that handles inbound and outbound calls around the clock, engages callers in natural language, qualifies leads, books appointments and updates CRM data.
Core Capabilities:
- 24/7 Inbound & Outbound Voice Handling: AI answers and places calls around the clock across all hours and holidays.
- Lead Qualification & Follow-Up Automation: Qualifies callers in real time and automates follow-ups via voice, SMS and email.
- Appointment Scheduling & Calendar Invites: Books appointments and sends confirmations during calls.
- CRM & Workflow Integrations: Integrates with CRMs like Zoho, HubSpot, GoHighLevel, Google Calendar for real-time lead syncing and activity logging.
- Multilingual Conversations: Supports multiple languages and can handle simultaneous call sessions.
- Live Agent Escalation: Transfers complex calls to human agents when needed.
- Real-Time Analytics & Transcriptions: Provides live call monitoring, transcripts, sentiment analysis and dashboards.
Best fit if you:
- Need an AI voice agent that never misses inbound calls and engages leads immediately, 24/7.
- Want automated lead qualification, booking and follow-ups in voice, SMS, and email without human staffing.
- Are integrating call outcomes and engagement data into CRM or calendar workflows.
- Operate in industries where speed-to-lead matters and missed calls are costly.
Not a fit if you:
- Only need simple IVR or on-premise call routing without conversational automation.
- Prefer a pure telephony or developer API platform without built-in AI conversational layers.
- Are looking for a voice agent with deep, specialized industry templates.
7. Brilo AI
Brilo AI is a business-focused AI phone and voice call agent platform that enables teams to automate real-time voice interactions across industries like real estate. It promises fast setup, natural human-like voice responses, 24/7 coverage, integration with business tools and built-in analytics, all without needing a technical team to get started.
Core Capabilities:
- 24/7 AI voice call agents: Always-on AI phone agents handle inbound calls and customer engagements at any hour.
- Human-like voice interactions: Conversational voice responses built to sound natural and engaging.
- Appointment booking & scheduling: Voice agents can book appointments with synced calendars and handle reminders.
- CRM and business integrations: Integrates with a broad range of business apps (6,000+ app connections claimed) to sync customer context and outcomes.
- Real-time analytics & insights: Live call transcripts, sentiment analysis, intent tracking and topic detection support actionable insights post-call.
- Lead qualification automation: Agents engage prospects, capture intent and route high-value leads in real time.
Best fit if you:
- Need 24/7 automated voice engagement that never misses inbound or high-volume calls for lead capture, scheduling or support.
- Need a platform that books appointments, manages follow-ups and drives customer engagement without manual management.
- Plan to integrate the voice agent with CRM, calendar tools and analytics pipelines to maintain context across systems.
Not a fit if you:
- Simply need a basic phone tree, IVR or traditional call routing system.
- Are focused solely on developer-centric API telephony without AI built in.
- Require industry-specific compliance guarantees (HIPAA, PCI, etc.) documented publicly.
8. VocalDesk
VocalDesk is an AI-enabled voice and contact automation platform that helps teams automate calling, lead follow-up, support interactions and scheduling. Its focus is on automated voice conversations and multi-channel engagement with CRM integration and configurable workflows that replace manual outreach tasks.
Core Capabilities:
- Automated Voice Conversations: Handles inbound and outbound calls using AI to engage, qualify, and route callers.
- AI-Driven Lead Qualification: Automated conversation flows that marks lead intent and priority.
- Appointment Booking & Reminders: Schedules meetings and sends reminders as part of automated flows.
- Multichannel Messaging: Engages customers across voice, text and messaging platforms.
- CRM & Workflow Sync: Connects with CRM systems and business tools to log interactions and maintain records.
Best fit if you:
- Want to automate call handling and lead follow-up without manual dialing.
- Need a solution that combines voice and messaging outreach with CRM context.
- Are focused on lead qualification and scheduling as part of broader sales engagement.
Not a fit if you:
- Only need basic call routing or IVR without AI handling.
- Require explicit developer control over telephony APIs.
- Rely on hard metrics like latency, concurrency limits or multi-region telephony SLAs.
9. Calldock
Calldock is an AI voice agent platform intended for instant lead engagement, automatic qualification and scheduling. Its system calls leads within seconds of form submission, conducts natural conversations and integrates with calendars and workflows to automate follow-ups and booking.
Core Capabilities:
- Instant lead callbacks: Calls website leads within ~60 seconds of a submission, boosting early engagement.
- Calendar booking: Agents can book appointments directly to your calendar during live calls.
- Multi-channel follow-up: Agents send SMS and email follow-ups as part of the call workflow.
- Seamless handoff & callbacks: You can trigger human handoffs in natural language and schedule intelligent callbacks.
- API, webhooks, & integration ecosystem: Support for APIs and pre-call webhooks lets you fetch context before calls and connect with Gmail, Google Calendar, Slack, Zapier and thousands more.
- Developer playground & documentation: Provides API documentation and code examples for triggered calls and automated workflows.
Best fit if you:
- Want immediate lead engagement that happens in seconds.
- Need voice agents that qualify, book and follow up automatically across voice, SMS and email.
- Plan to integrate voice engagements with calendar and business workflows.
- Need a voice agent that works with easy templates for common industries with minimal setup.
- Want a low-code or no-code setup that goes live with simple configuration.
Not a fit if you:
- Need proper inbound/outbound calling with API integration.
- Require deep telephony infrastructure control or enterprise telephony SLAs.
- Are building highly custom dialogue systems that need proprietary LLM tuning beyond the existing templates.
10. Ylopo
Ylopo is a digital marketing and lead gen platform built for the real estate industry. It combines lead capture, nurturing, AI voice calling, AI texting, branded websites and marketing automation into one system that integrates with CRMs and helps real estate teams generate and convert leads.
Core Capabilities:
- AI Voice Follow-Up: Automatically calls new and existing leads to qualify interest and connect them to agents.
- AI Text Conversations: Runs two-way SMS conversations to nurture leads until they're ready to talk.
- AI² Voice + Text System: Combines calling and texting into one coordinated follow-up engine.
- Automated Appointment Transfers: Delivers live transfers or booked appointments when leads are qualified.
- Lead Generation & Nurture: Includes PPC ads, remarketing and IDX websites to capture and feed leads into AI follow-up.
- CRM & Website Integration: Syncs AI conversations and lead activity with CRMs and branded real estate websites.
Best fit if you:
- Want lead capture with nurturing as a unified system rather than isolated voice interaction tools.
- Are a realtor or team that wants AI to automatically engage leads by text and phone, not just manage manual contacts.
- Need branded websites with IDX search and integrated lead capture feeding into automated follow-up.
- Plan to keep leads engaged over longer time horizons (e.g., 90-day voice follow-up).
- Value combined marketing + AI follow-up rather than a single channel (voice only).
Not a fit if you:
- Are looking for pure AI voice agent infrastructure like a telephony-first CPaaS platform.
- Need tools focused on enterprise-grade telephony performance, low-latency voice systems or custom telephony workflows.
What Matters Most in AI Voice Agents (Beyond the Basics)
1. Telephony Ownership vs. Vendor Stitching
Many AI voice tools rely on third-party telephony stitched together with AI layers. This often introduces latency, call drops and limited routing control at scale.
What to prioritize:
- Built-in telephony with direct carrier connectivity
- End-to-end control over call routing and quality
- Fewer external dependencies
Plivo runs on its own global CPaaS and carrier-grade telephony stack, removing third-party voice dependencies.
2. Real-Time Performance (Latency & Uptime)
Voice conversations break down quickly when responses lag or calls fail. Sub-second latency and high uptime aren't "nice to have"—they're mandatory.
What to validate:
- Sub-500ms voice response latency
- 99.99% uptime or better
- Real-time STT, TTS, and LLM orchestration
Plivo's vertically integrated Voice AI stack is designed for low-latency, real-time conversations on proven infrastructure.
3. Multi-Channel Context, Not Disconnected Bots
Leads move between calls, SMS, WhatsApp and chat. Treating each channel as a separate bot creates broken experiences and duplicate work.
What to look for:
- Shared context across voice and messaging
- Unified conversation history
- Seamless handoffs between channels
Plivo supports multi-channel agents that share context across phone, SMS, WhatsApp and chat from a single system.
4. Integration Depth (CRM, Calendars, Workflows)
Voice agents don't operate in isolation. Without deep integrations, they become another silo your team has to manage.
Prioritize platforms that:
- Read from and write to CRMs in real time
- Trigger workflows during live calls
- Integrate cleanly with calendars and support tools
Plivo integrates directly with CRMs and business systems, allowing agents to act on live data and update records automatically.
5. Built for Scale, Not Just Launch
Many tools work well for pilots but struggle under sustained call volume or multi-region deployment.
Ask:
- Can this run continuously without degradation?
- Are pricing and performance predictable as usage grows?
- Will this still work when channels or regions expand?
Plivo's AI agents are built on infrastructure that already powers enterprise-grade voice and messaging at global scale.
FAQs
What's the fastest way to go live without breaking existing operations?
Start with a single, contained flow like after-hours inbound calls or instant lead callbacks. Connect your phone numbers, CRM and calendar, define escalation rules and launch! You can expand coverage once live data validates the flow.
How do I ensure voice quality doesn't feel robotic or laggy?
Voice quality depends on latency and telephony control. Platforms with integrated telephony and real-time STT/TTS orchestration keep responses sub-second, which is critical for natural conversations that callers don't hang up on.
How does the agent stay accurate and compliant with real estate data?
The agent should pull from a restricted, curated knowledge source (MLS, IDX, listings) and operate within defined guardrails. When questions exceed scope like pricing nuance, legal terms, fair-housing-sensitive topics, it escalates to a human automatically.
What happens when call volume spikes or multiple leads call at once?
Calls don't fail—they should queue. High-intent conversations can be routed to live agents, while others are qualified, scheduled or followed up asynchronously. Every outcome is logged so nothing gets lost.
How does this fit into my CRM and follow-up workflows?
The agent reads live CRM data during calls and writes outcomes back automatically in the form of notes, disposition, next steps and booked appointments. Your team picks up conversations with full context instead of starting from scratch.
Try Plivo Free
Curious how an AI voice platform performs in your workflows, not just in theory? Plivo offers a free trial account with credits so you can experiment with voice, SMS, WhatsApp and chat services before committing. When you sign up, you get trial credits, can add a phone number and start testing features like real-time voice interactions and multi-channel engagement using APIs or visual tools like PHLO. This lets you validate performance, integrations, and call flows with your actual data—all without upfront cost.
Plivo's trial lets you test core capabilities immediately, making it easy to see how quickly you can build, launch, and refine agents that handle calls, qualify leads and update systems in real time.
Get started with your free trial now and begin building your first agent today.
Best AI Voice Agents for Customer Support and Service (2026): What to Deploy Now
Compare 10 AI voice agent platforms for customer support. Get a practical 30-day pilot framework, implementation workflow, and outcome-driven selection guide.
1) Plivo — The fastest path to production-grade AI voice agents for customer support
A recent Gartner survey found that most customer service leaders plan to explore or pilot conversational GenAI in 2025—making a clear, near-term mandate to deliver something that works on the phone channel, not just in chat. That's your cue to build a reliable voice front door with an AI agent builder platform designed for voice-first, omnichannel experiences.
Why Plivo is #1
Plivo is the AI agent builder platform that lets you build your way. Whether you're a business leader who needs to launch fast or an engineering team building custom workflows, Plivo meets you where you are. Start with no-code tools that let non-technical teams deploy agents in hours. Go deeper with low-code orchestration for more control. Or build from scratch with full-code frameworks that integrate into your existing stack. You're never forced into a single way of working.
What it does for you
Plivo's Voice AI stack is modular by design. Want speed? Use the fully integrated platform—STT, LLM, TTS, and telephony—pre-configured and ready to go. Want control? Orchestrate your agents using code with Plivo's Agentic STT models and Telephony, alongside your preferred LLM providers. Want just the connectivity layer? Use audio streaming or SIP trunking and bring everything else yourself. You decide where Plivo ends and your stack begins.
Underlying it all is a reliable, carrier-grade telephony platform that scales for enterprises—global PSTN/SIP connectivity, number provisioning and porting, call routing with failover, recording with consent, and clean human handoff with full context into your CRM or help desk.
Segment-by-segment fit
If you're SMB, launch fast with no-code tools that let you deploy agents in hours, plus a simple dashboard and connectors for Shopify and Calendly. If you're mid-market, use low-code orchestration for more control, with a modular stack that lets you use what you need—swap in your preferred LLM, STT, or TTS. If you're enterprise, build with full-code frameworks that integrate into your existing stack, plus a modular Voice AI stack to pick-and-choose what you need, governance features (RBAC, audit transcripts, data residency), and contact center integration for high availability and reporting.
Start with Voice, go everywhere
Voice is the hardest channel to get right—and it's where Plivo leads. But the same flexible building experience extends to WhatsApp, SMS, RCS, and Chat. Build once, deploy across channels, and meet customers wherever they are.
Suitable for
- Fintech customer service: consent-first flows, secure keypad capture, dispute status, and callbacks.
- Healthcare scheduling: multilingual intake, appointment changes, escalations with a summarized handoff.
- Retail and logistics: order status, returns, delivery windows, and SMS/WhatsApp follow-ups.
No more choosing between a locked-in platform that's easy but limiting, or a DIY approach that's flexible but painful. Plivo gives you both—simplicity when you want it, depth when you need it.
Explore the Voice API, check pricing, review compliance, handle numbers & porting, browse case studies, or jump into the quickstart.
2) Google Dialogflow CX — Complex, branching flows without spaghetti
Key features
Dialogflow CX uses a flow-and-page model to capture state and branching, so you can manage multi-step intents like returns, warranty claims, and multi-factor verification without dozens of brittle intents. It supports voice and text and includes versioning, experiments, and test tools. For telephony, you can use partner gateways or SIP; for global reach, put Plivo at the edge and connect to CX.
Why it matters
Complicated support journeys need explicit state. CX gives you that structure. If your "Where's my order?" workflow forks based on identity checks, fulfillment method, and policy windows, you can keep logic readable and testable. CX also plays well with multilingual experiences and mixed initiative, so callers can change course mid-conversation.
Implementation steps
Start with a single high-volume journey and draw it as a CX flow. Add a fallback page with a short menu for noisy lines. Ground the bot in your knowledge base and order system, then add handoff rules. Put Plivo in front for numbers, routing, and recording consent, and pass summaries back to your ticketing system.
Suitable for
Teams with multiple brands or product lines, where branching grows quickly and consistency matters across regions.
3) Amazon Lex + Amazon Connect — AWS-first voice automation that ops can own
Key features
Lex handles the speech and NLU for voice and text. Connect adds the contact-center fabric: routing, IVR, call recording, and agent desktop. It's a natural fit if your data and apps live in AWS and security prefers IAM-managed access. For global numbers or bring-your-own carrier control, front with Plivo and route into Connect.
Why it matters
Staying inside AWS accelerates procurement, security reviews, and monitoring. You can call Lambdas for tool use, search knowledge with Kendra, and use Connect metrics and contact flows your ops team already knows. That shortens time to value and concentrates governance in one place.
Implementation steps
Define one call flow in Connect (ID&V → status lookup → handoff). Build Lex intents from your top FAQs. Add Plivo for number management, routing, and failover. Send summaries back to your CRM or help desk. Keep a barge-in plan for noisy environments and a keypad fallback for payment flows.
Suitable for
IT-led programs where AWS standardization, auditability, and a single pane of glass for monitoring are priorities.
