What Is Interactive Voice Response or IVR?
Interactive voice response (IVR) allows people calling into a phone number to interact with a telephony system by pressing numbers that transmit DTMF tones. IVR systems also say words and execute responses based on what numbers the caller presses. Overall, IVRs are common phone menus we use every day when calling companies and organizations.
Benefits of IVR Systems
- Automates & Customizes the Customer Support Experience
- Routes Customers to the Right Department/Representative
- Boosts the Companies Professional Image/Brand
- Capable of Handling Large Amounts of Call Volume
- Use Unique Pre-Recorded IVR Messages Customers will Hear
- Gathers Important Information About Incoming Callers
When to Use Interactive Voice Response
The primary use case for IVR systems is for companies that would like to automate their inbound and outbound calls by routing them to the right department and/or agent. Besides that, there is no real other use for this type of software.
IVR Systems are Perfect for
- Automating Customer Support
- Collecting Customer Information
- Customizing Caller Experience
Different Parts of an IVR System
An IVR system is made up of telephony equipment, multiple software applications, a referential database, and any supporting infrastructure.
Telephony is a phone technology that can electronically transmit voice, and other information between two parties in distant locations using a telephone/mobile device that carries a speaker/transmitter, and a receiver.
Referential databases are databases that follow a relational concept that says each table in the database must have relationships that are always consistent. Overall, this means that foreign key fields must agree with primary keys that are being referenced by the initial foreign key.
In regard to IVR systems, a supporting infrastructure is a collection of hardware, networks, data centers, software, and facilities used to develop, test, and monitor the IVR system technology.
Interactive Voice Response Benefits
Automate Customer Support
Simplify your company’s incoming calls for customer support, and save time and money by allowing CDYNE’s Phone Notify! API to automatically route callers to the right department/agent so you don’t have to manually.
Handle Large Call Volumes
Whether your company is large or small, our API can handle large volumes of incoming callers—unlike other voice broadcasting services. You can trust Phone Notify! to always take care of business for you.
Gather Customer Information
Rather than allowing customer support to waste precious time asking the customer questions, use the Phone Notify! API interactive voice response feature to collect their data before speaking with a representative.
Boost Company Image
Being able to present your business as a professional establishment is always important whenever you’re dealing with customers or prospects. Take advantage of IVR and connect differently with your audience.