What is IVR System?

The Interactive Voice Response System (IVRS) allows users to automate call routing and create interactive voice response applications.

In conjunction with automated call distribution (ACD) systems, IVR systems help callers to contact the right support agent when their needs are not met by self-service options.

In telecommunications, Interactive Voice Response (IVR) enables customers to interact with an enterprise-hosted system of telephone keypads and voice recognition services to inquire about interactive voice response dialogues (IVR). An IVR system processes your call with IVR software that allows an organization to record pre-recorded greetings and menus that customers can access from the keyboard of the phone. The system plays a recorded greeting to the caller, announces menu options, connects the caller with a qualified agent, transfers him to a queue, and facilitates self-service operations such as account balances and operating hours.

On an IVR platform, voice recognition features allow calls to be directed to a dialogue, meaning the caller can give a verbal answer or navigate through menus from the keyboard of his phone.

Automated Greetings with Interactive Voice Response:

Interactive Voice Response (IVR) systems configured to take customers’ experience into account can play an important role in making call centers more efficient and improving the service quality. For example, if a company specifies different telephone numbers in its TV commercials or has its billboards, IVR can play different greetings for calls or TV commercials or offer customers different menu options.

Set specific voice messages in the IVR menu to give relevant information to your customers without waiting for an available agent. When a caller wants to talk to a live agent, the IVR uses the relevant caller data to forward the call to the relevant agent or department, which improves customer support management.

The Biggest Advantage of Integrating Computer Telephony:

Integrating computer telephony technology with IVR software improves the flow of calls and reduces waiting times, resulting in higher overall customer satisfaction. In cases where a customer needs to ask to speak to a customer in person, IVR technology can help guide the call to the best call center agent to answer customer enquiry.

IVR systems understand voice, touch, and keyboard input, collect caller information, and forward calls based on these inputs. IVR software uses pre-recorded phone directions and menus to give callers the ability to receive options and information managed in a remote database or web server.

An IVR system provides caller information with pre-recorded audio and dynamic text-to-voice functions. For example, you can use IVR to record the information that your caller is looking for such as hours of operation, address, and contact details of your business, so that your agent can focus on meeting complex customer needs. Although the system may not meet all caller requirements, it automates the first steps of gathering information and directing callers to the right group of agents.

Define Pre-recorded Messages to Engage Callers:

VoxDesk bespoke IVR software provides callers with information in the form of recorded voice messages that can be converted with our text-to-speech translator in real-time. As mentioned above, IVR menu trees can help integrate call routing into ACD systems by using spoken callers or touch responses as they navigate through the IVR system to forward the call to the right agent. In other words, the interactive voice response system (also known as the IVR) is an automated technology with pre-recorded instructions, questions and suggestions that you can hear on the phone, just like conversations with a real agent.

Many IVR systems from the network obtain CTI data such as accounts numbers, personal information, and biometric data to identify callers and forward inquiries to the relevant customer service representative. Callers can access basic information during regular business hours when agents are busy processing other calls from your phone number in the IVR menu.

Interactive Voice Response (IVR) is an automated telephone system that works with callers to collect information and relay the call to the appropriate recipient. Create a multi-level IVR menu to guide callers through different options to ensure they are directing to the right department, the right agent or a group of agents, receive relevant information, and customize the message. Interactive Voice Response is a technology that can interact with a caller to collect the required information and then forward a call to a specific, appropriate recipient (e.g.

Automated Telephone System - Interactive Voice Response:

Interactive Voice Response (IVR) is an automated telephone system that integrates pre-recorded messages, text-to-speech technology, and a bi-color multi-frequency (DTMF) interface to engage callers and to provide access to information for a live agent. Voice-activated dialing systems (VAD) and IVR systems are used to automate routine calls to exchanges, telecom exchanges, and private automatic branch operators used by many hospitals and big companies to reduce caller wait times. The IVR system not only retrieves information from callers by viewing a menu of options but also offers help by directing callers to the appropriate representative who asks for help.

Its native visual IVR system that allows customers to navigate through the IVR options via a mobile app appeals to a wider audience, including younger and more tech-savvy users who prefer mobile apps over traditional telephone calls. It also increases self-service capacities and reduces the number of expensive calls your call center has to take.

Interactive voice response systems, also known as IVR, enable users to be identified and routed to appropriate agents, enabling companies to increase efficiency and reduce costs as a result of customer segmentation. IVR surveys collect the caller's responses to their satisfaction with the agents and the IVR system itself. These responses are fed into the contact center reporting tools to make important performance indicators visible.

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