IVR is something which is very useful for any of the organization since it helps in the lead generation and help the consumer with services like customer support.
IVR allows callers to interact with a company’s virtual receptionist via a telephone keypad or by speech recognition by dialing on an IVR number.
IVR system can respond with pre-recorded or through TTS to further direct callers on how to proceed.
IVR system can be used to control almost any function where the call flow can be managed via keypad inputs.
This system can handle a large volume of calls.
There are two leaders which are in the market are CloudShope and Knowlarity.
So, now let us talk about the features and compare them to which is better and which is not in terms of the services it provides.
1. Welcome Tone
The welcome tone is something that we can design according to your needs in CloudShope but Knowrality have a fixed set of tone.
CloudShope can make you record your tone in any language even by radio jockeys for the best welcome tone.
2. Admin SMS or Real-time notification
Admin SMS or real-time notification means to give notification in real-time to the customer about the things like calls not received and every other essential thing which is needed for the need of a user. This feature is exclusively available in CloudShope.
3. Multi-level IVR
Give your callers a personalized experience every time they call you. No more wasting time on IVR prompts that are not helpful. Make callers aware of your brand with a customized IVR. Welcome them with your brand name, whenever they make a call.
4. API integration
Easily integrate any application and start service in minutes. This service is exclusively available to CloudShope and is very unique in itself.
5. Sticky Agent
Sticky agent is a person who will pick up your call every time you contact customer support/ service for a query.
It saves valuable time for both customers and agents as they don’t have to repeat the same conversation again.
Sticky agent is common between both the Knowrality and CloudShope and is a very nice feature because it helps.
6. Call recording
Call recording is a common feature is moreover a part of reports since it helps in keeping the analytics and track of work.
7. Call Routing
Call routing is Common between both of the companies but both provide is different manner CloudShope provides some procedures where we can add a call in a round-robin, parallel, sequential manner but on the Other hand, Knowrality provides it in a different way it provides in a time-based way.
8.TEXT TO SPEECH (TTS)
Text to speech is used by both of the companies and consists of no difference as such and both claims to have a human-like voice and have features like the sticky agent and policies like round-robin, straight or parallel but these are only available in CloudShope not on Knowrality and also things like API integration.
9.Reporting
Both of the company provide with the company which consists of reporting data in which it tells us the area, and the performance statistics with some things like admin messages which is only available in CloudShope not on Knowrality.
10. Call Barging
Call barging is something that is exclusive to CloudShope. Incall barging we can listen to the voice or even the call which is taking place in the call.
11. Call Whispering
Call Whispering is also exclusive to the CloudShope. It is a feature in which the admin can speak in between the call and can keep a check on their employees if the calls get connected.
So, now for a better understanding of what is available and what is not available by both of the companies I have made this comparison table also.
Here is the comparison between both organizations.
|
Features
|
Interactive Virtual receptionist
|
CloudShope
|
Knowlarity
|
Read More
|
|
TTS
|
✓
|
✓
|
✓
|
|
|
Report
|
✓
|
✓
|
✓
|
|
|
Call
Barging
|
✓
|
✓
|
✗
|
|
|
Call
Whispering
|
✓
|
✓
|
✗
|
|
|
Admin SMS or Real-time notification
|
✓
|
✓
|
✗
|
|
|
Multi-level IVR
|
✓
|
✓
|
✓
|
|
|
API integration
|
✓
|
✓
|
✗
|
|
|
Sticky Agent
|
✓
|
✓
|
✓
|
|
|
Call recording
|
✓
|
✓
|
✓
|
|
|
Call Routing
|
✓
|
✓
|
✓
|
|
|
Welcome tone
|
✓
|
✓
|
✓
|
Knowrality and CloudShope both provide the service which is related to the cloud telephony but this comparison provides which have more feature and which is better, for example, there are some feature like call whispering which is provided by the CloudShope and not by the Knowrality.
So, for the ease of understanding both of the company’s USP’s I had made the table above.
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