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MyTelly IVR Solutions

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Improved Customer Experience Through an Integrated IVR
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IVR Solution

Interactive Voice Response System:

IVRs elaborated as Interactive Voice Response System is a technology that allows a computer-generated pre-recorded voice or dynamically generated audio to assist the caller on how to progress for an achievable solution.

Interactive Voice Response System is the key to solve customer queries in a hassle-free manner. Enterprises lookout for efficient IVR service providers who further help them to manage their operations and simultaneously assist to reduce the cost inquiry, support calls etc to and from their company.

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How does IVR Work:

  • IVR is a computer-generated voice that you hear when you call a customer care number and you get options like press 1 or press 2 to select the desired set of services.
  • Interactive Voice Response System helps to categorize the incoming calls depending upon the characteristics of the call and redirect the user to the desired answer.
  • DTMF (Dual Tone Multifrequency) is composed when a customer enters specific numbers on his/her phone’s keypad. Each key on the phone pad has a specific frequency attached to it. So when a customer makes an IVR choice on his phone, a particular frequency is passed through the phone lines to the IVR system, which is further converted to analyse which key was pressed.
  • Depending on the key touched by the customer, several tasks are then routed which can be the next IVR information or call being routed to an agent.

Features & Benefits

Intuitive IVR

Designing a crisp Interactive Voice Response System for your customers help them to achieve what they want at a faster... view more pace. Constructing a menu that helps the customer navigate through correct options and route their call to the dedicated department will help and ease their queries timely.

Personalised Connect

With Interactive Voice Response System, an enterprise can create a platform with diverse regional languages & dialects which... view more further can interact with callers and route them to desired departments. Also what an IVR does is greets the caller with their name which itself creates a lasting impression.

Customer Database

With Interactive Voice Response System, an enterprise can build a database in the most organic way possible. It stores every... view more transaction ever made with any customer. The agents need not find any old transactions manually connected with the customer, Interactive Voice Response System accumulates all the history associated which further helps the agent to proactively pick up the issue and efficiently converse with the customer.

Represent Your Brand

Through an Interactive Voice Response System, an enterprise can effectively blend in its brand image while interacting with... view more the customers while they call. Passing on audio notes of the tones that exactly match the brand identity is an ideal way to display the brand personality. One can leverage benefits like customising the IVR according to the present campaign/marketing initiatives and meanwhile monitoring, mapping and advancing on customer experience.

Recording Calls with Real-time Reports

Call logs and recordings are maintained of each customer and the status of the call (connected/not connected/missed)... view more is also documented through an Interactive Voice Response System Record all calls, maintain call logs and share the status of the call (connected/not connected/missed) on your IVR Number. Further, audits can be performed on these calls to understand if there are any deviations in the process.

A Professional Persona

With Interactive Voice Response System, an enterprise can professionally cater to the requirements of its customers.... view more What it does is takes input from the caller via a keypad, processes the request and redirects the user to a dedicated department which can solve the customer issue. This represents a predefined approach to resolve issues hassle-free and professionally.

Multi-Language Support

Customers can choose their preferred language in which they are comfortable with while deviating from the options... view more available through IVR. Enterprises can reduce language difficulties and provide satisfactory customer experience.

Increase Agent Efficiency

IVR enables agents to be more productive by systematically handling call transfers. By call monitoring... view more and recordings, agents can boost their productivity over time. This results in the overall efficiency of both agents as well as the company.

Feedback Collection

Capturing surveys and opinion polls are easier with Interactive Voice Response System . Agents can connect... view more the callers to a dedicated IVR post the completion of their calls to collect important and confidential information.

Frequently Asked Questions

Got a question? We've got answers. If you have some other questions, see our support center.

1 What is Virtual Number?

Virtual numbers help enterprises unite their distributed workforce with a single company number. Now your customers wouldn’t get irritated contacting different number to solve their issues. With just a single number, calls can easily select language preferences, set their locations and choose other particular specifications while calling on your virtual number.

2 Are Virtual Numbers normal phone numbers?

Virtual numbers mean that to anyone who calls it that it acts just like a "normal" phone number, but they give you more control over how calls to that number are routed.

3 What are different types of IVR?

  • Inbound IVR:
    An Inbound IVR empowers enterprises to cater to their high call volumes at a cheaper cost. The Inbound IVR will identify callers, section them and resolve their queries. The Intelligent IVR will only transfer calls to a live agent when the caller fails to get important information.
  • Outbound Caller:
    An outbound IVR system will make calls to the customer on either a total or partially automated dialling system. It helps to proactively distribute data and other pieces of information to the customers.
  • Speech recognition:
    These IVR systems have built-in speech recognition software that help to interact with the user. Here the customers on the other side of the phone can interact by speaking their responses rather than manually pressing keys to deviate to desired results. These IVR’s are usually complex ones and also expensive.
  • IVR for self-service:
    Such IVR services often are used by enterprises who offer basic services like bill payment, service selection etc.
  • Hosted IVR:
    A Hosted IVR system is hosted on a software platform that leverages businesses to cater to their customers 24*7. This IVR system helps enterprises to gain maximum loyalty from their customers

4 How does Virtual Number work?

When customer dials/calls on Virtual number, the calls will land up to dedicated agents working as per the preferences set by the customer. With just a single number, calls can easily select language preferences, set their locations and choose other particular specifications while calling on your virtual number.

5 Can I port my existing phone number to Virtual Number?

Yes. You can.

6 Why do I need a Virtual Number?

Virtual numbers help enterprises unite their distributed workforce with a single company number. So, customers wouldn’t get irritated contacting different number to solve their issues.

7 Can I get Virtual MOBILE Number for SMS verification?

No.

8 Why do businesses use a virtual number?

Virtual numbers help enterprises unite their distributed workforce with a single company number. Now your customers wouldn’t get irritated contacting different number to solve their issues. With just a single number, calls can easily select language preferences, set their locations and choose other particular specifications while calling on your virtual number.

9Does MyTelly offer Toll Free number as IVR?

Yes
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