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IVR options with VoIP

Updated on September 2, 2013

Interactive Voice Response (IVR) technology provides an interface to human being and detects voice and touch tones during a normal phone call. Once the menu options are setup properly, they can handle a large volume of inbound calls. It is not necessarily related to VoIP, but IVR software can be configured to work with VoIP systems without the need of expensive hardware, unlike traditional telephone systems.

IVR systems can be used to allow customers to get the information they need such as train or bus schedules where they can select the route they want or in customer service where they can enter credit card or account information without the need for agent assistance. Such systems offer many benefits to organizations.

IVR and VoIP
IVR and VoIP

Reduced costs

IVR systems allow software to handle a lot of customers in a day, especially for simple queries requiring yes/no answers or providing information such as their latest transactions or billing amount. This frees up your support agents to handle more complex interactions. You may be able to reduce your workforce or at least reassign employees to work on more productive tasks than answering routine phone calls.

Improved customer service

Often, the bulk of inbound calls to customer support consists of providing the same information to hundreds of callers. IVR systems allow callers to get the information they need at any time, without using expensive human agents in call centers, often located in other time zones. They can also identify customers using caller ID and ask them to input authentication details before talking to an employee, so they have all the information needed even before engaging with customers.

Integration with other systems

Sometimes IVR solutions are integrated with automated call distribution (ACD) systems, which route calls to agent groups. ACD systems can automatically transfer calls to IVR based on the time of day or whether it is a weekend. They can also switch incoming calls to IVR when service staff are busy and route them back when a person is available for support. Smart IVR technology can also show pop-ups on the agent’s monitor with customer information, so they don’t have to repeat themselves.

While many people are making the transition to internet commerce, a lot of consumers still prefer to use the telephone and talk to customer support staff. Although IVR systems are older phone technology, integrating them with VoIP allows businesses to combine the benefits of phone conversations with the agility offered by internet protocols to enhance customer satisfaction. Sign up for a business VoIP trial to find out how easy it is to get started.


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