4) IBM Watson Assistant — Governance-first deployments in regulated industries
Key features
Watson Assistant supports omnichannel conversations with documented security and governance options, including deployment paths designed for regulated workloads. If your risk office leads the decision, IBM provides clear guidance on audit logging, data handling, and architectural choices. Add Plivo to handle PSTN/SIP, call consent prompts, and compliant recording policies.
Why it matters
Financial services and healthcare teams often need auditability from day one. When you need clear data-handling boundaries and deployment models that align with internal controls, IBM's documentation and support track help you pass reviews without months of back-and-forth.
Implementation steps
Map your data-classification rules to Watson's deployment options. Keep contact recordings and transcriptions in your approved storage. Use Plivo's routing and consent prompts to standardize intake across regions. Summarize calls into your case system for full traceability.
Suitable for
Organizations with heavy compliance needs, strict data residency, or formal audit trails for every customer interaction.
5) Cognigy.AI — IVR modernization with fine-grained voice control
Key features
Cognigy combines a visual designer with a voice gateway that supports streaming ASR, interruptibility, and transfer control. It integrates with multiple speech providers and enterprise systems like SAP and Salesforce. This lets you tune barge-in sensitivity, error handling, and handoff cues rather than living with a one-size-fits-all IVR.
Why it matters
If callers still hear a menu tree, you're wasting time and goodwill. Cognigy helps you replace rigid menus with natural conversations and graceful escalation. You keep the levers you need—timing, sensitivity, fallback prompts—so the agent feels human, not scripted.
Implementation steps
Start with the two intents that create the most queue time. Set barge-in thresholds conservatively and widen them after you test in live traffic. Put Plivo at the edge to manage numbers, recording policies, and failover. Send summaries with disposition tags to your CRM.
Suitable for
Enterprises with legacy IVRs, high call volumes, and a clear need to reduce effort without ripping out the contact-center core.
6) Salesforce Agentforce — CRM-native service automation where your team works
Key features
Agentforce brings AI agents into the Salesforce console and data model. Your service team stays in the view they know, while the agent handles common intents, drafts summaries, and routes cases. Add Plivo for calling so every phone interaction lands in Salesforce with the right context.
Why it matters
When everything you need to resolve an issue already lives in Salesforce, keeping the agent there shortens integration time and improves analytics. Supervisors can coach on the same dashboard and review case summaries, while admins maintain clear governance over data and automations.
Implementation steps
Pick one queue with repetitive calls. Tie identity checks to account data and warranties. Keep a "press 0 for a human" fallback and make sure the agent passes a clean summary with next steps. Use Plivo for the phone edge so call recordings and consent are consistent across regions.
Suitable for
Service teams that treat Salesforce as the system of record and want automation to feel native—not bolted on.
7) Zoom Virtual Agent for Phone — A 24/7 receptionist and concierge
Key features
Zoom's Virtual Agent for Phone handles greetings, routing, and the most common requests. You train it from existing docs and site content, then turn it on for after-hours or full-time reception. It's built for quick wins like appointment scheduling, store hours, and simple status checks with transfers when needed.
Why it matters
If reception lines clog your switchboard, a front-door voice agent can deflect simple questions without new headcount. As you add skills, you can expand from triage to completing tasks. For broader reach, connect Plivo to add global numbers and transactional notifications via SMS or WhatsApp.
Implementation steps
Start with greeting, business hours, and routing. Add appointment booking next. Keep live-agent transfers one click away. If you outgrow the PBX perimeter, bring Plivo in to manage numbers and cross-channel follow-ups.
Suitable for
Single-number switchboards, high-volume reception desks, and teams that need a quick, always-on front door.
8) Sierra — Enterprise "autonomous" agents with category momentum
Key features
Sierra focuses on enterprise-grade AI agents for customer service with an emphasis on agentic workflows. The leadership and market traction give executives confidence to back bigger bets. If you're evaluating multi-channel automation with rigorous SLAs, Sierra is a credible short-list option. Plug it into Plivo for reliable telephony, recording consent, and global routing.
Why it matters
Momentum reduces perceived risk. When you need cross-functional buy-in, a vendor that's already in enterprise production helps. You still need the phone edge right: numbers, routing, and failover that won't buckle under peaks.
Implementation steps
Define two end-to-end journeys (e.g., ID&V + order update; returns approval). Keep human handoff one step away and capture every call summary in your case system. Instrument containment and transfers, then iterate weekly.
Suitable for
Large teams planning multi-channel agents and looking for vendor accountability with clear deliverables and timelines.
9) Tidio (Lyro) — SMB eCommerce chat that pairs well with voice
Key features
Tidio blends live chat, an AI agent, and eCommerce integrations. It's a practical way to resolve repetitive questions, free up your team, and capture intent while buyers are on your site. Add Plivo for a simple order-status line and SMS/WhatsApp updates so customers get answers by phone as well as chat.
Why it matters
eCommerce teams need fast coverage more than complex architectures. You can start with FAQs, then add checkout and account questions. When phone calls spike—promos, holidays—route a basic voice flow through Plivo and keep your agent consistent across channels.
Implementation steps
Load your top FAQs and shipping policies, add a returns flow, and set clear handoff rules. For voice, route a single Plivo number to a lightweight agent that authenticates by order ID and ZIP code, then offers a callback option during peaks.
Suitable for
Lean teams that want to reduce repetitive chat volume now and add phone coverage without standing up a full contact center.
10) Robylon — Multi-channel AI agents focused on support teams
Key features
Robylon specializes in AI-driven customer support across voice, chat, email, and messaging. It integrates with help desks like Zendesk and Freshdesk, supports multiple languages, and offers analytics dashboards designed for service leaders. It's a pragmatic fit if your help desk is the hub of your operation.
Why it matters
You want human-like conversations that escalate cleanly. Robylon's positioning around support workflows means your ticketing, SLAs, and dispositions stay intact. For reliable calling, use Plivo for numbers, routing, and recording consent so your phone channel matches the quality of your chat channel.
Implementation steps
Start with account updates and appointment scheduling. Ground the agent in your help-desk knowledge base and macros. Track resolution time and transfer reasons; refine weekly.
Suitable for
Mid-market support teams who want a focused system that plugs into existing help-desk processes and expands to voice without heavy lifting.
How to run a safe, high-signal pilot in 30 days
Define success first
Pick three metrics: containment, transfer rate, and average resolution time. Write a one-line target for each and a go/no-go threshold. Everyone should know what "good" looks like before you take your first call.
Start with narrow, high-volume intents
"Where's my order?", appointment changes, returns, account updates. These are predictable, frequent, and measurable. Script your handoff sentence so agents never start from zero.
Build the right guardrails
Add a consent prompt, a keypad fallback for sensitive inputs, and a short backup menu for noisy environments. Keep the escalations simple: one route for billing, one for everything else.
Ground every answer
Connect the agent to your CRM/help desk and knowledge base. If the answer doesn't exist in your source of truth, escalate. Summarize every call into the ticket with disposition and next steps.
Iterate weekly
Review 20 call transcripts together. Fix the top three friction points. Update prompts and knowledge. Ship changes. Repeat.
FAQ
What's the fastest way to launch a voice agent without changing my stack?
Keep your telephony and routing on Plivo, connect your preferred conversation engine, and ground it in your CRM/help desk and knowledge base. Start with one number, one intent, and a simple fallback.
How should I measure success in the first 30 days?
Track containment, transfer rate, and resolution time. Listen for barge-in moments and interruptions—they reveal prompt and timing issues that you can fix quickly.
How do I implement consent, recording, and PCI/PHI safely?
Play a clear consent prompt before any recording. Use keypad input for payments or sensitive data. Store recordings and transcripts in approved systems and keep audit logs.
When is Dialogflow CX better than Lex, IBM, or Cognigy?
Choose CX for complex branching flows and multilingual journeys; Lex when your team standardizes on AWS; IBM when governance and deployment control are paramount; Cognigy when you're modernizing IVR with fine-grained voice settings.
How do I handle accents, noise, and barge-in in production?
Use a robust ASR, tune your barge-in sensitivity, and keep a keypad fallback. Test in noisy environments and shorten prompts. Summaries help human agents pick up without asking callers to repeat themselves.
Conclusion: Build the voice edge once, then scale what works
A measured result to anchor ROI. McKinsey reported that, at one company with thousands of agents, applying generative AI raised issue resolution and lowered handling time—small percentage gains that compound into real savings at scale. That's the kind of lift your leadership expects—and the reason to start with a focused pilot that moves one metric.
Bring your "brain" of choice, but keep the phone edge on Plivo so every call connects, every consent is captured, and every handoff carries context. Define three KPIs, pick one journey, and go live with a human fallback. Review transcripts weekly, then scale to the next two intents.
Ready to hear what real-time voice feels like? Build your agent or talk to an expert today.
.jpg)
RCS Marketing 101: Your Complete Guide
Discover how RCS marketing delivers rich, branded messages that drive engagement for your business.
SMS marketing works, but let’s be honest: it feels a bit outdated compared to modern apps.
But what if you could send rich, interactive messages with branded content, images, buttons, and carousels straight to your customers’ native messaging apps?
Rich communication services (RCS) makes that possible.
If you’re ready to explore how RCS marketing can transform your engagement strategy, this guide will walk you through everything you need to know. Let’s get started.
What is RCS marketing?
RCS marketing uses rich communication services to send interactive, branded messages through a customer’s default messaging app. It’s a modern upgrade to SMS that lets businesses share images, buttons, carousels, and more — all without needing third-party apps.
A user on Reddit summed up this perfectly:
RCS lets you send messages that are visually branded with logos and colors while remaining interactive. This turns static updates into an app-like experience inside a message.
This shift is part of a broader industry move, led by Google and backed by major mobile carriers, to upgrade messaging infrastructure and make RCS the default standard on Android devices.
As support continues to grow, businesses are adopting RCS as part of their customer engagement strategy. Platforms like Plivo make that adoption easier with a reliable, enterprise-grade gateway to deliver rich, reliable RCS campaigns at scale.
RCS vs. SMS marketing: A quick comparison
Marketers today are looking for ways to deliver more interactive and visual communication, and RCS is clearly leading the way.
While SMS still works well for simple alerts, it lacks the creativity and engagement that RCS marketing offers.
Let’s take a quick look at RCS vs. SMS marketing.
4 key benefits of RCS marketing
RCS marketing makes messaging feel more natural for both you and your customers. And since you can see what’s working and what’s not, it’s easier to pivot your strategy and get better results.
Here are its four key benefits.
1. Improved user interaction
One of the biggest advantages of RCS marketing is how seamless it makes the experience for your customers. Instead of typing out replies or clicking a link to open a website, users can just tap a button right inside the message.
Want them to book a demo, check order status, or browse products? It’s all possible with just a tap.
Fewer steps mean less effort, and that leads to more people following through. In fact, individuals spend up to 37 seconds engaging with RCS messages, which is a lot longer than most other types of mobile messaging.
That extra time and interaction can make all the difference when you’re trying to convert interest into action.
2. Consistent brand experience
RCS marketing doesn’t just tell people who you are — it shows them.
Verified business profiles help people know they’re getting messages from the real brand. Every message shows your brand’s logo, name, colors, and a checkmark. These small details make it clear that the message is coming from a genuine source.
This consistency matters because 88% of people are more likely to buy from a brand they trust.
3. In-depth analytics
With RCS marketing, you can track open rates, button clicks, and how people interact with each part of your message.
You get clear visibility into what’s working and where users are dropping off.
This makes it much easier to measure the return on investment (ROI) and fine-tune your campaigns. The more you understand how people engage, the better you can shape your messaging for results.
4. Higher conversion potential
RCS marketing makes it easier for customers to take action — whether that’s browsing products, booking a service, or making a purchase — all within the message itself.
With fewer clicks and no need to switch apps, the path to conversion feels effortless. And when it’s that easy, more people follow through.
For example, EaseMyTrip used RCS to run a post-COVID travel survey. They added quick-tap answer options and followed up with a thank-you coupon. The campaign saw a 4x higher click-through rate than email, 10x more survey completions, and a 2.7% increase in conversion rate.
5 major use cases of RCS marketing
Here are five major use cases showing how brands are using RCS marketing effectively.
1. Product promotions
RCS makes product promotions feel more like browsing a store than reading a message. Brands can send image carousels that customers can swipe through to explore new arrivals, check product details, and see what’s available without leaving their messaging app.
2. Abandoned cart reminders
The average cart abandonment rate is over 70%, which means most shoppers never make it to the finish line. RCS marketing can help bring them back by making the reminder more engaging and easier to act on.
You can send a message that shows exactly what they left behind, along with a clear button to complete the purchase. It’s visual, straightforward, and the entire experience stays within their messaging app.
3. Appointment confirmations and reminders
A PhD thesis from Manchester Metropolitan University found that forgetfulness is the most common reason people skip their appointments.
RCS makes it easier for both businesses and customers to stay on the same page. You can send a message that shows the appointment details along with a simple calendar view. Add buttons to confirm, reschedule, or cancel — all within the chat.
4. Customer surveys and feedback
Getting feedback is important, but most customers lack the time or patience to complete lengthy forms. RCS marketing makes it easier by allowing brands to ask short, targeted questions and receive quick responses.
Plus, the rich features of RCS let you include images, ratings, or multiple-choice options, making feedback feel more like a conversation.
5. Customer support follow-ups
After a support request is resolved, following up shows customers you care and helps close the loop on their experience. But if the follow-up message gets buried in an email inbox or goes unnoticed, that opportunity to connect is lost.
With RCS marketing, you can send a quick message to check if everything’s working fine. You can include helpful buttons like “Change Password,” “Manage Account,” or “Talk to Support.”
RCS marketing myths and realities
Despite RCS marketing’s growing adoption and proven results, some common misconceptions still hold businesses back from trying it. Let’s look at a few of the biggest myths and what’s actually true.
Myth 1: RCS marketing is too expensive
At first glance, RCS business messaging can seem like a pricey upgrade. Rich visuals, tap-to-action buttons, and branded layouts look premium, so it’s easy to assume they come with a hefty cost.
But cost alone doesn’t tell the full story.
What you get in return matters more. RCS drives significantly stronger engagement with higher click-through rates, increased interactions, and better overall outcomes.
Take Club Comex, the loyalty program of North American paint brand Comex. They sent two rich and interactive RCS campaigns to their members and saw a 10x higher click-through rate, which helped increase revenue by 115%.
That’s the value side of the equation. Better targeting and richer content mean more people click, engage, and convert.
Myth 2: RCS marketing doesn’t reach enough users to be worth it
This concern made sense in the early days of RCS, when adoption was still catching up. But the landscape looks very different now.
In June 2024, the 12-month growth of RCS users reached 36.3%, showing faster uptake than other messaging channels. More Android devices support RCS by default, and it’s being rolled out across more networks globally. Even Apple has announced support, which means RCS is on track to reach a massive number of smartphone users worldwide.
With that kind of growth and widespread support, the hesitation around RCS is starting to fade. Brands can confidently invest in RCS marketing knowing it will connect with more customers than ever before.
Myth 3: RCS gets treated like spam and ends up ignored just like emails
Unlike email, RCS messages appear directly in the user’s primary messaging app alongside personal conversations. They include rich media and interactive elements, making them more engaging and less likely to be ignored.
This creates a more natural, conversational experience that drives higher open and response rates than traditional marketing channels.
Why choose Plivo for your RCS marketing needs
With RCS, you can turn simple messages into rich, branded conversations that feel more like chatting than broadcasting.
