Interactive Voice Response for Business Phones

Interactive Voice Response for Business Phones

Interactive Voice Response for Business Phones

The term interactive voice response (IVR) is a broad term referring to technologies that enable telephone users to interact with automated systems.

Though the technologies may vary widely, the common element of all IVR systems is that they are designed to allow the caller to complete a task without requiring human intervention every single step of the way.

An IVR system may be used by a company to poll customers, by a school to give announcements to students, or even by City Hall to conduct polls.

What is the use of IVR?

IVR or Interactive Voice Response is a technology that is widely used in Automated Call systems. The main purpose of the technology is to let a call centre agent take control over the customer’s call and perform tasks.

Besides providing information such as promos, updates, or important instructions, it can also inform callers that their calls will be recorded, and will ask them if they are comfortable with that.

It was traditionally used only for organising call queues at call centres. The truth is that IVR systems have come a long way since their first development and are now often made use of to automate simple processes so that callers are able to self-serve. Simple business phone needs, such as customer service queries, can be handled by this service.

The following are examples of what IVRs can now do:

  • Check the balance of your account
  • You can access your account information
  • Passwords or PINs can be changed
  • Access information (such as product prices, directories, etc.)
  • Obtain leads by filling out surveys and lead forms
  • Transfer small amounts or make small payments

How do you set up your IVR?

IVR setup used to be a difficult process. With a cloud-based call centre solution, setting up an IVR is no longer a problem.

Berry Telecom makes it easy even for people without programming experience. Through a simple drag-and-drop interface, you can customize the IVR platform using your web browser.

As a result, you and your staff can design and customize the IVR menu and call flow based on what you think will best serve your customers. As a result, operational costs are reduced.

Integrating IVRs with different apps

There are three main parts of an IVR system: the ‘Advanced Messaging’, which is where you send texts and emails; the ‘Alerts’ list which you can use to receive updated information about calls, texts, and emails; and the ‘Post Data’ section which is where you can upload files such as images or videos.

IVR can also integrate with other apps such as Google Talk, Facebook Chat, and Twitter.

Here are some examples:

  • An integrated CRM system enables the IVR to retrieve more customer information and improve classification, enabling the system match him or her to the right agent
  • Automated payment options are offered via phone through payment gateway integrations.
  • The back-office systems can be integrated with interactive voice response so callers can get updates directly over the phone without having to talk to an agent

Benefits of IVR

The adoption of an IVR in your contact centre can provide your organization with many benefits and advantages.

Among the most common are:

  • Reduce stress
  • Privacy and security issues are resolved
  • Easy to customize
  • Improve call volume
  • Improve customer experience
  • Continuous availability 24/7
  • Reduces manual errors

With a smart scripted IVR system, Berry Telecom helps its client’s customers to easily navigate the system. The IVR software we offer saves time and allows brands to serve customers all day.

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