Interactive Transactional Voice Response (IVR)
Inbound calls streamlined

IVR or Interactive Voice Response is a system which allows incoming callers to navigate a phone system before talking to an agent. It is simple and effective and will significantly reduce costs and increase efficiency within any company.

The IVR (Interactive Voice Response) plays a welcome message, identifies the contact or call centre service, the selection service required and the subsequent allocation of the caller to an agent. It maintains a queue if all the agents are busy. IVR systems allow companies to easily handle high call volumes. This includes playing pre-recorded music and/or announcements to assure the caller that the call is still active. The IVR provides the caller a ‘break out’ option to voice mail or other telephone numbers.

 

IVR Benefits

 

The Interactive Voice Response (IVR) is the first contact your Customer or potential Customer has with your company. Are your customers frustrated with being transferred to different departments?

• Identify your customers by caller ID or with a customer code.
• Prioritise your customers for different service levels.
• Allow for overflow, after hours or outage conditions.

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