Plivo gives you the tools to make that shift without the hassle. From verified messaging to smart automation, everything works together to help you connect better and respond faster.
When combined with AI Agents and a unified customer data platform, RCS becomes more than just messaging. You can deliver personalized experiences at scale, automate everyday interactions, and keep conversations flowing without lifting a finger.
Here’s what you get with Plivo’s RCS API:
- Real-time personalization: AI Agents tailor conversations using customer profiles and behavior triggers to improve engagement and conversions.
- Multi-channel fallback: If RCS isn’t supported, messages automatically switch to SMS to ensure delivery and maintain consistent communication.
- Conversational automation: AI Agents handle FAQs, process orders, schedule deliveries, and route complex queries within RCS.
- All-in-one messaging platform: Manage RCS, SMS, WhatsApp, Voice, and more from a single dashboard.
- Reliable performance: 99.99% uptime and global infrastructure keep your campaigns running smoothly.
With Plivo’s no-code tools, you can quickly launch AI-powered RCS messaging across channels and deliver a consistent customer experience from day one.
See how you can launch your first RCS marketing campaign with Plivo by requesting a demo today!
7 Best Bird Alternatives in 2024
Find 7 best Bird alternatives offering enhanced features, better pricing, and improved integrations for your business needs.
Growing businesses require more sophisticated communication features, such as automation, solid customer support, and easy integration with existing systems. So businesses with more advanced messaging requirements may find value in exploring additional messaging API options that offer even more customization and scalability for their needs.
Fortunately, there are plenty of Bird alternatives that can provide tailored solutions for your unique needs.
In this blog, we’ll explore the seven best alternatives to Bird and compare their features, functionalities, and pricing to help you find the right communication platform for your business.
Bird alternatives at a glance
Let’s quickly review the seven most popular Bird competitors and their unique functionalities at a high level.
7 best Bird alternatives in 2024
Here is a more detailed analysis of our top seven picks for the best SMS service providers.
1. Plivo
Features
- SMS auto-responder: Plivo’s SMS auto-responder ensures that all queries are addressed promptly to keep customers satisfied and informed.
- Conference call: Connect multiple people with a pin to a single call, enabling collaboration and communication among teams, clients, or stakeholders.
- Voice-based notifications: Stay in touch with your customers by dispatching customized audio alerts through voice calls. This feature ensures that your important messages are heard loud and clear.
- Voice survey: Plivo uses voice surveys to collect information from customers with satisfaction scores of a service.
- Voicemail: Capture a caller's information even while you're away and use the obtained insights later.
- Scalable cloud IVR: Build multi-level interactive voice response (IVR) menus to route every call intelligently so that no query is left unanswered.
- Call forwarding: Forward calls to your office, mobile, or home number.
- Voicemail transcription: Access Plivo’s premium voicemail transcription service, which provides real-time, high-quality, and accurate transcripts.
- Reusable templates: Use a vast library of ready-to-use templates to add powerful functionality with minimal code with Verify API.
- Text-to-speech: Convert written text into natural-sounding speech in multiple languages and accents, removing communication barriers to analyze customer insights with ease.
- Fraud protection: With Plivo’s Fraud Shield, you can easily keep an eye on messaging activity without constant manual checks. Automatically detect unusual patterns and set thresholds specific to each country to respond swiftly to potential issues with no extra costs.
- Lowest costs per verification: You don't pay for verification, only for channel costs with no hidden charges.
- Reach customers across channels: Send OTPs to customers using SMS, Voice, and WhatsApp across multiple channels.
- Pay per conversation in WhatsApp messaging: Plivo's pricing structure allows you to send more messages without increasing costs.
Pros
- Affordable option
- User-friendly interface
- Responsive customer support
Cons
Ratings and reviews
G2: 4.5/5 (720+ reviews)
Capterra: 4.3/5 (85+ reviews)
Pricing
SMS API
Outbound: $0.0055/SMS
Voice API
Outbound: $0.0100/min
Inbound: $0.0055/min
Verify API
$0 verification fee; only pay SMS, Voice, or WhatsApp charge
Meta’s fee + platform fee (Rs. 0.067/conversation)
Suitable for
Plivo is one of the best messaging alternatives to Bird for businesses seeking a reliable, comprehensive, and cost-friendly communication platform.
{{cta-style-1}}
2. Twilio
Features
- Omnichannel communication: Twilio supports multiple messaging channels beyond SMS, including MMS, WhatsApp, and Facebook Messenger, allowing for richer customer interactions compared to Bird’s primarily SMS-focused services.
- Advanced authentication: Comprehensive security features like 2FA and programmable SMS for verification processes enhance user security compared to Bird’s standard offerings.
- Voice intelligence: Transform voice calls into actionable data insights with machine learning and AI.
Pros
- Extensive API documentation.
- An array of communication APIs available.
- Multi-channel communication support.
Cons
- Poorly documented integration requirements lead to implementation delays and higher error risk. (G2)
- Advanced features are difficult to implement. (G2)
- UI/UX can be improved. (G2)
Ratings and reviews
G2: 4.2/5 (475+ reviews)
Capterra: 4.4/5 (455+ reviews)
Pricing
SMS API
Outbound: $0.0079/SMS
Inbound: $0.0079/SMS
OUtbound: $0.002/MMS
Inbound: $0.01/MMS
Voice API
Outbound: $0.0140/min
Inbound: $0.0085/min
Verify API
$0.05 authentication fee/SMS + channel fee
$0.004/conversation
Suitable for
Twilio is ideal for large enterprises with generous budgets seeking a comprehensive communications provider with a global reach.
3. Telynyx
Features
- Noise suppression: Telnyx offers noise suppression and HD voice codecs to ensure the best possible audio inputs.
- Real-time transcription: It offers real-time transcription on a live call, activated via one API command. It speaks dynamic text in 29 languages and accents.
- Smart IVR: Build a multi-level IVR phone tree to intelligently route your call flows via dual-tone multi-frequency (DTMF) or voice commands.
Pros
- Easy-to-use interface.
- Affordable pricing.
- Good customer support.
Cons
- Lack of APIs and automation to submit port requests. (G2)
- Setting up features like SIP trunking and VOIP call routing is complicated. (G2)
Ratings and reviews
G2: 4.7/5 (415+ reviews)
Capterra: 4.7/5 (115+ reviews)
Suitable for
Telynyx is a great Bird alternative for businesses seeking an advanced way to optimize call handling and improve customer interactions through smart IVR or speech-to-text.
4.Vonage
Features
- Programmable video: Vonage offers robust video APIs that allow businesses to integrate high-quality video conferencing into their applications.
- Call control and analytics: Vonage enables businesses to monitor and optimize call performance beyond basic voice capabilities.
- IVR support: Vonage includes customizable IVR solutions that enhance customer service by automating call routing, which is unavailable in Bird’s offerings.
- Unified communications: Vonage integrates multiple communication channels, including SMS, voice, and video, streamlining user experience and management compared to Bird.
Pros
- Low latency and high deliverability rates.
- Easy-to-use tools to investigate reports of message delivery.
- Easily integrates into your existing ATS and CRM tools.
Cons
- Some users have complained of call drops due to technical glitches. (G2)
- Customer service leaves much to be desired; reaching out is difficult. (G2)
- Poor call quality: users report static and inaudible voices (G2, G2)
Ratings and reviews
G2: 4.3/5 (465+ reviews)
Capterra: 4.1/5 (305+ reviews)
Pricing
SMS API
Outbound: $0.07849/SMS
Inbound:$0.00616/SMS
Verify API
€0.050 per successful verification
WhatsApp API
$0.0488/conversation + Vonage platform fee
Suitable for
Vonage API solutions are a strong alternative to Bird for businesses seeking comprehensive communication features, including voice, messaging, and video, all integrated into a single platform for improved customer engagement.
5. Podium
Features
- Sentiment analysis: Podium helps businesses understand customer emotions by analyzing reviews and feedback, enabling agents to respond effectively and improve overall customer satisfaction.
- Conversion rate optimization: Podium empowers businesses to refine their messaging strategies, turning more interactions into sales and enhancing the overall effectiveness of their marketing efforts.
- Text message marketing: Engage customers directly through SMS to promote timely offers and updates that drive sales growth and engagement rates.
- Automated appointment reminders: Reduce no-show rates by ensuring clients receive timely notifications, leading to better scheduling efficiency and higher satisfaction.
Pros
- Centralized platform for managing customer interactions.
- Seamless payment transactions via text messaging.
- Analytics features to enhance communication strategies.
Cons
- Steep learning curve is involved. (G2)
- Lack of adequate customer support. (G2, G2)
- Disorganized customer onboarding experience. (G2)
Ratings and reviews
G2: 4.6/5 (1686+ reviews)
Capterra: 4.3/5 (500+ reviews)
Suitable for
It’s a comprehensive messaging platform and one-stop solution for connecting with customers, managing reviews, collecting payments, and streamlining team communication.
6. Sinch
Features
- Two-way messaging: Use WhatsApp to interact with customers and respond to queries directly.
- Schedule messages: Queue messages and set message validity periods, like expiry dates, for time-sensitive messages.
- SMS fallback: If messages fail to deliver or other communication channels do not work, this feature ensures critical messages always get delivered.
Pros
- Reliable and easy-to-use platform.
- Offer audio calls, video calls, and chat functionality, without complex coding.
Cons
- Poor and inadequate customer support. (G2, G2)
- Some users have encountered problems with Sinch's payment system, stating that they were debited but did not receive the corresponding credits. (G2)
Ratings and reviews
G2: 3.9/5 (29+ reviews)
Capterra: 4.4/5 (40+ reviews)
Pricing
SMS API
Outbound: $0.0078/SMS
Inbound: $0.0078/SMS
Voice
Outbound: $0.01/min
Inbound: $0.004/min
Country: India
Starter: Rs. 2,999
Scale: Rs. 15,999
Large: Rs.29,999
Custom pricing: Ideal for large enterprises
Suitable for
Sinch is a strong Bird alternative for businesses seeking robust SMS and voice solutions that improve customer engagement.
7. Bandwidth
Features
- Direct-to-carrier network: Bandwidth offers a direct-to-carrier network for superior reliability in messaging and calling.
- Call recording: Record calls and voicemails in mono or dual-channel format to maintain accurate records of conversations for compliance.
- Cost-effective pricing: It's one of the best alternatives to Bird given its pay-as-you-go model, resulting in lower costs for high-volume users.
- Flexible integration: Bandwidth's APIs easily integrate with existing systems, helping businesses customize their communication solutions.
Pros
- Easy-to-use platform with a friendly interface.
- Strong customer service and support.
Cons
- The porting process is time-consuming and difficult. (G2, G2)
- The pricing could be more transparent. (G2)
- SMS experience leaves much to be desired. (G2)
Ratings and reviews
G2: 4.5/5 (405+ reviews)
Capterra: 4.6/5 (125+ reviews)
Pricing
SMS API
Outbound: $0.004/SMS
Outbound: $0.015/MMS
Voice API
Outbound: $0.0100/min
Inbound: $0.0055/min
Verify API
$0.0500/auth
$0.1500/call
Suitable for
Businesses seeking a basic, reliable communications solution provider that offers greater control over call routing and SMS features.
Why choose Plivo as a Bird alternative
What sets Plivo apart from Bird is its ability to offer robust compliance support, ensuring that businesses can easily adhere to critical regulations.
Our platform supports:
- 10-digit long code (10DLC) assisted onboarding to all customers irrespective of their size and scale
- Sender ID registration.
- Toll-free verification.
- Distributed ledger technology (DLT) verification in India.
Plivo is ideal for companies with high messaging volume requirements. Strong customer support available through premium plans ensures that businesses receive the assistance. Our 99.99% uptime guarantee ensures that messages get delivered reliably. Plus, Plivo’s extensive documentation and developer-friendly APIs offer self-service options for those who prefer to troubleshoot independently.
Moreover, Plivo prioritizes communication security by focusing on fraud prevention and SMS pumping detection. Avoid unexpected charges and ensure your messages remain secure. Our default message redaction feature automatically removes sensitive information from your communications to help you maintain compliance while keeping your data safe.
With Plivo, you can communicate knowing that your business is well-protected.
Seeking a reliable, compliant, and budget-friendly messaging solution? Contact us to find out.
How Does Automated Ticket Resolution Work?
Automated ticket resolution helps you deliver a positive customer experience while freeing up your human agents to handle core tasks. Here’s how it works.
Manual ticket resolution seems simple, but behind the scenes, it's often a chaotic jumble of incessant tasks piling up and often just waiting to go wrong.
According to data, the average overall resolution rate across industries is approximately 76.2%.
In addition, the Service Quality Measurement (SQM) Group reports that 20% to 30% of tickets require more than one interaction to resolve.
Plus, as your business scales up, critical issues often escalate with traditional ticketing, and customer requests increase day by day. You could find your customer service teams scrambling to categorize, prioritize, and assign hundreds of queries while simultaneously tracking responses and updating ticket statuses.
Here, automated ticket resolution works wonders. It delegates the repetitive yet crucial components of ticket resolution to AI and empowers your human agents to do more.
In this article, we go over how automated ticket resolution functions, its benefits over traditional ticketing resolution, and how to get started with the most suitable tool.
What is automated ticket resolution?
Automated ticket resolution means using AI-driven ticketing systems and workflow software to manage customer requests from when a ticket is created to when it is resolved—with minimal or no human intervention.
Key components
- AI and ML: These ticket resolution systems use AI&ML algorithms to analyze and process tickets.
- NLP: It enables the system to understand the context and intent of customer messages, allowing for more accurate ticket handling.
- Automated workflows: The system can perform various tasks automatically, including:some text
- Creating tickets
- Labeling and sorting
- Routing to appropriate agents and departments
- Escalating and handing over complex issues to human agents when necessary
- Following up with customers
How does automated ticket resolution work?
Did you know that after implementing automated ticketing, medium enterprises saw response times decrease from 1 day to 2 hours and resolution times from 3 days to 1 day?
Let’s take a closer look at the key functions of automated ticket resolution that make it happen:
1.Data collection and integration
Ticket resolution starts with consolidating all your data sources—emails, SMS, social media, web forms, calls, and live chats—on a single dashboard.
To accomplish this, use an omnichannel customer service platform such as Plivo CX. With its unified agent desktop feature, the tool eliminates data silos, brings all incoming customer requests to a single window pane, and allows human agents to have a broader context of customer issues across channels—that too without having to switch between channels.
2.Data preprocessing
AI-powered ticketing programs clean, sort, label, and categorize the data you collated into sections for easier analysis. This step also includes removing duplicates, correcting input errors, and standardizing structure to improve the accuracy of the subsequent processes.
3.NLP
After preprocessing, the system uses its NLP capabilities to analyze, interpret, and understand each customer’s request, intent, and urgency. Moreover, predictive and sentiment analysis is employed to accurately identify context, enhance categorization, and yield problem-solving responses.
4.Fast ticket categorization
Using insights from the ML analysis and NLP, the automated ticketing system sorts each request into predefined categories such as technical issues, billing inquiries, product return and shipping, etc. This allows for quick routing of each request to the appropriate channel.
Categorization also facilitates seamless rerouting when customer service escalation is essential. With Plivo CX, you get to create custom workflows and automations using a simple drag-and-drop interface without having to code.
5.24/7 response
For low-level to medium-level queries that barely require sophisticated expertise, the system routes them to integrated AI-powered chatbots.
