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.
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
Represent Your Brand
Recording Calls with Real-time Reports
A Professional Persona
Increase Agent Efficiency
Frequently Asked Questions
1 What is Virtual Number?
2 Are Virtual Numbers normal phone numbers?
3 What are different types of 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.
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.
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