IVR System

Interactive Voice Response is a telephony system, which automatically interacts with callers, collects details and routes phone calls to the right recipients. An IVRS receives a combination of DTMF keypad selection and voice input and gives the right responses. An IVR system gives responses in the forms of voice, callback, fax, email and other ways.

IVR systems can be made up of telephone equipment, a database, a supporting infrastructure, and software applications. A company can either run an IVR system in-house, by buying the required hardware and software, or subscribe to a provider of IVR hosting service. An IVR hosting service provider charges a monthly price to use its IVR software and servers. Now, let us talk about the common types of IVR systems.

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Self Service IVR

An Intelligent IVR System allows organizations to perform high volume services at a cheaper cost. Besides identifying and segmenting callers, it can also resolve their queries without having to transfer the call to a human . Phone calls will be transferred to them only if the caller is not able to find the details they need. This provides more time to call center agents to handle complex interactions, and helps them to be more effective and productive.

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Hosted IVR System

An IVR solution set up on a hosted application platform allows organizations to access that IVR app on the web. This enables that business to deliver round-the-clock customer service. Having this type of IVRS in place is the best method for organizations to improve customer satisfaction and earn loyalty.

Agent-Assisted IVR System

An agent-assisted solution helps the customer interaction center optimize the operations cost, in addition to delivering consistent service. The contact center agent can direct prerecorded phrases to start a talk with customers. The agent does it without the customer knowing that the former is involved in the process. This helps eliminate frustrations caused by complicatedly-structured menu options.

Advantages of an IVRS for Businesses

IVR software uses recorded voice prompts and voice menus to present details and choices to callers, in addition to touch-tone phone keypad entry to collect responses. Today’s IVR solutions enable input and caller responses to be collected through spoken words with the voice recognition feature. Enterprises are increasingly seeking a provider of IVR service that helps them in handling their outbound and inbound call centers. They need the provider’s help to minimize the cost of sales, service, inquiry, collections, and support calls from and to their company.

Take a look at the following business advantages of an IVR system (IVRS).

First Call Resolution

Businesses should implement intelligent routing to the agent having the best skills to make sure the query of the customer is being settled at the earliest possible time. Avoid making your customers wait in an IVR call; rather, design your flow smartly to reduce their wait time by speeding up the query resolution.

Round-the-Clock Customer Service

The main function of an IVR system is to make sure that callers are attended even when the live agents are unavailable, because of time constraints. A smart IVRS allows you to play a recorded message on non-working days to enable self-service for customers.

Manage High Call Volume

The smart system makes it easier to design effective IVR workflows, in order to streamline the phone calls to allow seamless support and considerably minimize customer waiting time considering the call center’s resource availability.

Manage Multilevel IVR

Intelligent IVR systems allow multiple-level IVR call flow. With multiple prerecorded messages, businesses can make sure the caller is being routed to the appropriate agent without needing human help.

Automation of Business Operations

The help of an IVR system is important to automate the routine customer query resolutions to free the agents up. This way, the agents can focus on resolving the priority business problems. This increases the productivity of the agents, and enhances customer support and customer satisfaction.

Factors to Consider When Selecting the Best IVR System for Your Business

Take the following factors into consideration to make the best possible choice for your business.

Where Do Customers Communicate with you?

The decision you have to make is associated with how customers interact with you. Do your customers call you? If yes, then do they fancy giving voice instructions? Do customers chat with you either on your site or on social media?

Scalable According to Business Requirements

It is best to check the capability of an IVR solution to address scaling down and scaling up of volume. A marketing campaign may trigger an increase in inbound calls and at this point, callers have to feel that their phone call has already been registered and it would be tackled soon.

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Give the Flexibility to Change the IVR According to your Requirements

In the IVR you select, there has to be an option to change it in a self-service IVR mode. This gives organizations the flexibility to modify sounds to be played according to seasonal offers, make more options in the event of expanding business requirements.

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The Option to Use the Demo IVR System

To not make the wrong decision, ask whether you can trial this system at your business premise for some days before buying it. During the IVR trial run, pay heed to how your customers respond to it, and try to make changes to make those experiences better. You can tell whether the system is right for your particular business only through practical experience.

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