Wondering what is IVR system? Want to know the benefits associated with using IVR software for your business? If yes, then you are on the right page. Keep scrolling to know the details regarding the IVR solution.

What is IVR?

IVR or Interactive Voice Response refers to an automated call management solution that helps initiate communication between the business and the customers with a personalized greeting followed by offering a category of menus to select the desired query. Mtalkz hosted IVR system (IVRS) allows you to personalize the service to the customers.

Benefits and Features Of IVR

There are various benefits associated with using an advanced, multi-level IVR software which includes:

  • Using IVR systems helps to increase customer service efficiency.
  • It helps to increase overall customer satisfaction by gathering the information you need from the customer, thus creating a much more efficient workflow.
  • IVR software collects information about your customers and redirects calls to the most appropriate agent or department according to the customer’s needs. 
  • It can also help you prioritize the calls and set calls to the specific agents.

How does it work

The Interactive Voice Responses can be pre-recorded in the form of audio files or digitally generated voices and can thus assist, direct, and route calls automatically based on user responses. The clients can communicate either by using the touch-tone keypad option or by voice input. The responses of the customer can be in the form of:

  • Voice
  • Callback

Advantages of using IVR

The best part of using IVR solutions in your business is that these features are used without live operators assistance. This helps to reduce the number of people needed to address customer concerns and limits the amount of time skilled agents have to spend on more menial tasks, like call routing. Thus, it results in fewer incoming calls, lower operational costs, and increased productivity for your team members. While integrating IVR software with your contact center, you need to map out the IVR script and how it interfaces with your customers?

Hence, An Interactive Voice Response map should have the following:

Before integrating an IVR software, you need to map the IVR script and the interface. An Interactive Voice Response map should have the pre-recorded welcome message, which includes a menu for language options, a menu for services related to purchases and sales or repairs, music on hold (MOH), and a LAN option for redirecting calls to active agents.

For IVR solutions, you can visit the Mtalkz website. It offers the best services that help businesses to expand and grow in the competitive market. Make your life simpler by bringing Mtalkz API to your business.

Related Article : How to build an IVR System