| An auto attendant is an automated program that | | | | caller may be able to select option 1 on their |
| provides customer service over the phone. Such | | | | phone keypad to hear a prerecorded description |
| programs are also known as virtual receptionists | | | | about the company's products and services. Or, |
| because, in effect, they are a sequence of | | | | selecting option 2 may lead to another |
| digitally prerecorded and pre-designed scripts that | | | | prerecorded message that provides information |
| are used as a replacement for the traditional | | | | about the company's hours of operation, |
| office receptionist. Businesses often debate over | | | | observed holidays, and additional details that would |
| the use of an auto attendant, and callers also give | | | | otherwise take up an employee's time. Option 3, |
| a wide variety of responses about their likes and | | | | on the other hand, could lead to a menu of |
| dislikes toward hearing a "machine recording" | | | | extension numbers and allow callers to choose |
| instead of a real human voice. Eventually, the type | | | | exactly whom they want to talk to. Hence, even |
| of business that one is running and the desires of | | | | at the most basic levels, an auto attendant can |
| its customers should be the factors that help in | | | | make a company's customer services operations |
| deciding whether or not an auto attendant is the | | | | work more efficiently and also create a better |
| right option. | | | | customer experience for callers. |
| Similarly to how any receptionist reflects the | | | | Companies can go many steps further in order to |
| image and voice of a company, business owners | | | | take full advantage of the benefits of an auto |
| must realize that making the choice between an | | | | attendant. With the right implementation, such a |
| auto attendant and a human receptionist depends | | | | system can expand according to a company's |
| on how it will impact their business internally and | | | | specific needs and be customized in order to |
| externally. In most cases, a hybrid system is a | | | | represent the company's voice. In general, larger |
| logical solution since it allows a company to reduce | | | | companies can reap the greatest benefits |
| labor costs and streamline operations while also | | | | because adding any sort of automation to their |
| allowing callers to opt to speak to a live person at | | | | customer service department can dramatically |
| any time. However, when seeking to improve | | | | reduce operational expenses. In some cases, the |
| customer service, an auto attendant can prove to | | | | auto attendant may recognize the caller ID, link it |
| be an effective tool. | | | | to the caller's account number, and automatically |
| Businesses can enjoy many advantages of having | | | | forward calls to the appropriate sales agent. This |
| an auto attendant. Such automated programs are | | | | not only saves time and effort for the caller, but |
| usually a low monthly cost that is minor compared | | | | also warns the sales agent about who is calling |
| to the costs of hiring a salaried receptionist. If | | | | and triggers a link that the sales agent can use to |
| budget is at a minimum, a company can choose | | | | immediately access the respective account |
| to get a less expensive system with default | | | | information. |
| functions. Although a very basic version, some | | | | For an international company, an auto attendant |
| systems can be better than traditional | | | | can detect which geographical location a call is |
| receptionists when it comes to service because | | | | being made from and automatically redirect the |
| they are conveniently available around the clock, | | | | call to the matching local office. Finally, the system |
| respond quickly to callers, and can attend to | | | | can be customized with personal voice recordings, |
| multiple callers at once. | | | | greetings, and scripts in order to create a more |
| A well-built system will greet callers with a | | | | personalized experience for the customer. As a |
| company greeting and enable them to interact | | | | result, an auto attendant can become much more |
| through phone dialing or voice prompts in order to | | | | than just a cold and mundane answering machine. |
| provide and gather information. For example, a | | | | |