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Interactive Voice Response (IVR)
Interactive Voice Response (IVR)
Daria Oliinyk avatar
Written by Daria Oliinyk
Updated over a week ago

IVR (Interactive Voice Response) — is a technology that allows telephone users to interact with a computer-operated telephone system through the use of voice and DTMF tone input with a keypad.

IVR is crucial for optimizing customer service, improving operational efficiency, and providing callers with a seamless and personalized experience. When implemented effectively, IVR systems contribute to overall customer satisfaction and help businesses manage their communication channels more efficiently.

Here are some key reasons why IVR is considered necessary:

  • Enhanced Customer Experience:

Well-designed IVR systems contribute to a positive customer experience by providing quick and convenient access to information. Callers can get the information they need without waiting for a live agent, leading to faster problem resolution and increased customer satisfaction.

  • Efficient Call Routing:

IVR systems help in efficiently routing calls to the correct department or individual. By providing a menu of options, callers can select the appropriate category, which ensures that their call is directed to the most qualified person or department to address their specific

  • 24/7 Availability:

IVR allows businesses to provide round-the-clock service. Even outside regular business hours, IVR systems can handle basic queries, offer information, or guide callers to leave messages. This enhances customer satisfaction by providing continuous access to information and support.

  • Cost Savings:

By automating routine and repetitive tasks, IVR systems can significantly reduce the workload on customer support agents. This not only increases efficiency but also helps in cutting operational costs. Simple inquiries or transactions can be handled automatically, leaving agents to focus on more complex and high-value interactions.

An example of a simple "Voice Menu IVR" scheme

A simple voice menu looks like this:

Hello! Welcome to the "Intellectual systems" company.

  • Press 1 for the sales department

  • Press 2 for the marketing department.

  • Press 3 for the support.

  • Press 5 for the accounting.

Thank you for the call.

The implementation of such a menu will allow the processing of more than half of the calls without the participation of the secretary, as well as dividing customers into 3 groups

  • A potential customer who calls for the first time — the sales department;

  • An active client of the company who needs help — the support/accounting department;

  • Advertising calls from other companies — marketing department.

Conditions for dialing extension numbers

An extension number is a department number or a manager's personal number. This is the number that the customer puts in tone mode during the call with a keypad.

The time for inputting an extension number allows you to set the time interval required for entering an extension number after playing a voice greeting with a list of company divisions.

The minimum recommended time is 4 seconds.

Number of digits in extension allows you to set the maximum number of digits in the extension number.

Value 1 – (0, 1, 2, …, 9);

Value 2 is (0, 1, 2, …, 9, 10, 11, 12, … 99).

The maximum value is 16 digits.

Pay attention! The value of the number of digits in the number sets a limit only on the number of digits, while if you select the value to 3, customers will be able to enter additional ones, such as 1, 2, 3, and 10, 11, 12 or 111, 222, 333.

Amount of extension retries allows you to specify how many attempts client will have to put an extension number after an unsuccessful entry or no entry. Values ​​from 1 to 3 retries or no retries are available for selection.

We recommend allowing the customer two attempts to put an extension number.

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