Interactive Voice Response (IVR) Solutions

As one of the leading IVR service provider, we offer cost-effective & efficient cloud IVR services that businesses can use to intelligently route customers’ incoming calls to the right desk, making it easy for customers to connect with your sales or support department as and when required.

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.

How does a Cloud IVR Solution work?

Cloud IVR solutions helps businesses to automate customer interaction & ensure no call goes unanswered. It enables them to answer the incoming calls through an automated interactive response system triggered basis the response provided by the caller. It can be used to answer customer’s basic questions with pre-fed responses in the system or route calls to an agent when required.

How are we different from other IVR Solution providers?

Our cloud IVR solutions come with an option for AI assisted call management system that can respond to both human voice & keyboard inputs.

Key Features of IVR Solution

Multilevel IVR

Multi-language support

Self-Service IVR

Integration with popular CRM Software’s / 3rd party applications / database

Process wise Blacklist Caller Management

Advanced Calendar Management for Working / Non-working Hours

Supports Text to Speech tool

Supports Speech Recognition tool

AI enabled voice assistance

Notification via API to customers for incoming calls

Key Benefits of IVR Service

24×7 self-service for customers

Manage large call volumes

Reduce operational costs

Reduced load on agents

Boosts business efficiency

Frequently Asked Questions

What is an Interactive Voice Response (IVR) solution?

Interactive Voice Response Solution or IVR system, is an automated call management software that facilitates inbound callers to get answers to their queries via pre- recorded voice messages, alternatively directing them to an appropriate desk based on the options selected by them from the IVR menu. They are a potent tool to steer your customers to the right customer care agent and enhance customer satisfaction.

How does an IVR work?

Upon receiving an incoming call, the IVR system responds to a caller by announcing the pre-recorded voice messages:

The auto-attendant feature is used to greet the callers and offer the IVR menu options
The IVR menu guides the caller to select an option for the resolution or information required
Callers use their keypads to select pre-determined options
AI assisted IVR systems use speech recognition to assist callers navigate the IVR menu through voice commands
Based on the inputs provided by the caller the IVR facilitates routing of the call to the right agent in the quickest time

What are the different types of IVR?

There are three major types of IVR systems

Single-level IVR is the simplest type of IVR where the call is answered with a pre-recorded greeting or message
Multi-level IVR is a hierarchical IVR with multiple layers to respond to customer queries based on inputs provided by the caller
Self-service IVR allows callers to acquire information or attain assistance automatically without speaking to a customer care agent

What are the key benefits of deploying an IVR?

The following are some of the benefits of using an IVR:

Handle large call volumes with a multi-level IVR and enhance productivity with a small team
Deliver a personalized experience through welcome greetings
Be available 24 x 7, even after the business hours, route calls to remote agents or even to a mobile phone
Prevent frustrated customers from hanging up and abandoning the transaction
Automated call transfer allows high value / priority callers to cut through the queue
Significantly increase first contact resolution
Reduce operational costs and increase ROI