We can push IVR data to Google Analytics and Doubleclick. We also track this data in our portal.
What is IVR Data?
IVR is Interactive Voice Response. It is essentially an automated phone messaging system that greets callers when they call your business and then lets them select what area of the business they with to speak to. E.g. For Sales Press 1, For Accounts Press 2 etc.
The IVR data we can capture are the menu options selected by the caller along with the menu names. This data can be pushed into our portal, Google Analytics and DoubleClick so you can see which departments callers are calling for. It can also be used optimise keywords and campaigns towards sales calls.
To configure in Google Analytics
To push IVR data into Google Analytics, you have two options:
Option 1: Create custom event labels for each IVR option which captures the relevant IVR data. This will need to be configured by Delacon.
Option 2: Create a custom metric for each IVR option. Please note that if you use this method, you will not be able to setup a goal conversion based on your IVR capture.
To setup custom metrics, please see page 21 of Google Analytics guide.
To configure in DoubleClick
To push IVR data into DoubleClick, you will need to create Floodlight tags in DoubleClick which correspond to each IVR option you want to track. For example if your IVR has Sales, Support and Billing options, you will need to set up seperate Floodlight tags for each menu option in your DoubleClick instance.
In the Delacon portal, each DoubleClick Floodlight tag will need to be configured with a specific conversion value to reflect which IVR option it is related to. This involves Delacon support placing a piece of code in the Conversion Value field in the DoubleClick setup in the Delacon portal and you will need to contact your Delacon Account Manager or Delacon Support for this to be configured.