To help you provide 24/7 customer service and handle maximum queries during peak seasons, Plivo CX provides OpenAI-powered self-service chatbots. You can train the bot using your company’s custom dataset to ensure accuracy and relevancy. Once deployed, the chatbot can automatically handle routine customer inquiries, freeing up your agents.
Plus, the tool also ensures brand consistency by seamlessly training AI agents to align with your company's unique voice and policies.
6.Agent assistance
For high-level tickets that the AI self-service bots cannot resolve, the automated ticket resolution system redirects or escalates them to a human agent of relevant expertise.
For example, by intuitively prioritizing urgent tickets to the most suitable agents, Plivo CX dramatically reduces response times and enhances customer satisfaction.
7.Learning and improvement
Since AI ticketing systems leverage ML, they relentlessly learn from previous patterns and customer interactions, improving ticket categorization and enhancing the quality of responses over time.
With Plivo CX, you can maintain agility and freshness through effortless updates to your AI agents, allowing you to seamlessly adapt to new product launches, promotions, or policy changes.
Benefits of automated ticket resolution
Here are the key reasons why you must implement an automated ticket resolution system if you are looking to scale or streamline your CX operations:
1.Improves efficiency
An average company receives over 17,630 tickets monthly, with a 76.2% resolution rate. It means that out of every 100 tickets, you can only sort two-thirds of them.
The remaining one-third of queries are mostly unresolved due to complexities, such as missing information, errors by human agents, friction in cross-departmental collaboration, delayed support, or disjointed responses—issues that are common with traditional ticket resolution.
However, when you embrace customer service automation, AI-powered ticketing handles repetitive and time-consuming tasks like triaging requests and labeling to accelerate resolution time. This is important as HubSpot data suggests that 90% of customers seek immediate response, ideally within 10 minutes.
2.Reduces errors
Customer support errors usually stem from inadequate data handling, human errors during analysis, and siloed datasets, which affect cross-departmental access to essential information for request handling.
Inadequate handling includes duplicate datasets, inaccurate or incomplete data, and decayed data across different operational channels.
When cross-departmental data-sharing barriers exist, customer support can become fragmented and inefficient. A common scenario is when a customer representative responds to a ticket already handled by another department.
Due to these disconnected support offerings, Salesforce found that 55% of consumers once felt like they were speaking with different departments instead of a company.
Automated ticket resolution eliminates such errors by delegating repetitive, error-prone tasks to AI. With NLP and ML, these systems identify and remove duplicate or inconsistent data and ensure a cleaner, more accurate dataset.
Plivo CX’s omnichannel platform solves disjointed departmental collaboration by centralizing customer data and streamlining data communication. This prevents double ticketing and helps your agents track every request from start to resolution.
3.Round-the-clock availability
In a CM survey, 60% of respondents expect round-the-clock availability. Three in four GenZ and Millennial consumers also highly appreciate this. But that’s almost impossible with traditional ticket resolution.
On the other hand, automated ticket resolution leverages AI to operate 24/7 and handle customer requests even without human intervention. Businesses can also engage and resolve queries even when employees are out of the office or closed for the day.
4.Cost-effectiveness
The cost to set up a functional customer support team depends on your business size, the number of customer requests you handle daily, and your industry. For instance, a business with over a hundred requests daily would need about five to ten human agents to be fully operational.
According to IBM, customer support costs businesses about $1.3 trillion annually. Moreover, according to Glassdoor, a customer support agent in the US earns an average of $45,000 yearly. Imagine having to build a team of five or maybe ten.
Embracing automated ticket resolution helps solve this budget problem by reducing the need to acquire more human agents.
A single AI-powered ticketing system can handle hundreds of requests simultaneously and still operate at its peak. Besides, Plivo CX’s self-service chatbots reduce customer support expenses by over 30% annually.
5.Scalability and proactive support
The more your business grows, the more customer requests you have to handle. That’s unavoidable. However, AI-powered resolution systems and workflow programs have been built to handle large scaling. Unlike traditional ticket resolution approaches, your software grows with your business, often at no extra expense.
Plivo CX’s customer support platform also offers proactive support, which is essential for automated ticket resolution. It does this by leveraging predictive analysis, NLP, and machine learning to anticipate customer needs based on past interactions or data and trigger appropriate workflows.
Plivo CX: Deliver top-notch customer experience with intuitive automation
Efficient automated ticket resolution relies on powerful workflows. Plivo CX provides a no-code/low-code platform to easily design these workflows, guiding tickets from creation to resolution with NLP analysis, auto-responses, and escalations.
Drag-and-drop workflows, personalized components, and seamless integrations ensure a tailored and optimized customer support journey.
Interestingly, you don’t need to be a technical whiz to set one up, here’s how:
In addition to that, Plivo CX offers several features, such as:
- Unified communication: As noted before, you can manage all customer conversations across channels like email, voice, SMS, WhatsApp, and live chat from a single, agent-friendly platform
- Seamless integrations: Connect Plivo CX with your existing tools, including CRM, ERP, helpdesk, home-grown systems, and more
- AI-powered automation: Deploy smart chatbots to handle routine inquiries, freeing up agents to focus on personalized support
- Data-driven optimization: Track real-time analytics and generate custom reports to gain insights into customer interactions and agent performance
- Communication with media support: Enhance interactions with multimedia support, including images, videos, and documents
- Increased productivity: Streamline workflows with message templates, internal notes, and skills-based routing
- Comprehensive features: Leverage call recording, IVR, multi-language support, and robust security features for a complete solution
How to Use Voice Transcriptions for Customer Analytics
Discover how voice transcriptions can revolutionize customer analytics by converting spoken feedback into actionable insights.
Your business customer service team spends hours on the phone each day. They address customer concerns, answer questions, and provide support. And, while some important details are logged, other valuable insights, emotions, and recurring themes can easily be missed once the call ends.
Voice transcription captures all of these details for more informed decision-making.
When combined with voice intelligence—AI and machine learning techniques— call transcriptions can reveal patterns, track sentiment, and highlight actionable insights.
Let’s explore how voice transcription for customer analytics can help improve your user engagement strategies.
What is voice transcription?
Voice transcription, or audio-to-text conversion, is the process of converting audio from voice or video calls into written text, allowing businesses to store conversations in a searchable, readable format. Transcription can occur in real-time during a call or afterward from recorded audio.
Transcripts allow sales teams to quickly search for specific topics or scan through discussions. This capability streamlines their workflow and reduces the time spent on manual call reviews.
Additionally, these text-based records enhance agent monitoring and boost operational efficiency. Managers can review transcripts to gain clear insights into how employees handle customer interactions.
Types of voice transcriptions
Transcribed voice conversations offer valuable information from customer interactions. Getting these transcriptions can either be done manually or automatically. Here’s how these two types of transcription work and what they offer:
Manual transcriptions
Manual transcription involves listening to audio or video recordings and typing out everything that is heard. This do-it-yourself (DIY) method may appear cost-effective at first. However, it can quickly become time-consuming and labor-intensive, especially for those lacking transcription experience.
Additionally, manual transcription can be error-prone. These mistakes can affect the accuracy of the final transcript and result in misunderstandings in customer interactions.
Automatic transcriptions
Automatic voice transcription uses speech recognition technology to convert spoken words into written text. Unlike manual transcription, this method is much faster, as the software processes the audio in real time or within minutes, depending on the file length.
Plivo’s Voice API improves the transcription process with automatic speech recognition (ASR) via its GetInput XML Element. This feature enables businesses to capture user input through both speech and dual-tone multi-frequency (DTMF) inputs.
When a call participant speaks, Plivo transcribes their words and sends the text to a specific action URL. This transcript is used by your application to trigger an instant response to the customer’s request.
For example, if a caller says, “I’d like to speak to a representative,” Plivo immediately transcribes this statement and sends it to a URL like https://yourapp.com/handle_request. Your application can then respond by transferring the call to an available agent or providing relevant options based on the caller’s request.
Plivo’s ASR can capture partial speech recognition results in real time, making live conversations more dynamic and responsive. Plus, transcriptions are instantly available to your applications, helping you act on customer feedback right away.
{{cta-style-1}}
How businesses use voice transcriptions for analytics
Voice transcription services can analyze high volumes of customer interactions to extract valuable insights. This data is a valuable resource for improving customer satisfaction and internal workflows.
Here are a few ways businesses are using voice transcriptions for customer analytics.
Sales-driven customer insights
Voice transcription captures key details from customer conversations that might otherwise get lost. Sales calls, courtesy follow-ups, and support inquiries offer different insights, helping businesses better understand their customers.
For example, sales calls gives you a direct look into customer needs, questions, and pain points. You can assess their interest levels, identify upsell opportunities, and even spot objections that come up frequently.
Transcriptions from support calls, on the other hand, can reveal product concerns or unmet needs, which could lead to product development opportunities.
With these transcriptions, businesses can identify patterns in customer behavior and sentiment. This analysis allows you to fine-tune your sales and marketing strategies to better meet customer needs.
Customer experience improvement
Call transcripts provide a detailed record of interactions essential for improving the customer experience.
These transcripts make it easy to identify recurring issues, monitor how well agents handle customer concerns, and uncover areas for improvement in your service.
For example, transcripts from support calls can help you identify where common pain points arise. If multiple customers mention similar problems, you can quickly address those concerns, ensuring they don’t escalate into larger issues.
This efficiency is further enhanced with AI-powered transcription software like Plivo, which offers benefits such as:
- Extensive language support: Use speech recognition for 27 major languages and their regional variants.
- Speech adaptation with hints: Improve accuracy with custom words and phrases, ensuring better recognition of proper nouns, homophones, and industry-specific terms.
- Prebuilt models: Choose from a range of ready-to-use IVR configurations, saving time when setting up voice systems.
- Simultaneous input detection: Allow customers to interact using either voice or keypad input, offering more flexibility with prompts like, “Press 1 or say ‘yes’”.
- Profanity filter: Automatically mask inappropriate language in transcriptions to maintain professionalism.
- Advanced end-of-speech detection: Detect when a speaker has finished talking for smoother conversation transitions.
- Interim transcription results: Receive transcription updates in real time, reducing response times and allowing for quicker interactions.
Legal purposes
Voice transcriptions play an important role in ensuring transparency and accountability in business communications. They provide an accurate record of conversations between parties, which can be valuable in legal matters where agreements may be contested or misunderstood.
Call transcriptions can show that businesses are following industry regulations and internal policies. This is particularly important in regulated fields like finance, healthcare, or telecommunications, where businesses must maintain high standards of accountability and transparency.
However, before using voice transcriptions for legal purposes, check the privacy laws in your state or country regarding call recording and transcribing.
Laws around recording conversations and using those recordings vary widely. Some areas require all parties’ consent, while others may allow recording with only one person’s agreement. Additionally, regulations often specify how recorded conversations can be stored, shared, and used, making it essential to understand the legal requirements in each location.
Personalization with sentiment analysis
Voice transcripts from sales and support calls can add a personalized touch to customer interactions.
Techniques like sentiment analysis offer insights into customer preferences and emotions, giving businesses a deeper understanding of what resonates with their audience. With this knowledge, companies can tailor their responses, enhancing the overall experience and fostering stronger connections with customers.
For instance, in a travel planning service, you might discover that words like "adventure" and "explore" spark excitement in customers, evoking thoughts of fun and spontaneity. On the other hand, terms like "schedule" or "itinerary" might create stress, as they can imply rigid planning rather than a relaxed, enjoyable experience. Missing these subtle customer reactions can limit the impact of your marketing and sales messages. Voice transcription captures these emotional nuances, allowing you to adjust your language to better resonate with your audience.
Call intent discovery
Call intent discovery helps businesses understand why customers are calling—to seek support, ask for information, or provide feedback,
Voice transcriptions assist in intent discovery through tools that use natural language processing (NLP). This technology automatically scans transcribed conversations for specific keywords, phrases, and patterns that indicate the customer’s intent.
For example, phrases like “I need help with…” signal a support-related call, while “Can you tell me more about…” might indicate an interest in product information.
Understanding call intent allows businesses to
- Improve call routing: Once the call intent has been identified through transcription, businesses can automatically direct customers to the appropriate team or resource. For instance, a customer with a billing issue can be quickly routed to the billing department without having to go through multiple transfers.
- Enhance support: Businesses can identify and proactively address recurring issues, leading to faster resolutions and fewer customer complaints.
- Make data-driven decisions: Identifying trends in call intents allows enterprises to make better business decisions. This approach ensures that customer feedback directly influences product improvements, ultimately enhancing customer satisfaction.
Enhanced agent performance
Voice transcription lets managers closely review conversations, analyzing how agents handle tasks like problem-solving and dealing with unhappy customers.
Reviewing the transcript enables managers to provide precise, data-driven feedback on employees’ strengths and areas for improvement, moving beyond subjective impressions. This approach helps managers focus on measurable insights, fostering more targeted coaching and professional growth.
For example, a manager might focus on:
- Language: Was the agent professional?
- Problem-solving: How well did they resolve the issue?
- Product knowledge: Did they show strong knowledge of the company’s products?
Transcriptions also highlight knowledge gaps. If several agents struggle with the same issues, it may indicate the need for extra training. Incorrect terminology or failure to follow protocols can also be spotted and corrected.
Managers can then design personalized training, ensuring agents are prepared to confidently handle different customer inquiries.
Better accessibility
Voice transcriptions make information more accessible to individuals with hearing impairments. This written record ensures that everyone, regardless of hearing ability, has access to essential information shared in audio formats.
For businesses, transcriptions demonstrate a commitment to inclusivity and accessibility, allowing for more equitable communication.
When a person with a hearing impairment calls a contact center, the audio of the conversation is captured and processed in real time. Speech recognition technology converts the spoken words into text, which is then displayed on the caller’s screen. This allows the individual to read along as the customer service representative speaks, facilitating a clear and engaging dialogue.
Unlock customer insights with Plivo’s voice transcription features
Plivo’s Voice API and audio streaming features make it easy to connect with AI-driven transcription and sentiment analysis tools. This flexibility lets businesses customize their solutions, facilitating improved customer interactions with efficient automation.
With Plivo, you can automate call quality checks to get helpful insights. These insights boost agent performance and customer satisfaction, making it easier to spot and fix issues quickly.
The Voice API also supports ASR using the Record API or Record XML element.
Plivo provides accurate transcriptions at affordable rates, especially for English-language audio. Whether you need it for quality control, compliance, or personalized service, Plivo’s technology can handle your voice-to-text conversation needs smoothly.
Contact us to learn more about how Plivo can optimize your voice transcription processes and help you deliver a better customer experience.
What’s an Average SMS Marketing Conversion Rate and How to Maximize It
Are your SMS marketing campaigns not bringing in the expected results? Discover seven ways to maximize SMS marketing conversion rate.
If you are running an SMS marketing campaign, the stakes are always high, and it has to bring you the maximum ROI.
To make sure you leave no quarter to things going wrong, you must monitor the SMS marketing conversion rate to ensure your efforts bring the expected results.
In this post, we will check how to calculate SMS marketing conversion rate and also improve it for the best results.
What is the SMS marketing conversion rate, and what are the factors influencing it?
SMS marketing conversion rate is a metric that tracks if consumers took the expected action upon receiving the SMS. It could be making a purchase or signing up for newsletters or more.
Factors that influence SMS marketing conversion rate include the following:
- Relevance of messages
- Effective targeting to reach the audience most likely to convert
- Appropriate timing of the message
- Clear call to action in the message
What is an average SMS marketing conversion rate?
In 2023, eCommerce brands worldwide observed a 7.6% click rate and a 0.13% conversion rate on average. This positive change resulted in a 9.4% growth in orders.
