To streamline the management of incoming calls for businesses, IVR, or interactive voice response, is an effective solution. It automates some of the interactions and directs callers to the most relevant department. It is therefore the ideal tool for optimizing customer service and increasing productivity. Between telephony, automation, and voice recognition, how does IVR actually work?
The interactive voice response system, or IVR, is an automated system that efficiently manages a company’s call routing via an interactive voice menu. When a call comes in, the IVR gathers information about the customer through a series of prompts (questions or choices) that then direct the caller to the most appropriate agent or department.
The interactive voice response system has multiple objectives. By redirecting callers to the right contact person, it saves valuable time, which helps optimize the company’s productivity and improve the customer experience. This is achieved in particular by personalizing the customer journey, made possible by the collection of information, and by automating simple tasks (giving a balance, confirming an order, providing information on processing times or opening hours, etc.).
Thanks to the rise and precision of artificial intelligence and voice technologies, IVRs are strategic tools with numerous advantages for all call centers.
Once the customer dials the company’s IVR number, several steps follow:
The response is then processed by the IVR, which can direct the customer to the appropriate agent or service. In some cases, it can also answer the simplest and/or most frequently asked questions or offer an alternative such as scheduling a call or sending information by text message or email.
Designed to filter and route calls, Vocalcom IVR is a powerful and easy-to-use tool with a wide range of features. It is not limited to simple call management. This solution offers unlimited options for easily creating a personalized customer journey by accessing customer data via the CRM to perfectly meet their needs. Integrating an IVR with your CRM will allow you to collect and update information as well as trigger business processes.
With its intuitive drag-and-drop graphical interface, the tool makes it easy to create customized voice journeys for all businesses. On the customer side, there are also voice self-service options available at any time, which are essential for getting quick, simple answers without having to wait for an agent.
In addition, there are advanced features such as ACD, which intelligently distributes calls based on agent availability, and an omnichannel approach, connecting the IVR to other communication channels.
All these advantages guarantee a smooth and consistent experience for customers and optimal operational efficiency for agents!
Check out our other guide pages on the same topic: what is an IVR used for, IVR & deflection, what is an IVR, and what are the advantages of an interactive voice response system.
