Interactive Voice Response (IVR)
Redefining How Businesses Interact with their Customers!
What is an IVR ?
IVR, or Interactive Voice Response, is a phone system feature crafted to automate interactions with callers using voice and keypad inputs. Upon dialing the business phone number, callers are welcomed by a pre-recorded message or text-to-speech. The system efficiently gathers information from callers by prompting them to make choices through pressing keys on their phone or utilizing voice commands.
How does an IVR work?
Key features of an IVR.
- Custom Greetings: Carefully designed IVR’s can give personalized experience to the caller and handle their calls in the most efficient manner.
- Efficient Incoming Call Management: Channel calls (Transfer, Forward or route) to the right department/agent based on the ring groups.
- Automated Callbacks: Reduce call wait times for your caller by allowing them to request a call back.
- Setup Outbound IVR: Automate outbound calling with a pre-recorded message to send alerts/appointment reminders/billing reminders, etc.
Key Benefits of an IVR
- Reduces Operational Cost
- Automate customer Service
- Enhances Customer Experience
- Boosts Productivity
What are the use cases of an IVR?
IVR technology is widely used by businesses of all sizes and from various industries. However here are some of the most common use cases to showcase the versatility and efficiency of IVR systems across different industries and functions.
- Virtual Receptionist: IVR acts as a virtual receptionist, providing a menu that helps callers navigate and reach the appropriate department or extension.
- Customer Support and Service: IVR guides the customer through a menu to select the type of support they need, ensuring they are directed to the appropriate department or provided with relevant information.
- Appointment Scheduling: Streamline scheduling process with IVR. IVR allows to schedule appointments by selecting available dates and times without the need for manual intervention.
- Bill Payments: Facilitate automated bill payments, allowing customers to enter payment details through keypad inputs, enhancing efficiency and reducing wait times.
- Order Status and Tracking: With IVR create an automated system for customers to check the status of their orders by entering order numbers or relevant details without agent assistance.
- Surveys and Feedback: IVR conducts automated surveys, collecting valuable feedback on products, services, or recent interactions, contributing to market research and service improvement.
- Account Information Retrieval: IVR allows customers to retrieve account balances, transaction histories, or other account-related details by entering relevant information via keypad inputs.
- Emergency Notifications: IVR sends automated voice messages to employees, providing critical information in emergency situations, ensuring quick dissemination of important updates.
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