What is IVR?

As you investigate implementing a call center software solution, you may find yourself encountering unfamiliar words and acronyms. It may be frustrating to navigate a space so full of jargon. So, let’s start with one of the most fundamental elements of your call center software.

What is IVR?

An Interactive Voice Response (IVR) system is a call center software feature that allows callers to interact with a computer system through speaking and/or pressing buttons on the telephone keypad. IVR systems enable customers to self-sort by their needs and reasons for calling so that they are routed to the most appropriate agents. Most modern call center software solutions utilize an IVR system to help optimize their call routing.

How does IVR work?

When a customer calls a company, s/he is greeted by the IVR recording. “Thank you for calling Starworks.” Next, the customer is asked to choose from a series of IVR prompts. “Press 1 for Sales, 2 for Support….” Based on the customer’s selection, as well as the company’s skills-based routing configuration, the customer is routed to the most appropriate agent.

As you can see from the scenario above, IVR technology is a tremendously important part of any call center software solution. It can have a number of powerful implications for the functionality and efficiency of your call center. Here are a few benefits of IVR technology for customers:

1. Optimized Routing

Customers reaching out to your call center are looking for real-time support. IVR systems help route them to the most appropriate representative to field their call, as well as providing them with the option to go to voicemail instead of speaking to an agent. IVRs thus reduce the likelihood of transfers between agents and streamline the support process.

2. Personalized Experience

More progressive cloud-based call center software solutions allow you to customize your IVRs according to your unique business needs. With these, you can personalize greetings and prompts based upon where customers are in your IVR, create unique IVR configurations for each inbound phone number and change your IVR setup as often as often as you need to. Personalizing the customer experience in this way promotes brand loyalty and customer satisfaction.

3. Self-Service

In the age of the informed and savvy consumer, many callers may dial your company looking for answers, but not direct support. IVR menus and prompts allow customers to sort themselves and obtain relevant information, like business hours, without speaking to a customer service representative. This helps to increase support quality, and reduce the number of calls handled by your team.

Your company will also benefit from using an IVR system. Here’s how:

1. Prioritizes Callers and Collects Information

IVRs help to sort callers into groups. Your call center agents are then able to prioritize which customers receive assistance at what time. This promotes customer satisfaction and agent efficiency. Further, analyzing IVR data can give you insight into which customers are contacting you and why. This can help your team refine their approach to interacting with callers.

2. Promotes Brand Professionalism

Callers expect to move through an IVR when they reach out to a company. It has become an accepted part of interacting with large or established companies. For startups or otherwise small businesses, the use of an IVR can help improve callers’ estimations of professionalism. In our cutthroat economy, IVRs can be the edge startups need to beat out their competitors.

3. Cheap and easy

This call center software feature is both useful and important. The cherry on top? Cloud-based call center software solutions make using IVRs uncomplicated and inexpensive. In terms of bang for your buck, a cloud-based IVR is a no-brainer.

So, what is IVR? It’s a powerhouse.  IVRs are essential to companies who are looking to provide excellent customer service without breaking the bank.

But not all IVRs are alike. When comparing call center software, make sure your solution not only has IVR, but that it has a flexible and user-friendly IVR. Here are a few questions to ask yourself before committing to a call center software solution with IVR technology:

• How difficult is it to configure the IVR?
• What are the options for customization? This includes greetings, messages and prompts, as well as general settings.
• Will you be able to change settings in real-time to meet the demands of your call center?
• Will you be able to utilize multi-level IVR?
• Does the IVR system enable you to forward-to-phone or to voicemail?

Test out industry-leading IVR functionality with Talkdesk’s cloud-based call center software solution. Our call center software experts will show you the ropes of IVRs, as well as all the other confusing words and acronyms. We’re happy to explain the meaning of ACD, CTI, softphone, global low latency and many more. Request a Talkdesk demo below and get started today.