The Ultimate Guide to Interactive Voice Response

Posted by provoiceusa on February 15th, 2021

Interactive Voice Response is an automated phone system that interacts with callers through voice and/or touch-tone keypad selections. 

With modern IVR systems, you can gather the input and responses using voice recognition. Conversations are either pre-recorded or generated audio which assists or route calls automatically without a live operator.

Within these interactions, clients can communicate by using either the touch-tone keypad selection or voice telephone input. These systems allow your clients to navigate your contact center and find an appropriate solution. For your team, this means the customers themselves route calls to appropriate parties. Overall, this results in fewer incoming calls, lower operational costs, and increased productivity for your team members.

The IVR system consists of telephone equipment, software applications, a database, and the support infrastructure. IVR software delivers a pre-recorded greeting and then asks the caller to choose an option from a set menu. Below is a list of the benefits of having IVR Prompts. 

Better Customer Service

Unlimited Customer Access

Wider Personalization

A Better Company Image

More Company Profits

Increased Production

Commercial voice over

Error Free

Some of the applications for the IVR include:

Call center forwarding.

Office calls routing

Bank and stock account balances and transfers

Surveys and polls

To sustain the growth of your company, you need to consider effectively managing the customer’s experience. This is majorly through automation, and that is the reason you have to consider IVR technology.