In this blog entry, the professional TriState area cloud-based communications for businesses experts here at QTech will answer some of the most frequently asked questions that we receive about Interactive Voice Response (IVR) technology.

What exactly is IVR?

IVR is an automated telecommunications technology that automatically interacts with callers through touch-tone input or voice. It utilizes recorded messages, dynamic menus, and speech recognition to guide users to desired services or information. IVR systems can answer calls, route calls, provide self-service, collect caller data, and work with databases to provide personalized responses.

IVR essentially works like a virtual receptionist, and directs complicated issues to human agents, streamlining your customer service.

How does IVR work?

IVR works by greeting customers, providing language options, and then providing a menu of choices, allowing the customer to say the desired choice or press a corresponding number on their keypad. IVR boasts systems including:

  • Menu Navigations and Customer Interaction – an IVR system provides a greeting as an auto-attendant of an automatic call distribution system. Menus can be one or many layers deep. The option the caller chooses is recognized by the push of a button using dual-tone multi-frequency signaling technology.
  • Call Routing – When an option is pressed, the IVR routes the call to the employee, queue, department, or message that you’ve programmed in your IVR application.  This might include a callback option that allows callers to leave calls but keep their position in the queue.
  • Error Processing – If a caller makes a mistake in their selection or needs more assistance, the IVR provides options for menu repetition, connection to a contact center agent, or makes it easy to escalate the issue.
  • Call Analytics – IVR systems track call interactions (both self-service and those handled with agents), provide information on call volume, issue resolution rates, and rates customer satisfaction to help your business improve performance. 

What are the main benefits of IVR for businesses?

  • Customer service improvements
  • Wait time reductions
  • Lowered operational costs
  • Improved employee productivity
  • Data-driven analytic insights
  • After-hours call maintenance
  • Easy scalability with new employees and locations

What are the main benefits of IVR for customers?

  • Fast service
  • 24/7 availability
  • Convenience with no need to speak to live agents
  • Multi-language support that caters to a wide customer base