What is an Interactive Voice Response System (IVR)?

Interactive Voice Response system (IVR) is an automated telephony technology that allows incoming callers to access information via a response system of pre- recorded voice messages. It enables businesses to automate customer interactions via pre-recorded voice messages & Text to Speech technology.

What makes IVR Edge one of the top IVR Solution Providers in India?

Multilevel IVR

Empowers customers to seamlessly navigate complex voice response system menus, including multiple levels of options and sub-menus, enabling them to quickly access relevant information, services, or connect with the appropriate departments or agents.

Visual IVR

Combines traditional IVR functionality with visual elements displayed on a caller’s smartphone or computer screen and enables callers to navigate through menus, view visual prompts, or access additional information using touch or click inputs.

Self-Service IVR

Enable your customers with robust self-service capabilities, allowing them to complete tasks independently—such as checking order status, making payments, updating account details, and more. This not only enhances the customer experience but also reduces operational costs for your business.

Dynamic IVR

Dynamically adapts in real-time to caller inputs, context, and business rules, enabling intelligent call routing, personalized menu options, and adaptive prompts. It leverages caller history, integrates seamlessly with external systems, automates self-service tasks, and boosts both operational efficiency and customer satisfaction.

Scalability And Flexibility

Scale and adapt to accommodate increased call volumes. Add new options and sub-menus as services evolve and your business grows.

Call Transfers And Escalations

Ensure smooth call transfers and escalations to live agents when required, delivering seamless customer experience  and effective issue resolution through the automated phone system.

Supports Text To Speech Tool

Convert written text into spoken words to generate voice prompts, personalize interactions, support multiple languages and accents, provide real-time updates, and deliver consistent responses.

Supports Speech To Text Tool

Leverage natural language understanding (NLU) and automatic speech recognition (ASR) technologies to enhance IVR system interactions, improving caller experience and reducing frustration.

Outbound IVR/AOD/OBD

Implement outbound IVR campaigns to proactively deliver bulk voice messages to customers for appointment reminders, payment alerts, surveys, and other key notifications, conserving both time and resources.

AI Enabled Voice Assistance

Generate dynamic voice prompts to extract customer intent and route calls intelligently to engage customers in a contextual interaction.

Multi-language Support

Cater to a diverse customer base with multi-language support, allow callers to choose their preferred language for a more personalized experience.

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Automate Appointment Reminders

Use voice broadcasting to remind customers of upcoming appointments, helping to reduce no-shows and enhance scheduling efficiency.

Surveys And Feedback Collection

Conduct automated surveys, gather feedback, or collect customer insights, to get valuable data for analysis and improvement.

Order Status And Tracking

Customers can get updates on their order status, track their shipments, or gather details about delivery schedules.

Payment Processing

Our voice response system guides customers to make automatic payments securely using their credit cards or other payment methods.

Account Information And Updates

Allows callers to access and update their account information viz: change passwords, update contact details or manage preferences.

Interactive Surveys And Polls

As an IVR service provider, we help you conduct interactive surveys or polls to gather real-time feedback.

Emergency Notifications 

Efficiently send out emergency alerts or vital updates to a wide audience, ensuring rapid and clear communication during critical situations.

Frequently Asked Questions

What is an IVR solution?

IVR, or Interactive Voice Response, is a system that automates the handling of incoming calls via an interactive menu. By using pre-recorded voice prompts and keypad responses, IVR efficiently guides callers to the correct department or offers self-service solutions. This technology streamlines communication and enhances customer experience by reducing wait times and providing convenient options.

How does an IVR work?

When an incoming call is received, the IVR system greets the caller with a pre-recorded message. The auto-attendant feature welcomes the caller and presents the IVR menu options. The menu helps direct the caller to the appropriate selection for resolving their issue or obtaining information. Callers use their phone keypads to choose from predefined options. In advanced AI-assisted IVR systems, speech recognition enables callers to navigate the menu using voice commands. Depending on the caller’s inputs, the IVR ensures the call is routed to the right agent promptly.

What are the different types of IVR?

IVR systems can be categorized into three main types:

  1. Single-level IVR: The most basic type, where the call is greeted with a simple pre-recorded message or greeting.
  2. Multi-level IVR: A more advanced system with multiple tiers that guide callers to appropriate teams or departments based on their selections.
  3. Self-service IVR: This system empowers callers to gather information or receive assistance on their own, eliminating the need for direct interaction with a customer service agent.
Can I customize the voice prompts and messages in the IVR software?

Yes, our voice response system supports customized voice prompts and messages according to your brand’s tone and style. You can use professional voice talent or record your own voice prompts to create a personalized and branded experience for your callers.

How can an automated phone system benefit my business?

Implementing an IVR system enhances customer interactions by minimizing wait times and providing self-service options, which ultimately boosts customer satisfaction and optimizes resource use. The IVR solution brings numerous advantages, such as improved customer experience, greater operational efficiency, cost reductions, personalized service, real-time analytics, scalability, consistent branding, compliance, and round-the-clock availability.

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