Therefore, eCommerce brands increased their SMS marketing budgets and sent 57.9% more SMS campaigns compared to 2022.
How to calculate SMS marketing conversion rate
Theoretically speaking, you can calculate the SMS marketing conversion rate (CVR) by calculating the number of conversions and dividing it by the number of messages delivered. That makes the SMS marketing CVR formula to be:
SMS Marketing CVR = (Number of conversions/Number of messages delivered)*100
But it’s tough to keep track of this number manually. A better solution is to integrate your marketing platform with CRM or the eCommerce platform to automatically calculate the numbers.
For instance, the all-in-one customer engagement platform Plivo CX easily integrates with your Shopify store and tracks the open rate, click rate, conversion rate, and revenue generated by the campaign.
7 ways to maximize SMS marketing conversion rate
Now that we have the basics cleared, here are seven practical tips to increase SMS marketing conversion rate:
1. Segment audience
One of the simplest ways to improve SMS marketing conversions is to segment your consumers based on demographics, interests, and more.
Segmentation gives you more insights into your consumers and helps you tailor the message accordingly. After segmentation, you can send personalized messages to specific consumers. It improves the chances of engagement and conversion.
Tip: Use an SMS marketing automation platform like Plivo CX for a trouble-free segmentation process. It automatically divides users into segments based on key attributes, such as demographics, browsing activity, online behavior, etc.
Plus, you can send more relevant messages targeting different user segments with Plivo CX.
2. Optimize messages
After segmenting the consumers for better targeting, the next step to increase conversions would be optimizing messages. It can be done by:
- Keep the message concise
- Use simple and direct language
- Make the message engaging by using graphics
- Add a clear and compelling call to action
Tip: Use generative AI to your advantage to create multiple versions of a campaign and shortlist the best one.
Plivo CX comes with an inbuilt Copywriter AI that instantly crafts campaign messages for you. You just need to fill out the form with your campaign objectives, goal, parameters, timing, urgency, expected tone, and voila!
3. Optimize timing and frequency
Apart from optimizing messages, identifying the optimal timing is also important. Send messages to your consumers when they are most likely to be active. Also, identify the right timing by analyzing past campaigns, open rates, and consumer data.
However, choosing the right frequency of messages is also important. Too many messages are spam, and too few are not effective enough. Hit the right balance for the best results.
Tip: Identifying patterns in data manually is tedious. Here is where AI can come to your aid again. Plivo AI assistant also suggests the right time to send messages by analyzing past data.
4. Test campaigns
Once you have optimized messages and frequency, it’s time for testing. Run different variations of optimized messages and gather metrics.
With these results, you can check what’s working and what’s not. Once you have the data, promote the campaigns that are giving expected returns.
Tip: Plivo CX automatically tracks the important metrics: delivered rate, open rate, click rate, conversion rate, and revenue. This data allows you to allocate budgets to campaigns with higher SMS marketing conversion rates.
5. Create customer journeys
SMS supports every stage of the consumer life cycle and not just conversion. It helps in the initial acquisition phase, onboarding, engagement, support, and building long-term brand advocates.
But how do you plan for the entire consumer lifecycle? A marketing platform that designs consumer journeys will automate the entire process.
Tip: Plivo CX allows you to design the entire consumer journey. You can set up trigger events and deliver the right message at the right time based on the consumer's activity.
For instance, you can set up a trigger event to send a welcome message right when they sign up or send an abandoned cart message if they leave the cart without making a purchase.
6. Run different types of campaigns
Create different types of campaigns to keep the customers engaged and support the entire customer journey. Some common campaigns are:
- Cart abandonment: These campaigns help to convert back the customers who are having second thoughts. It could contain a special discount, a free shipping offer, or an inventory alert.
- Flash deals: These campaigns provide enticing offers for a limited period, creating fear of missing out (FOMO) in consumers.
- Exclusive deals: These campaigns are exclusive to SMS subscribers, providing a special discount code or early access to a new collection.
- Seasonal and holiday discounts: Consumers have a holiday shopping budget, and these campaigns directly tap into that budget.
- Win-back deals: Lastly, offering deals to consumers who haven't shopped with you in a while could be great to win them back.
A marketing automation platform can help you design all these campaigns based on consumer behavior and actions.
Tip: As suggested previously, Plivo CX works end-to-end for Shopify consumers. You can run different campaigns based on their action and purchase history.
7. Integrate with other channels
Lastly, integrate SMS with other marketing channels to provide the most consistent brand experience to your consumers. By integrating platforms, you can deliver the message on the channel where it works best.
For instance, if you find flash deals working best on SMS, plan those campaigns on SMS.
Another example is if you find cart abandonment to be working best on email. Deliver those over email. You have all platforms integrated into one, creating a huge data powerhouse for better personalization for all campaigns.
Tip: Plivo CX serves as an omnichannel platform that combines all common marketing channels: SMS, MMS, WhatsApp, and email (coming soon). It establishes an integrated system for all your marketing efforts and consumer data.
This integration lays the groundwork for improved personalization, making all campaigns more compatible with the platform.
Run effective SMS marketing campaigns with Plivo CX
To sum it up, Plivo CX can be a great asset to your SMS marketing efforts, as it supports the entire customer journey by:
- Gathering customer data
- Segmenting based on key attributes
- Designing campaigns with AI support
- Delivering campaigns with an inbuilt carrier network
- And gathering metrics
Plivo CX also works end-to-end for Shopify consumers with all the necessary features required to boost conversion.
The best part is, Plivo CX leverages Plivo’s proprietary premium carrier network that lets you send personalized messages to 220+ countries and territories at an affordable rate.
You can send a text message in the US for as little as $0.0065 from Plivo compared to the $0.0150 /SMS cost of competitors. As a result, you can slash SMS costs by 70% and triple your marketing ROI.
Frequently Asked Questions (FAQs)
1. What is the conversion rate for SMS marketing?
In 2023, eCommerce brands worldwide observed an average 7.6% click rate and a 0.13% conversion rate.
2. What is the success rate of SMS marketing?
In 2023, eCommerce brands worldwide observed an average 7.6% click rate and a 0.13% success rate.
3. How to calculate SMS conversion rate?
You can calculate SMS marketing CVR by taking the number of conversions and dividing it by the number of messages delivered.
SMS marketing CVR formula= (Number of conversions/Number of messages delivered)*100
4. How do you calculate ROI for SMS marketing?
SMS ROI is calculated by dividing the profit of the campaign against the total investment made in it. A simple SMS marketing ROI formula for a marketing campaign is:
ROI = ((Total revenue- Campaign cost)/Campaign cost)*100.
5. What is the CTR of SMS marketing?
In 2023, eCommerce brands worldwide observed an average 7.6% clickthrough rate (CTR) and a 0.13% conversion rate.
6. Is SMS marketing expensive?
No, SMS marketing is not expensive if you choose the right marketing platform. By using Plivo CX, you can send a text message in the US for as little as $0.0065 compared to the $0.0150 /SMS cost of competitors.
7. How can I increase my CTR in SMS?
Seven ways to increase click rate are:
1. Segment audience
2. Optimize messages
3. Optimize timing and frequency
4. Test campaigns
5. Create customer journeys
6. Run exclusive deals
7. Integrate with other channels
8. What is a good SMS click rate?
In 2023, eCommerce brands worldwide observed an average 7.6% click rate and a 0.13% conversion rate.
9. What is the cost of SMS?
The cost of SMS depends on the provider. With Plivo CX, you can send a text message in the US for as little as $0.0065 compared to the $0.0150 /SMS cost of competitors.
WhatsApp vs. WhatsApp Business: Key Differences Explained
Learn about WhatsApp Business vs. WhatsApp and how each platform caters to personal and business communication needs.
WhatsApp is the most used mobile messenger app globally, with over two billion active monthly users worldwide. More than 596 million messages are sent each day on WhatsApp. And, while WhatsApp is primarily popular as a peer-to-peer messaging app, a growing proportion of those millions of messages originate from businesses.
The WhatsApp Business app configures this powerful messaging channel so businesses can easily engage with customers. The WhatsApp Business platform offers tools like automated messaging, analytics, and advanced customer segmentation to manage communications at scale. While many of these tools aim to serve larger enterprises, entrepreneurs and small business owners can also make use of the WhatsApp Business platform.
In this guide, we’ll help you understand the difference between the consumer-focused WhatsApp experience and the platform’s WhatsApp Business version. By the end of this post, you should be able to make a more informed decision about which version of WhatsApp best meets your business needs.
WhatsApp vs. WhatsApp Business
WhatsApp offers various iterations, from WhatsApp for Individuals to the WhatsApp Business app to the WhatsApp Business Platform. Let’s do a quick rundown of the differences between these tools.
How to choose the right WhatsApp solution for your business
Most businesses need more than what an individual WhatsApp account can offer. That means selecting between the WhatsApp Business app and the WhatsApp Business Platform. Consider three primary factors when weighing your options:
- Your business size
- Your communication needs
- Your customer engagement goals
If you’re a small business managing a handful of interactions daily, the WhatsApp Business app’s essential features, like quick replies and product catalogs, may be enough.
However, if your business is scaling and you’re receiving hundreds of inquiries, the WhatsApp Business Platform’s advanced tools such as chatbots, message templates, and analytics. This version makes managing communications more efficient and improving response times easier.
Evaluate your team's capacity as well. Invest in the WhatsApp Business Platform only if you have a dedicated customer support team to streamline operations and enhance productivity. For businesses focusing on personalized interactions, the WhatsApp Business app’s simple interface is more beneficial.
Note: If you decide to use the WhatsApp Business Platform, consider partnering with a WhatsApp Business Solution Provider to integrate your existing systems seamlessly.
WhatsApp Business App toolkit
To further bifurcate between the WhatsApp Business app and the WhatsApp Business Platform, let’s look deeper at the features offered in the WhatsApp Business app toolkit.
Messaging automation
WhatsApp Business app helps you automate messages to save you ample time and ensure timely responses to user queries.
These are the features offered:
- WhatsApp away message: Away messages inform customers when you're unavailable, ensuring they know their message is valued and will be addressed when you return. You can create a message template to inform them when you'll get back with a response.
- WhatsApp greeting message: Greeting messages automatically welcome customers when they first message you, setting a friendly tone and inviting inquiries. Customize these to reflect your brand's voice. Here are a few examples of Whatsapp greetings to consider.
- WhatsApp quick replies: Quick replies offer pre-saved responses to answer frequent questions or common inquiries instantly. Set these up to save time and maintain consistent communication.
Together, these features let businesses maintain open communication, improve response times, and enhance customer satisfaction.
Source
Source
Labels
Once you start engaging in regular conversations with customers, it’s easy to lose track of where each customer stands.
For instance, one customer may be close to purchasing while another might be still learning about your brand. Labels help you organize chats and categorize customers based on their stage in the sales funnel.
By default, the WhatsApp Business app offers five labels:
- Order complete
- Payment pending
- New order
- New customer
- Paid
The Senior SEO Manager, Felix Milshtein at VCITA shares their experience with this feature: “We use labels to segment clients into categories like 'New Leads,' 'In Progress,' or 'VIP Clients.' This makes follow-ups and prioritizing conversations much easier, especially when managing numerous inquiries.”
WhatsApp Business allows you to add up to 20 labels and assign a color to each, enhancing your ability to quickly identify and manage different customer categories.
Product catalogs
An updated product catalog on WhatsApp acts as a digital storefront for your business. Customers can easily discover everything your company offers and share individual products or services directly in the chat through shareable links.
It lets you add the following details for each product:
- Product title
- Photos
- Description
- Price
- Product code
You can upload a maximum of 500 products to your catalog. However, it’s vital to ensure that the image of the service/product meets the WhatsApp Business Messaging policy.
Message statistics
WhatsApp Business statistics give you an insight into how successful your communication is with your customers.
It gives you insights into:
- Messages sent
- Messages delivered
- Messages read
- Messages received
Use these statistics to benchmark your communication performance against the set standard or to set tangible goals for improvement. Run A/B tests on different messaging styles, times, or content by experimenting with different approaches to see how your consumers respond. Check if either of the communication strategies brings a change in these statistics.
Short links
The short link feature stands out in WhatsApp Business vs. WhatsApp. It’s a powerful tool that simplifies customer connections. The URL can be distributed across various platforms or transformed into a QR code so that it’s accessible wherever your audience is.
You can even add it to your email signature and social media profiles to easily connect with your customers.
These links help you drive traffic to a specific service or promotion.
For instance, Aman Chopra, a Marketing Manager at Stallion Express shares, “I’ve used them in email campaigns, on our website, and even on social media to give users an easy way to directly start a conversation with us without having to go through multiple steps. It's also great for tracking engagement because you can tailor each link to a specific audience or campaign.”
Sharing a direct link to WhatsApp guides clients straight to your inbox, eliminating the usual back-and-forth associated with contact forms.
While the WhatsApp Business app features suffice for small business owners, larger enterprises can benefit from the expanded tools in the WhatsApp Business Platform.
WhatsApp Business app vs. WhatsApp Business Platform: Understanding use cases
The key features of the WhatsApp Business Platform also include rich media support, message analytics, automated replies, interactive elements, end-to-end encryption, business profiles, and message templates. Plus, expanded tools are configured to help large enterprises manage a higher volume of traffic.
Both WhatsApp Business solutions provide various benefits across several use cases. Transactional messages keep customers informed of important updates. Booking appointments becomes seamless while engaging surveys gather valuable insights.
Businesses can easily collect customer feedback to enhance their services. Order status updates foster transparency, and sending OTPs ensures secure transactions. Finally, promotional messages help drive engagement and sales with tailored offers.
Here are two real-life examples to illustrate the differences between the WhatsApp Business app and the WhatsApp Business Platform.
1. PolicyBazaar achieves a 5X increase in insurance premium collections
Company goal:
To shift from impersonal communication to a customer-friendly approach and improve engagement, increase sales, and streamline the claims process.
Problem statement:
PolicyBazaar, an India-based insurance marketplace, faced challenges with conventional CRM channels like email and SMS. Although effective, these methods lacked the personal touch needed to engage potential customers meaningfully. With millions of customers relying on the company’s services, the team recognized the need for real-time, custom conversations to improve customer interactions.
The solution:
PolicyBazaar revolutionized its communication strategy with the WhatsApp Business Platform integration. They launched personalized campaigns, allowing customers to receive targeted product recommendations directly in WhatsApp, resulting in a 5X increase in insurance premiums collected. The platform also simplified claims through automated notifications and allowed customers to upload documents easily.
With over 30 million messages delivered monthly and a reported 5X increase in sales, WhatsApp became a vital channel for PolicyBazaar.
“WhatsApp has helped us make CRM customer-friendly,” says Nishant Malsisaria, Head of Growth.
2. Buddy4Study witnesses a 25% improvement in student interactions with the WhatsApp Business app
Company goal:
To bridge the gap between deserving students and available scholarships by leveraging technology to increase accessibility, awareness, and efficiency in the scholarship application process.
Problem statement:
Many students face financial barriers that prevent them from pursuing higher education, and a significant amount of scholarship funds remain unused due to a lack of awareness and transparency in the application process.
The solution:
To enhance communication with their primarily young audience (ages 14-35), Buddy4Study adopted the WhatsApp Business app, facilitating seamless onboarding and engagement. This strategic move resulted in a 25% improvement in student interaction and a 20% increase in student acquisition.
