Interactive Voice Response System plays a vital role in modern contact centre solutions, helping develop businesses on different platforms. It provides self-service options to the customers and helps the company save time and cost-cutting. The IVR has become so popular that no one in the world will interact with this automated telephony system or even listen to the pre-recorded messages. Let’s dive deep into what it is all about.
What is an Interactive Voice Response System?
The Interactive Voice Response System (IVRS) uses technology that automatically directs callers to various agents or departments by predetermining queries without any human intervention. An auto-attendant is similar to an Interactive Voice Response System. However, with an IVR, you interact with automated assistance rather than dialling numbers. You will be directed to a human representative to respond to your inquiries, for instance, to the appropriate department.
Applications of IVR
- Receives, routes and processes calls automatically without human involvement.
- It provides you with services like automated balance checks and inquiries.
- You can conduct consumer surveys in a hassle-free manner.
- You can contact your prospective clients, deliver promotional offers and discounts.
How does a call move through an IVRS?
A call moves through the Interactive Voice Response System using the IVR software in the
following ways:
- The process initiates when a customer makes a call to the company.
- The integrated software connects the caller to the interactive voice response
system. - The customer then chooses from the options offered by the IVR software to reach
the desired department or service desk. - Later, the customer is either put through a queue awaiting an agent or directly
contacting the concerned department.
How does an IVR work?
It functions by using preset answers to frequent audio cues, and depending on the system, it may also include the ability to record caller voice instructions for later use. Interactive Voice Response Systems that are more basic rely on keypad input to navigate the menus but are still an excellent way to cut down on overall call times and speed up the customer care process. Although widespread adoption of AI is still a way off, more sophisticated IVR platforms rely on it to enhance the overall call experience.
Benefits of using an IVR
- Quality database: Collect quality data during customer interactions, improving your business operations and making data-driven decisions.
- Call Routing: The customer calls are redirected to the right agent or department most capable of fulfilling their needs. Your customers can always reach someone whenever they need to.
- Pre-recorded Messages: Playback pre-recorded welcome messages, reminders, and other relevant information to the callers using an interactive voice response system.
- Cost-effectiveness: IVR systems act as virtual receptionists and handle a massive volume of calls by reducing the number of agents engaging in welcome calls. This saves the operating costs of your business.
Interactive Voice Response System is an automated interactive communication system that can be integrated with your business software extensions. This pre-programmed interactive system helps connect with your customers seamlessly by reducing call queues and waiting time. Starting from pre-recorded greetings & reminders, IVR also provides services like call routing, virtual assistance, and data collection, which can be used to provide a better customer experience.