Interactive voice response (IVR) is a technology that allows a computer to interact with humans through the use of voice and DTMF tones input using a keypad. An IVR system interacts with callers, gathers information and routes calls to the appropriate recipient.
A simple IVR system for call center seamlessly routes your customers to the right agent or department using customizable call flow mechanisms. There can be different types of IVRs used in a call center :
IVR for Self-Service
Intelligent IVR System, also called auto-attendant or automated voice, allows businesses to service high call volumes at a lower cost. It can identify & segment callers, and resolve their query without transferring to a live agent. Calls are transferred to live agents only when the caller is unable to find the information they require, helping call center agents be more productive & effective by giving them more time to deal with complex interactions.
An IVR solution installed on a hosted software platform that allows businesses to access the IVR application on the internet. This enables the organization to deliver 24/7 customer service, even after office hours. Having a hosted IVR system is the best way for enterprises to gain loyalty and improve satisfaction.
An agent-assisted IVR solution helps the contact center to optimize the cost of operations and along with delivering consistent customer service. The agent can dynamically direct pre-recorded phrases to initiate a dialog with the customer, without the customer knowing an agent is involved. This helps in eliminating customer frustrations caused by complex-structured menu options.
Route each customer call to the best-suited agent with IVR System
Why IVR System Is Important
Interactive Voice Response software has used pre-recorded voice prompts and menus to present information and options to callers, and touch-tone telephone keypad entry to gather responses. Modern IVR solutions also enable input and responses to be gathered via spoken words with voice recognition. Enterprises are increasingly looking for an IVR service provider that helps them in managing their Inbound and Outbound call centers to reduce the cost of common sales, service, collections, inquiry, and support calls to and from their company.