By collaborating with corporations, NGOs, and educational institutions, Buddy4Study continues to optimize scholarship programs and ensure that no student has to abandon their dreams due to financial constraints.
Scale your marketing efforts with Plivo’s WhatsApp Business API solution
Keeping your customers engaged as your business scales gets challenging.
While adding WhatsApp marketing to your sales strategy is a powerful way to engage customers, to maximize its benefits, you'll need to follow messaging guidelines and use approved templates to ensure your messages are well-received and effective.
This is where Plivo comes in. As a Meta-registered Business Service Provider (BSP), Plivo simplifies the integration of the WhatsApp Business Platform into your existing system. Its comprehensive APIs and user-friendly documentation let you connect and automate your messaging workflows without extensive technical overhead.
Its no-code, WhatsApp AI chatbot automates your customer service. Set up the chatbot to handle customer inquiries about order status, returns, and product details without needing human agents. While its marketing automation feature helps you create and manage personalized WhatsApp campaigns based on your customers’ purchasing history and preferences.
Plivo enhances messaging efficiency with features such as WhatsApp template statuses and clear reasons for message blocks. These tools simplify communication and help tackle compliance challenges.
Adhering to Meta’s guidelines and regulations promotes a smoother communication experience for both businesses and customers. This approach not only streamlines interactions but also builds trust in messaging services.
With our WhatsApp Business API Guide, getting started with the WhatsApp Business Platform is a breeze. From creating your WhatsApp Business Account (WABA) to simplifying the complexities of billing with Meta, you can easily navigate the setup process from the get-go.
Plivo charges a flat fee of Rs.0.066 (about $0.00080) per conversation on top of Meta’s fees, with volume discounts available to reduce costs based on usage. Moreover, we combine all charges into a single invoice so that you don’t have to manage multiple bills.
Think Plivo might be the right fit? Contact us to discover why thousands of businesses trust us to meet their communication needs.
How to Get a Virtual Number for WhatsApp: The Top 5 Providers in 2024
Looking to get a VoIP number for WhatsApp? Discover the top 5 providers and learn how to easily set up a virtual number for seamless messaging and privacy
Is your local phone number preventing your business from connecting globally?
Traditional phone lines can limit communication to specific regions and require complex setups, making expansion challenging. WhatsApp’s Voice over Internet Protocol (VoIP) feature solves this by allowing internet-based calls, avoiding high international fees.
With a virtual WhatsApp number, businesses gain even more flexibility to manage multiple accounts, maintain privacy, and seamlessly connect with customers across regions.
In this guide, we’ll show you how to get a VoIP number for WhatsApp and compare the top five providers in 2024 so you can choose the best option for your business needs.
What is a VoIP number for WhatsApp?
A VoIP (Voice over Internet Protocol) number for WhatsApp allows users to make voice and video calls using an internet connection instead of a traditional phone network or physical SIM card. This number can be linked to your computer, mobile phone, or landline and is not tied to a single location or telephone line.
Many companies use their WhatsApp VoIP to create a dedicated support line. Multiple team members can access this virtual number from their devices, ensuring clients are assisted promptly regardless of location or time zone. Plus, companies can maintain a professional image and keep personal numbers private.
Note: Businesses need permission from users before making calls on WhatsApp. Call permission requests must also be made within an open conversation, such as for marketing or service-related purposes. This ensures customer privacy and aligns with WhatsApp's guidelines.
Why use a VoIP number for WhatsApp
Virtual phone numbers are becoming an increasingly common and useful tool for businesses. Here are some of the biggest benefits of using these phone numbers.
Synchronization across multiple devices
A single virtual phone number can be used across multiple devices in different locations, making it easy to stay connected using smartphones, tablets, laptops, and more. This technology breaks down geographical barriers, allowing seamless communication no matter how far apart you are.
With the rise of remote work, businesses are looking for reliable ways to stay in touch. Virtual phone numbers help ensure that calls aren’t missed, even if an agent is working outside the office and receives a call from a customer.
24/7 connectivity
As long as you have an internet connection, you can use your virtual number from anywhere. Answer calls and messages no matter where you are, ensuring customers can always reach you.
Separate business and personal communications
With a virtual WhatsApp number, you can keep your personal number private and still use WhatsApp for your business.
Competitive pricing
Power Your WhatsApp Business with Virtual Numbers
Instantly provision local, mobile, or toll-free virtual numbers in over 65 countries.
Adopting a virtual phone number removes the need for expensive hardware to manage multiple lines. All you need is an active service plan and an internet-enabled device. Once you have a VoIP number for WhatsApp, domestic calls are often free, and international calls are inexpensive.
How to get a VoIP number for WhatsApp with Plivo
Communication platform as a service (CPaaS) solutions like Plivo offer virtual numbers as part of their services. You can get a virtual number by following these steps.
Step 1: Sign up for an account with Plivo
Plivo offers a free trial to test its features. New to Plivo? Start your free trial. Already a user? Log in here to access your console.
WhatsApp
Messaging with Plivo
Engage customers instantly with rich, secure WhatsApp conversations. Automate support, scale outreach, and track performance—all in one platform.
Step 2: Select your number
Click Buy Numbers. Choose the type of number you want (local, mobile, or toll-free) and where you want it to be located.
For example, if you're in the US and want a number with an eastern Massachusetts area code, enter ‘508’ and click Search.
Plivo will give you a list of virtual numbers from which to choose. You can view whether the number supports calls, texts, and MMS, as well as its monthly cost.
Once you've chosen your number, click Buy Number, and you're good to go.
Step 3: Configure your settings
Plivo offers many ways to customize your virtual number. For example, you can set up call forwarding, transfers, voicemail, and more. Configure your settings to meet your business needs by following the prompts and click Update number.
How to verify a virtual number for WhatsApp Business
Once you have your virtual number, verify it on WhatsApp by following these steps.
Step 1: Enter your full phone number
Type in your complete phone number, including the country code.
Step 2: Choose your country
Pick your country from the list. Don't worry about adding the country code—it'll appear automatically.
Step 3: Request a code
Tap Next, and WhatsApp will send a verification code to your phone. You might receive it as a text message or a phone call.
Step 4: Enter the code
Type in the six-digit code you receive.
Step 5: Add your email (optional)
To make it easier to access your account in the future, add your email address in your WhatsApp settings. Go to Settings > Account > Email Address.
Top 5 WhatsApp Virtual Number Providers in 2024
The setup process for your WhatsApp virtual number is relatively straightforward, but once you have one activated, you need the right tools to manage it. With numerous cloud phone number providers available, selecting the right one for your needs can be confusing. Each provider offers different features and pricing.
To make your choice easier, we’ve gathered the top five virtual phone providers for WhatsApp based on customer reviews, pricing, support, and features.
Here are the five best virtual phone number providers for WhatsApp.
1. Plivo
Plivo is a cloud communications platform that makes getting and managing local, mobile, and toll-free numbers easy. On top of that, the platform also provides detailed analytics to help you make data-driven decisions.
Pros:
- Choose from local, toll-free, and 10DLC numbers.
- Forward calls to the right person based on availability, business hours, or time zone.
- Integrate with the WhatsApp Business API for added efficiency.
- Connect with your team and customers securely using conference calling.
- Use voicemail to make sure you get every message, even when you can't answer.
- Set up autoresponders to automatically answer customers, even when you're away.
- Build powerful IVR menus to direct calls to the right place.
- Send and receive SMS messages for things like surveys or reminders.
- Use Plivo's omnichannel contact center to manage all your customer interactions in one place.
- Keep your current number with number porting services.
- Automate customer service with Plivo’s no-code WhatsApp AI chatbot, powered by ChatGPT.
- Run tailored campaigns with Plivo’s WhatsApp marketing automation platform for personalized customer engagement.
Cons:
- Reporting features could be more comprehensive. (G2)
- Some users find the documentation lacking in certain areas. (G2)
Pricing:
Plivo offers pay-as-you-go plans with extra features included. You can also get volume discounts as you scale.
*All short codes have a $1,500 one-time fee charged at the time of purchase.
Ratings and reviews:
{{cta-style-1}}
2. RingCentral
RingCentral offers virtual numbers as part of its comprehensive communication platform. It's a complete, easy-to-use solution for calls, video meetings, messaging, and even faxing, all in one place.
Pros:
- Collaborate easily with team messaging, file sharing, and video calls.
- Route calls to the right agent reliably.
- Get voicemail transcripts to track conversations and coach your team.
- Use call whispering and barging to help agents troubleshoot in real-time.
Cons:
- Some users have noticed a minor delay on incoming calls. (G2)
- The initial setup does not include text messaging. (G2)
- It can’t be used on a laptop and mobile phone simultaneously. (G2)
Pricing:
Reviews:
3. MightyCall
MightyCall offers a cloud-based professional call center system. It is simple to use, with no extra hardware required. You can buy virtual numbers, make and receive calls and messages, and even personalize your business number.
Pros:
- Add as many team members as you need with unlimited extensions at no extra cost.
- Automatically greet callers and direct them to the right person with an auto-attendant.
- Keep your existing number with free number porting.
- Get your voicemails delivered straight to your email as text.
Cons:
- Some users experience dropped calls when answering through the app. (G2)
- Voicemail-to-text often misinterprets messages, making it too inaccurate to be useful. (G2)
Pricing:
Reviews:
4. Grasshopper
Grasshopper is a great option for entrepreneurs and small businesses who need a professional virtual phone system. It offers local and toll-free numbers, call forwarding, voicemail transcription, and even an auto-attendant to greet your callers.
Pros:
- Get a virtual receptionist to answer calls and greet your customers professionally.
- Set up multiple extensions to route calls to different departments or team members.
- Easily go through received voicemails with voicemail transcription.
- Never miss a call with call forwarding.
Cons:
- Accounts are vulnerable to unauthorized access. (G2)
- Users have reported frequent glitches and errors. (G2)
- Navigating settings and finding support is challenging. (G2)
Pricing:
Reviews:
5. CloudTalk
CloudTalk is a modern phone system for startups and small businesses. It works with popular tools like Shopify and Pipedrive, and is a great option for WhatsApp virtual numbers. The platform makes outbound international calls easy by showing a local number to your customers.
Pros:
- Keep your current numbers by porting them to CloudTalk.
- Set up personalized messages or redirect calls when you're unavailable.
- Automatically send calls to the right agent with skill-based routing.
- Easily track missed calls and see which ones need follow-up.
Cons:
- Call routing can sometimes cause delays if no agents are available. (G2)
- The phone app doesn't always display up-to-date call history. (G2)
Pricing:
Reviews:
Key factors to consider when choosing a WhatsApp virtual number provider
Business operations across borders come with challenges, and communication is a big one. Clear communication with international customers and teams is important, and international virtual phone numbers can bridge the distance to connect your business globally.
But before you choose a WhatsApp virtual number provider, consider the following factors.
Coverage and regional availability
Getting local numbers in key regions makes reaching your business easier for customers worldwide.
Choosing a virtual number provider with a wide range of international numbers helps your business connect with a larger audience.
Platforms like Plivo make this easy. You can instantly buy local, mobile, and toll-free numbers in more than 65 countries using Plivo's API and console.
Budget and pricing structure
Look at the cost per minute, monthly fees, and any extra charges like setup or cancellation fees. Choose a provider with clear pricing plans to fit your needs and budget.
Industry reputation and customer support
To find a virtual number provider that truly delivers, do your research. Go through customer reviews and industry reports to see how they measure up.
Ask other businesses for recommendations and look for providers with a strong track record of success. It’s also important to ensure they have a customer support team that's easy to reach.
Voice quality and uptime guarantee
When you're choosing a virtual number provider, call quality is important.
The provider's uptime guarantee is essential, ensuring your service remains available without interruptions. A strong uptime commitment means your business can reduce the risk of dropped calls or service outages.
Plivo takes call quality seriously. We have strategically placed points of presence (PoPs) in key regions like California, Virginia, Mumbai, Singapore, Frankfurt, Sydney, and São Paulo. These points minimize latency and ensure high call quality.
Furthermore, Plivo's smart routing engine uses real-time data to optimize call routing based on factors like latency, jitter, and mean opinion score (MOS). This feature ensures your calls always take the best possible route for ideal performance.
Plivo also guarantees infrastructure security and 99.99% uptime, ensuring reliable and uninterrupted communication.
One of Plivo’s customers, Patrick Ryan, vice president of innovation at LAZ, shared:
“Reliability is really important because this is our revenue — this isn’t marketing. One of the things that got us comfortable with Plivo was the fact that you have a status page on your site that shows us the history of any glitches or downtime. It’s transparent, so I could see there was not one red dot in the last 30 days.”
Compliance and data protection measures
When choosing a virtual number provider, it's important to make sure they follow privacy regulations, especially if you're handling sensitive information during calls. The provider must offer encrypted calls and securely store call records to protect your privacy and keep your business on the right side of the law.
Plivo's security measures go above and beyond to protect your data and privacy. We use a multi-layered approach that includes:
- Physical security: Our data centers are protected with state-of-the-art security measures.
- Network security: All data is encrypted using transport layer security (TLS) and HTTPS.
- Application security: Secure access to Plivo's APIs is guaranteed through encryption and authentication.
- Data security and privacy: Your data is protected with backup encryption and strict access controls.
- Payment security: Industry-leading vendors are used to process all transactions and keep your payment information safe.
Number porting
Number porting lets you switch virtual number providers without losing your existing WhatsApp number. This is helpful if you've built a customer base or have important contacts linked to your number, as you can avoid updating everyone with a new one.
It also allows you to switch to a provider with better features or pricing without losing the number your clients already know.
Optimize your business communication with Plivo’s VoIP number for WhatsApp
Any business can benefit from using a virtual phone number for WhatsApp. Virtual numbers offer more flexibility and control, helping you manage communication and build your brand.
That's why thousands of businesses worldwide rely on Plivo, a cloud communications platform that simplifies personalized business communications.
Plivo offers a wide range of features, including virtual numbers, to meet your needs. With Plivo, you can set up your virtual number in minutes and access features like local, toll-free, and 10DLC numbers, automatic call recording, API verification, number lookup, and more.
Book a demo today to see how Plivo can transform your business communications.
.webp)
How to Optimize Your Self-Service IVR System
Improve your customer experience with an effective self-service IVR. Learn practical tips to make your IVR system better and increase customer satisfaction.
Today’s consumers value speed, convenience, and control—especially when it comes to customer service. Nearly 80% of customers prefer to solve their issues without needing to get in touch with a live agent. As a result, businesses are increasingly turning to interactive voice response (IVR) systems.
A well-optimized interactive voice response system allows customers to resolve issues quickly without speaking to an agent. On the other hand, a poorly designed IVR can frustrate users, damaging your brand’s reputation.
In this guide, we’ll show you how to optimize your IVR self-service system and make it easy for your customers to get what they need.
What is IVR self-service, and how does it work?
An interactive voice response system is an automated phone system that uses speech recognition and artificial intelligence (AI) to understand a caller’s request and direct them to the right place.
IVR self-service uses a pre-recorded menu to guide callers through their options. Some IVRs use natural language processing (NLP) to understand what callers say verbally. Here's an example of what callers might hear when they make an IVR call:
"Welcome to Happy Pets Veterinary Clinic! For appointments, say 'appointments' or press 1. For prescription refills, say 'refills' or press 2. For general inquiries, say 'general' or press 3. To speak to an agent, say 'agent' or press 0."
If a customer says the prompt, the IVR system uses NLP to understand what they need. It might use a rules-based approach, where it recognizes specific words/phrases it's been programmed to understand. Or, it might use a more advanced machine learning algorithm that can analyze the sentiment of the caller’s voice, keywords they use, and even their intent.
