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Interactive Voice Response (IVR)

What is an IVR?

IVR stands for Interactive Voice Response. It is a technology that allows a computer system to interact with callers through the use of voice and touch-tone keypad inputs. IVR systems enable users to interact with the system, gather information, and complete transactions without direct human intervention.

IVR systems are widely used in various industries, including telecommunications, banking, healthcare, and customer service, to streamline interactions, improve efficiency, and enhance the overall customer experience.

Key features of IVR software

Voice Prompts

IVR systems use recorded voice prompts to provide information and instructions to callers. These prompts guide users through the available options.

Keypad Inputs

Callers can use their telephone keypad to input responses or make selections based on the voice prompts. For example, pressing a specific number could lead to navigating to a particular menu or department.

Menu Options

IVR systems present a series of options to callers, often organised into a hierarchical structure. Callers can choose the option that corresponds to their inquiry or the action they want to take.

Call Routing

Based on the caller’s selections, the IVR system routes the call to the appropriate destination. This could be a specific department, extension, or a pre-recorded message with relevant information.

Self-Service Transactions

IVR systems often include self-service capabilities, allowing callers to perform certain transactions without the need for human assistance. This can include checking account balances, making payments, or accessing information.

Integration with Systems

Advanced IVR systems can be integrated with backend systems, databases, or customer relationship management (CRM) systems. This integration enables real-time information access and personalised responses based on the caller’s history or profile.

Fallback Options

In case a caller is unable or unwilling to use the IVR options, the system usually provides a fallback option to connect the caller to a live operator or customer service representative.

Multilingual Support

Some IVR systems offer multilingual support, allowing callers to choose their preferred language for interaction.

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