Interactive voice response (IVR) is a technology that allows computer to interact with humans through voice and DTMF tones input via keypad. In telecommunications, IVR allows customer to interact with a company’s host system via a telephone keypad or by speech recognition, after which services can be inquired about through the IVR dialogue. IVR systems can respond with pre-recorded or dynamically generated audio to further direct users on how to proceed.

Features of IVR

  • Better Customer Service - IVR system allots more for direct, specific and thorough customer service. Customers also feel that they are being better attended to. When a customer calls with specific questions, the automation can generate quick and informative responses, as well as time efficient. IVR systems in turn reduce the customer’s waiting time; cuts call volume and save time for both company and customer by answering calls on the first ring
  • Use pre-recorded IVR messages – If a person is not interested in using his own original voice on IVR, he can use pre- recorded set of IVR messages
  • Collect information about callers – IVR collects the information from the customer and directly transfer the call to related department depending on IVR input. This process significantly reduces the possibility that the caller will be transferred to the wrong department.
  • Prioritize call based on value – IVRs allows prioritizing calls based on the caller’s value. IVR will route high-value customer calls to the agent or mostly qualified allocated person to meet their needs, else they will in waiting queue. In this way a company or firm never loses high value customer due to poor customer service.
  • Infinite Customer Access - IVR systems are always available to the customers 24 hour day. IVR systems are always available to customers despite of office hours, holidays and limit employee’s availability. While opting for live representative still appeals good, but it can be offered with IVR system; however, with the system, customer have unlimited access to the company services.
  • Enhance Company’s image – IVR can create a satisfactory and good impression on customers; however, IVR system also accounts for creating lots of personalization and customer service. New startups, small scale and home based companies can create a professional image by using automated systems. Large organizations can prefer this system to maintain consistency in customer service and call volume. Either way, IVR system helps in establishing a professional image of the company.
  • Affordable- IVR systems reduces staff and expenses, enhances higher return on investment (ROI). This is something that every business owner loves.