If the caller uses the keypad, the IVR employs dual-tone multifrequency (DTMF) to recognize the numbers pressed.
Once the IVR self-service system understands the caller’s response, it sends them to the right place. This path is customizable and can be as simple or complex as needed. For instance, a pre-recorded message could answer the caller’s question, or the IVR may connect the caller to a live human agent for help.
An IVR self-service system can::
- Solve problems quickly without needing to wait for an agent.
- Connect callers to the right agent swiftly.
- Schedule a callback if no one is available to talk right away.
- Use call forwarding to send calls to multiple numbers so agents don't miss calls.
- Easily transfer calls to another agent, a group of agents, a voicemail box, or another menu.
- Gather or update customer information, like a change of address.
- Offer other support options, like directing callers to your website or sending them a helpful text message.
This system leads to quicker solutions, faster support, and happier customers. Plus, it frees up your team to focus on trickier issues.
However, to get the most out of your IVR self-service system, keep in mind a few important details.
Best practices for optimizing IVR for self-service
You can turn your IVR self-service system from a basic answering service into a more advanced, customer-focused solution with the right strategies and tools. Here are a few tips to help you improve your interactive voice response system.
Keep the IVR menu simple and intuitive
A good IVR self-service system should be easy to use and understand. Avoid long, complicated menus that confuse callers. Try to keep your main menu to five options or less. People tend to get frustrated and hang up if they have to listen to a long list of options. However, it’s equally important to ensure all relevant needs are covered. Callers should always have a clear path to reach their desired option or speak to a support representative if needed.
Here's an example of a clear and concise IVR menu:
"Welcome to Acme Software Solutions. For technical support, press 1. For billing inquiries, press 2. To speak with a sales representative, press 3. To reach the partnership department, press 4. To speak to an operator, press 0."
The options are clear and relevant to what a business caller might need, and it's easy to reach a human if they need more help.
Pro tip: Use data from your phone system to see what issues your customers are calling about most, and tailor the menu to those needs.
Analyze your customer journey
Before moving forward with updates to your IVR self-service system, take time to understand the customer journey. Look for points where customers commonly face issues, as these often reveal why they’re reaching out for help.
Once you have a clear picture of these trouble spots, you can focus on specific areas within your IVR self-service system, including:
- Reviewing call patterns to identify tasks that could be automated
- Spotting where customers frequently switch to an agent
- Recognizing points where callers often get frustrated or disconnect
As you go through your current setup, consider questions like:
- Are there too many steps in the menu?
- Do the options cover the typical reasons for customer calls?
- Is the wording in the prompts straightforward?
- Are language preferences adequately supported?
- Can callers easily go back if they choose an incorrect option?
Addressing these issues paves the way for a smoother IVR experience and provides insights for future improvements.
Use AI and automation
AI-powered IVR can understand natural language, so customers can talk normally instead of being limited by menus. This capability leads to accurate call routing and a more personalized customer experience.
For example, if customers call to check their account balances, they can simply ask, "What's my balance?" instead of navigating through a long menu. The AI understands and directs them right away.
AI can also handle things like scheduling appointments and even offer personalized recommendations. For example, it might say, "I see you have a follow-up appointment due next month. Would you like to schedule that now?" This saves everyone time and makes for a smoother experience.
When you combine AI with automation, even more is possible. Your IVR system can handle routine tasks like bill payments, checking account details, or booking appointments.
For example, a doctor's office could use AI to automatically collect patient information and confirm appointments. This frees up staff for other tasks and ensures patients get quick service, 24/7.
From an operational perspective, AI can also analyze call data in real-time. It can spot common questions or problems and suggest updates to your system. This means your IVR self-service system gets smarter and better at meeting customer needs, leading to happier customers and smoother interactions.
Use various IVR call-routing strategies
IVR call routing strategies quickly connect customers to the right person and ensure that no one on your team gets overloaded with calls. You can match callers with the team member who's best suited to help them.
Here are a few ways you can route calls with your IVR self-service system:
- List-based routing: Agent A always answers calls first. If they're busy, the call goes to Agent B, then C, and so on.
- Round-robin routing: Calls are passed around to each agent in turn. Agent A takes the first call, Agent B takes the next, and so on.
- Skills-based routing: The IVR self-service system asks the caller what they need help with and sends them to the agent with the right skills.
- Relationship-based routing: Important clients are prioritized and sent to their preferred agent.
- Most idle routing: The call goes to the agent who has been free the longest.
- Time-based routing: Calls are routed based on time zones and agent schedules.
Using a mix of these strategies, you can create an efficient interactive voice response system that quickly gets your customers the help they need.
Test and collect feedback
Make sure you regularly test your IVR self-service system and get customer feedback. Check for technical glitches and see how easy it is for people to actually use. This helps you determine what needs improvement and keeps your IVR system up-to-date and effective.
Here are a few ways to gather feedback:
- Add a short survey at the end of the IVR interaction. Ask callers to rate their experience or answer targeted questions such as, “Was it easy to find what you needed?” or “How satisfied are you with the support you received?” This quick survey can provide valuable insights into customer satisfaction and pinpoint specific areas for improvement.
- Include a feedback option in your IVR menu. Give callers a way to leave feedback directly through the interactive voice response system.
- Monitor call recordings and transcripts. Pay attention to areas where callers seem confused or frustrated. Analyzing these interactions helps you understand where the IVR self-service system may be unclear or overly complex.
- Use analytics to track IVR performance. See which menu options are most popular, how long calls last, and where people drop off. Use this data to optimize frequently used pathways, shorten call times, and reduce drop-offs, ensuring the IVR self-service system meets customer expectations.
Use audio streaming to understand customer interactions
By integrating audio streaming with AI-based tools, businesses can offer advanced voice-based services, conduct sentiment analysis of agent-customer conversations, and better interact with users.
Plivo’s real-time audio streaming can analyze emotions to identify signs of frustration, confusion, or satisfaction. Based on this, the system can change its responses or transfer the call to a live agent when needed.
Plivo also helps you create conversational AI bots that interact with users through live audio. These bots can answer common questions right away, making customer service faster and easier.
In addition, you can integrate Plivo’s audio streaming with third-party tools for real-time transcription, so you can easily get text from your conversations. And if you need to communicate across different languages, it can connect with tools for live translation, making meetings or conferences much easier to follow.
{{cta-style-1}}
Optimize call queues
Waiting to talk to an agent can be frustrating, but there are ways to make the customer experience better.
For example, Plivo’s PreAnswer feature lets you play custom caller tunes or speak text after a call is transferred but not yet picked up. Some companies play music during this time, but more useful options exist.
Let’s say you're a software company offering a limited-time discount on your subscription plans. You could use this time to make an announcement using text-to-speech.
Or, if you're transferring a call to your support team, which often handles the same questions, you could play a recorded message with answers to common issues. If that solves the caller's problem, they might hang up satisfied, freeing up your team's time for more complex queries.
Analyze call flow data for optimization
If you want to improve your IVR self-service system, keep an eye on your analytics. Some useful metrics to track include:
- How long callers are waiting
- The average queue length
- Peak call times
- First call resolution rates
- How many calls go to voicemail or get transferred to an agent
- Call abandonment rate
Plivo’s Call Insights feature helps you track metrics and generate reports.
Plivo’s Call Summary Dashboard gives detailed info on call quality, like how long calls take, delays, and packet loss.
Plus, with Detailed Call Logs, you can see exactly what’s happening with each call—from where it’s coming from to why it might have dropped—helping you spot and fix issues fast.
Benefits of using an IVR self-service system
An IVR self-service system provides many benefits for customers and businesses alike. Customers appreciate the ability to help themselves, which enhances their overall brand experience. Businesses can reduce customer service wait times and optimize existing resources affordably.
Additionally, a self service IVR system helps you in the following ways.
Personalized and intuitive conversation
More than 80% of consumers are more likely to purchase from brands that offer personalized experiences. This expectation extends to the IVR self-service system as well. By connecting your interactive voice response system to customer data, you can customize customer interactions based on individual histories and preferences.
For instance, when a returning customer calls, your interactive voice response system could greet them with:
"Hi, John! Last time you called about your software subscription. Are you following up on that, or is there something else you need help with?"
When your IVR self-service system provides specific support and friendly greetings, it feels more like a conversation than a transaction. These personalized interactions not only save time for customers but also create a more engaging customer experience.
Provide 24/7 customer service
In the US, 27.7% of people expect companies to respond within one hour. This makes 24/7 self-service IVR important. When customers can access help anytime, they are more likely to reach out on their own schedule, often after regular business hours.
The IVR self-service system can lower the number of inbound calls during peak hours, as well as field requests when your customer support team is off the clock. This system also allows you to assist customers across different time zones, which is essential for international clients.
Lower operating costs
A typical customer service call with a live agent costs between $10 and $19. A self-service IVR transaction only costs about $0.03 to $0.25 per minute. By giving customers the tools to help themselves, self-service IVR reduces the overall number of support tickets. This saves money and eases the workload for your customer service team.
Gather customer insights
Interactive voice response systems can effectively manage high volumes of inbound calls while collecting data on customer inquiries.
This information can provide valuable insights that shape important business strategies, such as:
- Improving customer service protocols.
- Refining product line.
- Addressing emerging customer demands.
Additionally, before presenting the menu options, you can upload messages to your IVR application. This keeps clients informed about the latest promotions, important changes, and other relevant news.
Improves customer satisfaction
Research shows that the IVR self-service first call resolution (FCR) rate is 74%, the highest among all contact channels. First call resolution measures the number of issues that can be resolved after one call to a customer support team. Higher FCR is better, since it indicates that customers are quickly getting the help they need.
By achieving this high rate of FCR, self-service IVR solutions not only resolve issues effectively but also contribute to higher customer satisfaction.
Customers who experience FCR through IVR self-service report a 30% higher satisfaction score than those with non-FCR interactions. Given that self-service IVR typically handles straightforward tasks—such as order confirmations, account balance inquiries, and status updates—it’s well-suited to delivering quick, accurate solutions that enhance customer satisfaction.
Upgrade your self-service IVR with Plivo
If you want a high-quality and scalable communication solution with an easy-to-use interface and strong API features, Plivo is the right IVR system for you. It’s especially useful for businesses that rely on voice and SMS services worldwide. Its reliability makes Plivo’s IVR popular among businesses of all sizes.
In addition to these advantages, Plivo offers several key benefits like:
- Ease of use: Simple APIs and XML make it easy to create custom IVR flows for your business.
- Fully customization: Build multi-level IVR menus tailored to your needs. Use pre-recorded audio or text-to-speech for custom greetings and prompts.
- Intelligent call routing: Calls are directed to the right agent or department based on caller input, agent skills, or business hours.
- Outbound IVR support: Set up custom menus for outbound calls, like voting or surveys.
- Global reach: Enjoy stable connections in over 220 countries and territories.
Contact us today to discuss how our IVR solutions can improve your customer service experience!
.png)
7 IVR Script Examples to Help You Build Your Own
Bridge the gap in customer service with effective IVR scripts that streamline self-service, reduce wait times, and improve satisfaction. Explore seven examples.
Today’s customers want to independently handle customer service needs: 81% say they prefer self-service options, but many businesses believe only 60% want it. This 21-point difference can leave many customers frustrated.
Interactive voice response (IVR) systems bridge the gap between what customers want—self service—and what businesses think they want. But an IVR system can be a double-edged sword. If the IVR script is poorly designed, it can make customers even more frustrated.
A well-crafted IVR script is so important. The right script can save your team time and help customers meet their needs quickly. In this article, we'll present seven examples of effective IVR scripts to inspire you and guide you in creating your own.
What is an IVR script?
An IVR script is a pre-recorded conversation that directs callers through a menu of options when they dial in. IVR systems use both keypad tones (dual-tone multi-frequency, or DTMF technology) and voice commands, along with pre-recorded messages. This means the caller can either press keys or speak to move through the menu.
Newer systems even incorporate artificial intelligence (AI) to create a more personalized experience for each caller.
Why does an IVR script matter?
A well-crafted IVR script can save time and resources while improving call containment rates and customer satisfaction. Companies with IVR systems in place are noticing 3-4% increase in call containment rates and a 10-25% increase in caller satisfaction.
On top of that, IVR offers several benefits:
- Cost savings: A good IVR script can reduce calls to your agents by over 10%. This helps you save on staffing costs as customers get the information they need without requiring follow-up assistance.
- Consistent experiences: Clear IVR scripts ensure that every caller receives the same professional experience that aligns with your company's image. You control the tone and message for each interaction.
- 24/7 customer support: When your agents aren't available, IVR can play a message informing callers when they can expect to reach someone.
- Improved customer service: IVR reduces wait times and improves First Contact Resolution (FCR) by directing callers to the right person or team, allowing them to resolve issues in the first instance.
How can you write an effective IVR script?
Building a good IVR script takes some thought and knowing what's most important for your business. Let's break down the key steps.
Identify your goals
Start by identifying the goals and challenges you want your IVR system to address. To make a helpful script, you'll need to understand the questions and problems your customers often have. By predicting their needs, your IVR can provide quick answers without a live agent.
Make it easy to navigate
Once you understand your IVR’s purpose, write a simple script that helps callers find their answers in just a few steps. Ensure it’s easy to follow, guiding callers smoothly toward the information they need.
Align the script to your brand
The way your IVR script communicates should align with your brand’s voice. It should be easy for your customers to understand. Even though the IVR handles questions once answered by live agents, it should still reflect your brand.
Keep improving the script
Regularly review your IVR script and update it based on customer feedback and usage patterns. This helps it remain effective and user-friendly.
7 IVR script examples
IVR messages should be concise, swiftly guiding callers to the right answers. A good script helps customers and supports your customer service team by automating common queries and directing complex calls to the right agent.
Now, let's look at examples of IVR scripts for various scenarios.
#1: General greeting scripts
The general greeting acts as the first "hello" your IVR gives to callers. It’s a key moment to make a strong first impression. For example:
"Thanks for calling [your company name].
We're your go-to source for [briefly mention what you offer].
To continue in English, stay on the line. For Spanish, oprima uno.
If you know the extension you need, please dial it or say it now.
If not, stay on the line to hear more options. Thanks again for choosing [company name]. We value your business!"
Why does a greeting script matter?
Your greeting script is the first thing customers hear when they call for support. If it's too long or unclear, they might hang up. The best greetings are short and clear to get things off to a smooth start.
If you offer multilingual support, give customers the option to choose their preferred language right at the beginning.
#2: Menu options scripts
Menu option scripts guide callers to the right department. Consistency across all menu options ensure every customer has a similar experience.
Here’s what a menu script looks like:
"Thanks for calling [company name]. We'll be with you shortly. Please choose from the following options to help us direct your call:
- To reach Sales, press 1.
- For Customer Support, press 2.
- For Billing, press 3.
- If you need Tech Support, press 4.
- For anything else, press 5 or stay on the line.
- To hear these options again, press 9.
Just a heads-up, this call may be recorded for training and quality purposes.”
Why does a menu options script matter?
Seven out of ten companies have IVR containment rates of less than 30%. Confusing menu options are a big reason for this low rate. If callers don't understand their choices, they're more likely to hang up.
Prevent this by keeping your instructions brief and to the point. State the department name first, followed by the number to press.
Plivo makes building your IVR menu a breeze through tools like PHLO for drag-and-drop design or by coding it with your preferred SDK and Plivo XML. For added efficiency, the PreAnswer XML element can provide callers with key information while they wait.
