What is Interactive Voice Response (IVR)?

  • Interactive Voice Response (IVR) is an automated phone system technology that allows incoming callers to access information via a voice response system of pre-recorded messages without having to speak to an agent, as well as to utilize menu options via touch-tone keypad selection or speech recognition to have their call routed to specific departments or specialists.
  • A well designed IVR software system can help increase customer satisfaction and improve contact center operations and KPIs.
  • Particularly during times of high call volume, an effective interactive voice response system can help avoid hold time by assisting customers to find answers and perform simple tasks themselves.
  • If a customer needs or requests to speak with a person, IVR technology can help route calls quickly and seamlessly to the best call center agent to address their inquiry.

Benefits of using an IVR system

  • Increase first contact resolution
    IVR significantly increases first contact resolution because callers are always directed to the agent who is most capable of meeting their needs or the most appropriate department. The agent who receives the call will be more qualified to answer the caller’s question and less likely to transfer the call to another agent.
  • Increase customer service efficiency
    Agents who work in a company that uses an IVR are more proficient at solving specific problems and meeting the specific needs of the customers that they are assigned. The result is an increase in customer service efficiency.
  • Increase agent and company efficiency
    Agents who work in a company with an IVR are more skilled at addressing specific issues, less likely to consult with colleagues or a manager, and less likely to transfer the call to another agent. This results in a significant increase in agent and company efficiency.
  • Reduce operational costs
    IVR systems will replace a receptionist or a customer service agent who answers and directs calls to agents. They are also very affordable, increase efficiency, and reduce operational costs, so the ROI is enormous.
  • Increase professionalism
    You can use an IVR system to greet your customers in a very professional manner and to make it appear that you have more departments and employees than you have.
  • Increase customer satisfaction
    When your IVR is easy to use and reliable, customers will never be routed to the wrong department or an agent who cannot solve their problems.

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