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Interactive Voice Response (IVR) system
Interactive Voice Response (IVR) system
What is an Interactive Voice Response (IVR) System?
Interactive Voice Response (IVR) is an automated telephone feature in modern communications and call center systems that has significantly transformed the way businesses handle inbound calls. IVR allows customers to get information or submit requests through voice commands or using a keypad, without having to speak with a live agent.
For example, when you call a company and hear a message like: “Press 1 for sales, press 2 for technical support”, you are interacting with an IVR system. Businesses can also record customised greeting messages to create a more engaging customer experience.
The IVR system improves efficiency, reduces costs, and enhances customer satisfaction. In this blog, we explore how an IVR system works, and its importance for modern businesses.
How does the IVR system work?
Here’s a simple example of how IVR works:
When a customer calls your business, the system presents options such as “press 1 for sales” or asks the caller to state what they need using their own voice, the first method is based on DTMF (Dual-Tone Multi-Frequency) technology, while the second uses Natural Language Processing (NLP).
Once the customer selects the appropriate option, the system can route them directly to the relevant department or present another menu to gain more details from the customer. After that, the system then provides the requested service, and if the request is complex, it can schedule a callback or transfer the call to a live agent.
This method is used to handle simple customer requests such as checking account balance or confirming appointments without the need for an agent’s intervention. In more complex cases, the call is transferred to a specialised agent.
IVR uses in different industries:
IVR solutions have been used in many fields and here we highlight the most prominent examples of its use:
Education Sector:
Education centers and institutions can allow parents to check their child’s grades or attendance record through the IVR system by entering a pre-assigned username and password for each student.
Government sector:
Callers can find out the schedules and locations of government institutions as well as information about licences, taxes or insurance, with the ability to lead and submit requests to the relevant department.
Healthcare:
IVR is used for data gathering and questions about patients’ medical history, appointment scheduling, providing test results, following up with patients after hospital discharge, and patient satisfaction surveys. In some hospitals, it is used to remind patients of medication dosage times.
Hotels and hospitality sector:
IVR speeds up booking and cancellation processes, enhances customer service for hotels, and facilitates reservations for trains, buses, and car rentals.
IVR System Benefits
The IVR system provides competitive advantages for both small and large businesses and enhances the digital transformation and automation of various tasks within the business. Some of the most distinctive benefits of ivr:
Improving Customer Experience:
Callers are directed immediately to the appropriate department, reducing waiting time and increasing the chances of resolving the issue on first contact (first call resolution). 24-hour support can be provided without the need for after-hours agents.
Reducing Operational Costs:
Reduces call load on staff and allows access to important information during holidays or off-hours. Callers can also leave a voicemail to request a callback later.
Reducing Human Errors:
The IVR system helps minimise dependence on staff for note-taking or call transfers, which increases the accuracy and efficiency of the service.
Data collection:
Customer requests can be automatically tracked to gather accurate data on the most common questions and issues.
Enhancing the Company’s Image:
An IVR system improves the image of small businesses, giving them a professional and reliable appearance that is comparable to larger companies. When a customer calls and listens to well-organized IVR messages, they immediately get the impression that the company is committed to providing every possible means to deliver excellent and efficient customer service.
Enhancing Security:
Some IVR systems use voice recognition to verify the identity of the caller, which strengthens security when dealing with sensitive information such as bank accounts or medical results.
Telsip — an all-in-one cloud communications platform that combines a cloud PBX, a cloud contact center, unified OMNI channels, and a WebRTC-powered softphone, with seamless CRM integration and professional support; it delivers intelligent call management, unified conversations, and real-time reports that enhance your team’s efficiency and your customers’ experience.
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