What is an IVR?
Interactive Voice Response (IVR) is a technology that facilitates automated interactions between computer systems and callers through voice and touch-tone inputs. IVR systems, commonly used in call and contact centres, handle routine tasks without human intervention. Key components of an IVR solution include voice recognition, touch-tone input, pre-recorded messages, and database integration.
The benefits of IVR in a contact centre
IVR reduces labor and operational costs by automating routine inquiries, minimising the need for human agents.
IVR efficiently handles multiple calls simultaneously and routes them to the appropriate department, reducing wait times and improving customer satisfaction.
IVR delivers consistent and accurate information to all callers, ensuring a trustworthy brand image.
IVR intelligently directs calls based on caller input, reducing transfer delays and increasing customer service efficiency.
IVR collects and validates caller information, enhancing the efficiency of customer interactions.
Routine tasks like balance inquiries are automated, freeing agents for more complex inquiries.
IVR easily handles increased call volumes during peak periods, maintaining consistent service levels.
Reduced Wait Times
IVR minimises caller wait times, improving the overall customer experience.
IVR provides quick access to information and self-service options, enhancing customer satisfaction.
IVR integrates with other service channels, ensuring a unified and efficient omnichannel experience.
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How Opus' contact centre consultants can assist you
Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support. Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs.
Our specialist contact centre services include but are not limited to:
- Workforce Management
- Workforce Optimisation
- Artificial Intelligence
- Knowledge Management
- Speech Analytics
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