Automatically route calls to the right team
IVR – Interactive Voice Response
An IVR (Interactive Voice Response) system is an automated phone solution that efficiently routes callers to the right department or individual by providing menu options. It enhances customer service by reducing wait times, streamlining call flow, and ensuring customers are directed to the most relevant person or resource without speaking to a live agent first.No more dialing into voicemail systems – users can conveniently listen to, forward, read and save messages all in one place.
Interactive Voice Menu
Working Hours
An IVR system enhances customer experience by clearly communicating your business’s working hours, ensuring callers know when to expect assistance.
By providing automated messages that state your operational hours, it reduces frustration and helps customers plan their inquiries accordingly. This clarity can lead to increased customer satisfaction and fewer calls outside of business hours, allowing your team to focus on providing excellent service during peak times. You can then forward your call to another menu or let them go to voicemail.
Greeting Messages
Greeting messages play a vital role in creating a welcoming first impression for callers. With an IVR system, you can customize your greeting to reflect your brand’s voice and provide essential information, such as directing customers to available options or departments.
A well-crafted greeting not only informs callers but also sets the tone for their experience, making them feel valued and guiding them smoothly through the next steps of their call.
What is an IVR?
Interactive Voice Response (IVR) is an automated telephone system that enables callers to engage with businesses using keypad inputs or voice responses, powered by voice recognition technology. In a contact center setting, IVR efficiently manages incoming calls by directing them to the appropriate departments or agents. It also empowers customers to access information and address basic queries independently through self-service IVR menus, eliminating the need to interact with a live agent.
