What is IVR?
IVR Stands for “Interactive Voice Response”. IVR is a telephony technology that can read a combination of touch tone and voice input. It gives users the ability to access a database of information via phone. A typical IVR system has several menus of prerecorded options that the caller can choose from. Interactive voice response allows a computer to interact with humans through the use of voice and tones input via a keypad.
In telecommunications, IVR allows customers to interact with a company’s host system via a telephone keypad or by speech recognition, after which services can be inquired about through the IVR. IVR systems can respond with pre-recorded audio to further direct users on how to proceed. These systems are sized to handle large call volumes and also used for outbound calling as IVR systems are more intelligent than many predictive dialer systems.
How Does IVR Work?
For your customers, these interactive systems function in a way that allows them to route through your contact center and find an appropriate solution quickly, using only their phone’s keypad. For your team, this means the customers themselves route calls to appropriate parties. Overall, this results in fewer incoming calls, lower operational costs, and increased productivity for your team members.
IVR software is installed onto a computer. When you make a call, the IVR software will respond by giving you a greeting and then asks you to choose an option from a menu.
For example Press 1 for Customer Service 2 for Sales etc
This telephony menu system enables the dial pad for identification and routing of callers to the most appropriate agent within your team. It is a simple and effective and will significantly reduce costs and increase efficiency within any company.
How your company can benefit:
- IVR Systems collect information about your customers– They obtain information about your customers’ needs and will transfer their call to the appropriate agent or department based on their input.
- Reduce Operational Costs~ IVR Systems can replace receptionists having to answer a call and re-direct to the appropriate agent.
- Increase Customer Service Satisfaction~ IVR Systems provide more reliability. Giving the caller a more efficient customer service experience and significantly reduces errors with potential clients sent to the wrong department.
- IVR is a sound investment with low associated costs and the return on investment is obvious from the first day!