IVR stands for Interactive Voice Response. It is a technology that allows a pre-recorded voice to interact with humans through voice and DTMF tones input via the keypad. Meaning, when you call, the voice on the other end will be computer-generated. You use your phone’s keyboard to create a certain outcome.
This is the simplest form of IVR. In this type, you can only add a single layer of IVR to your call flow. Single level IVR is perfect for simple use cases where one input is enough to connect an agent or trigger a message.
You can think of multi-level IVR as an IVR within an IVR. Sometimes it’s unmanageable to create an IVR menu with a 0-9 prompt. In this case, you can use multiple layers of IVR in your call flow to streamline the workflow.
This method allows your customer to pay for services availed using their mobile phones. From ordering movie tickets to home delivery, almost every division has used IVR for payments at some point.
Cash on delivery orders, if not verified, incur huge expenses for companies. Companies now use a simple IVR system that ensures the order is verified by the customer before it goes out for delivery. This saves time, money and human resources for the company at stake.
A system that is completely automated is one of the most basic uses of IVR. It is the easiest way to communicate with people of all languages, without having to hire people who speak all these different languages.
With IVR, all a customer has to do is call the number given by the company, punch in his user ID and he gets the status of his order. This makes it simple for the customer while also avoiding the human intervention, thereby reducing the need for extra manpower.
Greet your callers with a clear and concise IVR greeting
Press 1 for Sales, 2 for Support etc. Give your customers the best experience
With Exotel’s IVR number, you can work from anywhere
Time-based and team-based call routing on the caller’s input through your IVR system.
Agent-wise Reporting and Call analytics everyday on a real-time basis
Add/Remove agents with a click of a button. You can also scale your calls without any inhibitions!
India’s largest cab aggregator, Ola uses Smart IVR to gather driver training feedback and engagement.
Foodtech unicorn Swiggy uses automated IVR calls to notify the restaurant when an order is placed. This helps them save order delays.
India’s largest online bus ticketing platform, RedBus uses Smart IVR to handle ticket cancellation and refund status enquiry.
Improve your product/service using call recordings of your IVR calls, available in your inbox
Our Smart IVR feature ensures your customers speak to the right person who can help them with what they are looking for. The easier it is for your customers to get connected to the right person, the happier your customer will be.
IVR systems can be used as an effective channel to collect valuable feedback from the customer which can then be used to improve your service.
With automated IVR systems, there are now streamlined processes in place. Your company is now able to have a process in place for all mundane tasks so that your staff can focus on other key activities.
A customer does not have to speak to an agent each time. The IVR can handle a large volume of incoming calls. For instance, if the customer wants to know the order status, he can directly be conntected to an IVR instead of speaking to a human agent.
Not all companies have a 24×7 customer support. In cases like these, IVRs can help. Simply set up with a greeting that mentions your office is closed and also mentions your work hours. This will help customers call back during your business hours.
With Exotel’s IVR, you can decide what your customers hear. Say for instance someone is calling for the first time, then you can play a greeting that different from when a person is calling the second or third time. Personalization is important because it helps your customer listen to more relevant information.
If you have called a customer support number before, you must have experienced Inbound Call IVR. You can use IVR to connect the dialer to the right department, send information via SMS and more. Inbound IVR systems are popularly used for customer support, order tracking and more.
IVR can be implemented for Outbound calls too. For instance, you can make automated calls with a pre-recorded message that will play when the person on the other end answers. You can use IVR to accept input from the customer. Outbound Call IVR is especially useful for feedback, surveys and COD confirmation.
An Interactive Voice Response (IVR) system allows businesses to enable their customers to self serve by configuring multiple IVR options. For example – a Bank IVR can configure multiple self-serve options like – Press 1 – Know Your Balance Press 2 Credit card related Information Press 3 Demat account-related information Press 4 Current account-related information Press 5 Talk to Agent Press 6 Go back to the previous menu.
Yes, Ameyo Synthesizer allows you to design your own interactions and call flows using a simple, easy to use drag and drop tool. Ameyo synthesizer also help you to configure ACD nodes additionally helping with call distribution to Agents.
An IVR blaster is primarily used to collect customer feedback and send bulk notifications to customers. For instance, after an order is delivered, an automated call is placed to the customer asking them to rate their experience like Press 1 for ‘poor’ or Press 5 for ‘satisfactory’ and so on.
IVR configurations get complex as a business expands its products, services & reach of markets. We at Ameyo acknowledge the growing needs and complexities of businesses and cover multiple use cases for businesses of varied sizes and complexities. Few of our IVR highlights being:
– Multiple level IVR
– Multi-lingual Support
– Self-service options
– Dynamic IVR – Change real-time prompts based on CRM/Database
– Non-business hours support
– Personalized messages
– Easy CTI and CRM Integrations
– Call logging and reporting mechanisms
Having a complete call center suite for your business will help you achieve all these and a lot more.
The cost of an IVR system depends on various factors such as the number of agents, the business setup, etc. To get the best IVR pricing, talk to us today.
This IVR is part of our complete call management suite, Ameyo Voice. You can reach out to us here for further details.
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