You can also use PreAnswer to address frequently asked questions. If you have a department that receives the same questions repeatedly, record answers and play them to callers. This can reduce wait times and free up agents to handle more complex issues.
#3: Callback request scripts
Callback request scripts give customers a way to skip the wait on hold. They can simply request a call back when it's less busy and at a time that works for them.
Here’s an example of a callback request script:
"Hello, and thank you for calling [Company Name]. We value your time and are committed to helping you as soon as possible.
Our team is currently busy, but we'd be happy to call you back at your convenience. To schedule a callback, press 1.
If you prefer to stay on the line, please hold, or press 2 to leave a voicemail.
We appreciate your patience and look forward to connecting with you shortly. Thank you for choosing [Company Name]."
Why does a callback request script matter?
Offering a callback option shows customers that you value their time. Clear instructions, such as pressing a button to request a callback, enhance customer satisfaction.
Even if someone decides to stay on the line, just knowing they have the option can make a big difference.
#4: Appointment scheduling scripts
These scripts allow customers to book, confirm, or modify appointments via the IVR system. Your IVR menu should give customers the option to do it themselves or connect them to someone who can help.
Here’s what an appointment scheduling script typically looks like:
"Welcome to [Company Name]! We're ready to help you book your perfect appointment.
- To schedule a new appointment, press 1.
- To reschedule an existing appointment, press 2.
- To cancel an appointment, press 3.
- For other queries, press 4.
- If you'd prefer to talk to one of our booking experts, press 5 or stay on the line.
We’re here to help Monday through Friday, from [business hours].
Need to hear those options again? Just press 9.
We appreciate you choosing [Company Name] and can't wait to see you soon!"
Why does an appointment scheduling script matter?
Customers appreciate simplicity, especially when booking appointments. A clear and direct script allows them to manage their schedules quickly while reducing strain on agents handling this routine task.
#5: Call transfer scripts
A call transfer script explains what's happening when a customer is being transferred to someone else or a different team. Here’s an example:
"Thank you for your patience.
We want to make sure you get the help you need, so we're transferring your call to an expert who can assist with your specific question.
Please hold for a moment.
We value your call and appreciate you choosing [company name]."
Why does a call transfer script matter?
Call transfers happen occasionally, but they can confuse customers if not done smoothly. A good transfer message reassures them that the wait will be brief, and they won't need to repeat themselves.
#6: On hold or waiting message scripts
Waiting messages inform customers while they're waiting in line for the next available agent. Hold messages play when a call is being transferred, an agent is working to resolve an issue, or the call is connecting to a different team. Typically, both types of messages are repeated periodically, alternating with the hold music.
Here’s an example:
"Thanks for calling [company name]. We're currently experiencing a high volume of calls but appreciate your patience.
You're number [x] in the queue with an estimated wait time of [y] minutes.
In the meantime, you can visit our website at [company website] for more information.
Thank you for choosing [company name]."
Why does an on hold or waiting message script matter?
Waiting can be frustrating, especially if the caller doesn’t know how long they’ll be on hold. Keeping customers updated with their position in the queue and an estimated wait time can reduce frustration and improve the overall experience.
#7: After-business hours message scripts
An after-business hours message notifies callers that your agents are unavailable and informs them when your business will reopen.
Here’s what an after-business hours script looks like:
"Thank you for calling [company name]. Our regular business hours are [start time] to [end time], [days of the week]. We're currently closed but will be happy to assist you when we reopen.
For urgent matters, visit our support center at [company website]. You'll find answers to common questions and troubleshooting tips there.
To leave a message and receive a callback during our business hours, please press 1.
We appreciate your patience and look forward to speaking with you soon. Thank you for choosing [company name]."
Why does an after business hours script matter?
Customers need to know when they can reach you again. Providing an after-hours message helps set clear expectations, builds trust, and offers them a way to leave a message for follow-up.
IVR script best practices
An IVR system is like having a helpful assistant in your contact center. It helps answer calls efficiently, connects people to the right departments, and ultimately improves customer satisfaction.
To ensure your IVR system works seamlessly, refer to these five IVR best practices.
#1: Keep it simple
Use plain language and offer clear choices. Avoid overwhelming callers with too many options or questions.
While IVR systems can be complex, simplicity is key to avoid confusion. Focus on the most common questions that the system can easily answer.
#2: Prioritize popular menu options
Analyze customer data to determine the most popular menu options. Placing these at the top of your IVR menu can reduce frustration and improve call handling times.
For example, if most calls are about billing or account issues, place the "billing and account" option first.
#3: Map out customer paths
Before you start building your IVR menu, plan the different paths customers might take. Your menu will likely include multiple levels, starting with language selection. Some options may lead customers to a specific department, while others might connect them to a recording or automated system.
Consider offering different choices based on time. For instance, you might not want to offer sales options outside of business hours. Instead, you can let customers leave a message.
#4: A/B test your scripts
A/B testing your IVR scripts involves trying out two versions to see which one works best. This can help you identify which approach leads to shorter call times and greater customer satisfaction.
Test small changes like wording or the order of options, or try entirely different menu structures to optimize the experience.
#5: Offer an exit option
No matter how good your IVR system is, some customers will always prefer speaking to a live agent. Make it easy for them by offering an option to reach an agent in the menu. This prevents frustration and reduces hang-ups, guaranteeing that everyone has a path to the assistance they need.
Revamp your IVR system using Plivo
Plivo's Voice API gives you complete control over your IVR system, enabling you to create a great customer experience while managing costs. With service in over 220 countries and territories and a 99.99% uptime guarantee, Plivo is a reliable choice for your IVR needs.
Here are some of its advantages:
- Easy to use: Plivo's APIs and XML make it simple to build and manage your own custom IVR menus, even for complex interactions, without needing advanced technical knowledge.
- Flexibility: Customers can navigate your IVR using voice or keypad (DTMF), ensuring convenience for all.
- Outbound IVR: You can use Plivo's IVR for outbound calls, like for surveys, reminders, or voting.
- Scalability: Plivo is designed to handle large call volumes, so your IVR can grow with your business without any problems.
- Security: Plivo takes data security seriously by complying with industry standards like PCI DSS, GDPR, and HIPAA to keep your customer information safe.
On top of that, Plivo integrates automatic speech recognition (ASR), so your IVR system can understand and respond to customer inputs — whether they prefer to talk or use their keypad.
Plivo also includes Answer Machine Detection (AMD), which uses heuristic algorithms to identify voicemail with high accuracy. Rather than relying solely on a beep, Plivo analyzes factors like tone of voice and speech speed, ensuring reliable voicemail detection in just three to five seconds.
Ready to create a customer-centric IVR experience? Contact us today to learn how Plivo can help you build an IVR system that improves customer service and streamlines your operations.
What is SIM Swapping Fraud and How to Prevent It
Discover how to prevent SIM swapping fraud at your company with a robust fraud control API like Plivo’s
Cybersecurity threats are evolving daily, and a particularly dangerous scam is on the rise: SIM swapping fraud.
In 2023, the Internet Crime Complaint Center (IC3) reported more than $48 million in losses from SIM swapping fraud affecting both individuals and businesses. This type of fraud allows criminals to take control of your phone number, granting them access to sensitive information. A single SIM-swapping fraud attack can result in unauthorized access to personal data, significant financial loss, and long-term damage to your company’s reputation.
SIM swapping fraud targets businesses that rely on SMS-based authentication to secure accounts. In 2024, authentication use cases will account for over 50% of all SMS traffic. The growing reliance on SMS-based user verification increases the risk of SIM swapping correspondingly. However, solutions with built-in fraud protection, such as Plivo’s Verify API, make it possible to mitigate fraud risk with little effort. Here’s how to prevent SIM swapping fraud by following a few best practices to protect personal and organizational data.
What is SIM swapping?
SIM swapping, also known as SIM jacking or the port-out scam, is a type of fraud where cyberattackers transfer a victim's phone number to a new SIM card.
Mobile networks rely on unique IDs embedded in each SIM card to route calls and text messages to the correct device. When a SIM swap occurs, all incoming network traffic, including calls, text messages, and verification codes, is redirected to the fraudster’s SIM card. The fraudster can then access any and all messaging traffic intended for the victim’s inbox.
The main aim of SIM card swapping fraud is to exploit two-factor authentication (2FA) and gain access to valuable information, such as bank accounts, email, and social media platforms. SIM jacking intercepts one-time passwords (OTPs) and security codes, compromising all accounts that use 2FA.
How does SIM swapping work?
SIM swapping commonly occurs by tricking a mobile carrier into transferring a victim’s phone number.
Fraudsters first gather personal details about their target, such as their name, address, or answers to security questions, often through phishing attacks, data breaches, or purchases on the dark web.
The attacker uses this information to contact the victim's mobile carrier, impersonating them and claiming that their SIM card was lost or damaged. The fraudster then requests to port the number to a new SIM card. If the carrier fails to properly verify the fraud, the phone number is successfully transferred.
Once this happens, the fraudster receives all calls, texts, and verification messages meant for the victim.
SIM swapping can also occur through other methods, such as directly hacking a victim’s carrier account and updating their contact information. In some cases, insider threats come into play, where rogue employees at mobile carrier companies facilitate the swap for the attacker.
What is a SIM farm?
A SIM farm is a setup consisting of special hardware and software that manage multiple SIM cards simultaneously.
While SIM farms may be used for lawful objectives, such as testing mobile services or sending bulk marketing messages, fraudsters often utilize them to simplify illegal operations, such as:
- Sending fraudulent texts en masse
- Making fraudulent calls
- Conducting other fraudulent operations across several phone lines
SIM farms enable large-scale fraud by regularly switching between SIM cards and distributing activities across multiple numbers. This makes it challenging for cell carriers and law enforcement to detect suspicious patterns or ban offending numbers. Additionally, they allow attackers to bypass international phone charges and take advantage of weaknesses in SMS-based authentication systems.
A SIM farm typically operates using two key devices: a SIM box and a SIM bank. Here’s how each functions:
SIM box vs. SIM bank
How does a SIM farm work?
Here’s how SIM farms operate to conduct large-scale SIM swapping fraud:
- Acquiring prepaid SIM cards from various carriers to avoid detection by a single telecom provider.
- Integrating a SIM bank to centralize management for countless SIM cards, enabling remote access and automatic SIM switching based on usage patterns or network thresholds.
- Connecting to SIM boxes to handle call routing, send bulk SMS messages, or make large volumes of calls from different numbers without physically handling the SIM cards.
- Switching SIM cards dynamically to avoid detection and prevent any single SIM from exceeding traffic limits or drawing attention.
- Automating international call/SMS routing to bypass local restrictions, preventing the likelihood of detection by telecom providers.
- Monitoring and managing blocked SIM cards or those with connectivity issues to maintain a steady flow of fraudulent activity.
How does SIM swapping fraud affect businesses?
SIM swapping fraud poses serious risks for businesses, causing operational and reputational harm. Some key effects include:
- Security breaches: SIM swapping can bypass SMS-based 2FA, making businesses vulnerable to unauthorized access.
- Compromise customer data: Hackers can obtain sensitive customer information, leading to identity theft and data breaches.
- Reputation damage: A single SIM swap attack can erode customer trust, leading to bad publicity and loss of credibility.
- Financial loss: Fraud-related costs include direct financial theft and indirect expenses, such as customer compensation and legal fees.
- Network infiltration: Attackers can use SIM swapping to breach internal systems, exposing critical business data and intellectual property.
How to detect a SIM swap attack
Detecting a SIM swap attack early is crucial to mitigating its impact. Here are some key signs to watch for.
- Sudden loss of phone service: This could indicate that your SIM card has been deactivated and transferred to another device.
- Unusual account activity: Unauthorized logins or notifications from banks, social media, or email accounts could mean your phone number has been compromised.
- Inability to access accounts: If you can’t access services that use SMS-based authentication, such as online banking, it’s a strong indicator that your phone number has been hijacked.
- Unrecognized alerts from your mobile carrier: Notifications about changes to your SIM card or account, such as a new device activation you didn’t initiate, are red flags of a potential SIM swap.
How to prevent SIM swapping
Protecting your business from SIM swapping fraud requires vigilance and strong security measures. Here are some best practices to safeguard your accounts and data:
- Set a PIN or passcode with your carrier: Most carriers offer the option to add an extra layer of security. Use a strong, unique code that makes it difficult to guess, as this will be required for any changes, including SIM swaps.
- Monitor your accounts regularly: Watch out for anything unusual with your bank accounts, email addresses, and social media accounts. Ensure notifications are set up for logins from new devices or changes to account information.
- Be cautious with public information: Fraudsters often exploit personal data from social media to answer security questions. Limit the amount of personal information you share publicly.
- Review and secure account recovery options: Ensure backup emails, phone numbers, or security questions are robust enough to prevent attackers from easily exploiting them.
Prevent SIM swapping with Plivo
A strategic combination of technology and proven methodology can deduct SIM-swapping attacks and protect your business from becoming more vulnerable.
With Plivo, you can validate phone numbers without interrupting the user flow. So, even when a SIM swap has occurred, the perpetrator doesn't have an opportunity to capitalize on it.
{{cta-style-1}}
Use Plivo’s Lookup API
The Plivo Lookup API, with its phone number validation and real-time analytics features, provides companies with the means to detect SIM swaps. You can improve your risk management with a reliable API call that will assess the phone number and return critical information about:
- Current network and original network details
- Roaming status and network changes
- Risk scores and unusual patterns that may indicate fraud
Checking these analytics can indicate any suspicious activity that occurred recently for a particular number, raising red flags.
Plivo’s pattern-based alerts
Even if the phone number is verified, there is a chance of fraudulent and illegal activities. Lookup includes built-in Fraud Shield, an AI-driven algorithm that helps monitor your messaging patterns, establish message thresholds, and send automatic alerts if an unusual pattern emerges. When a SIM swap is detected, you can put the account on temporary hold.
When discussing pattern-based alerts and how it helps detect SIM swaps, here’s what happens:
Spikes in traffic
A SIM swap fraudster usually tries to quickly take advantage of the victim’s phone number before the fraud is detected. This often involves sending or receiving many messages in a short amount of time to authorize access to accounts (e.g., bank logins, resetting passwords, or verifying transactions). This would cause an unusual surge in SMS traffic — far more than what a normal user would generate.
Low conversions
When a SIM swap happens, the original owner loses access to their phone number, but systems still try to send OTPs to the legitimate phone number. However, because the fraudster now controls the SIM, these OTPs fail to reach the original user, and the system may detect low conversion attempts and flag as suspicious.
Fraud thresholds for message control
To mitigate risks, you can use fraud thresholds for message control. If the threshold is exceeded, you have customizable options:
- Block and alert: Messages are blocked for 12 hours after a breach, and an alert is triggered.
- Alert only: An alert is sent, but messages are not blocked.
Plivo's dynamic controls will notify you of any unusual traffic patterns or surges when customized.
Protect your business with Plivo
Plivo's Lookup API, in conjunction with pattern-based alerts, can be a powerful tool for detecting fraudulent SIM swaps. Doing so can prevent your business from being vulnerable to further damage or associated risks and take needed measures.
Safeguarding your organization from SIM-swapping fraud is vital for protecting consumer security and retaining their trust. With Plivo’s advanced number validation solutions and Fraud Shield, you can secure critical accounts and improve overall communication security.
Contact us today to request a trial and protect your business from SIM swapping and other cybersecurity threats.
It’s easy to get started. Sign up for free.
Create your account and receive trial credits or get in touch with us.
