Cut Handling Times With IVR

Navigate callers through a set of predefined routing options using Interactive Voice Response. Quickly get them to the right professional, resolve their issues more efficiently, and reduce average call duration by as much as 40%.

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Send Calls in the Right Direction

Make More Calls

Make sure each call is handled by the right professional. Increase customer satisfaction scores due to more knowledgeable and effective support.

Improve CX

Reduce the need for call transfers and follow-ups. Resolve issues on the first call, decrease the overall call volume, and increase customer satisfaction. 

Save Costs

Let agents spend more time solving issues they are good at. Improve their performance, boost efficiency, and support their overall happiness at work.

What is IVR?

IVR (Interactive Voice Response) is an automated phone system designed to enhance call routing and streamline customer service. When a customer calls, a pre-recorded menu is triggered immediately, allowing them to navigate the system verbally or manually using the phone’s keypad. 

This process ensures callers are efficiently connected to the most suitable agent or department to address their needs.

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How Does IVR Work?

It seems you’re interested in IVR. If you’d like to hear how the IVR platform works, please press “1”.

That’s something you might hear when dialing a number with this helpful feature in place. Let’s see how it works.

When customers call, they are presented with multiple options to choose from based on their needs. Let’s say that choosing number 1 would route them to a technical specialist. Number 2 would take them to a finance department, and number 3 to a generic support agent. 

After the IVR phone system presents the option, customers either say the number that leads to their desired destination or type it on the phone keypad. Afterward, they are automatically sent down the path they chose, sure that they will get to the right person with the right knowledge straight away.

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You’ll Get More Than an IVR

We are more than just a VoIP IVR service provider. Together with this feature, you’ll get plenty of additional functionalities.

Optimize Calling Path in Minutes

Create customized call flows tailored to your business needs with Call Flow Designer (CFD). Tailor customer journey, reduce call handling times, and improve first-call resolution rates, all through a simple drag-and-drop interface.

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Never Miss a Message with Voicemail

Never miss important customer messages by allowing callers to leave detailed voicemails when you’re unavailable. Capture every message, respond promptly from anywhere, and maintain high levels of customer satisfaction.

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Route Calls Based on Agents’ Skills

Decrease the need to transfer calls using Skill-Based Routing. Automatically connect callers with the most suitable agents for their specific case. Decrease call handling time and provide faster, more accurate support for your customers.

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Route Calls Based on Past Interactions

Direct call to the right person with Caller-Based Routing. Connect a specific customer with a professional who is already familiar with their issues or has established rapport. Avoid repetition and ensure a stellar customer experience.

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How to Set Up An IVR in CloudTalk?

01

Log in to your CloudTalk account.

02

From the Dashboard, click the left-hand side Numbers tab.

03

Select the number for which you want to edit your IVR by clicking the blue pen button on the far-ride side. Alternatively, you can also Purchase a Number on this screen.

04

Add new steps to the IVR flow by clicking the blue “+” button next to the latest step, or edit pre-existing steps by clicking the gray “cog” button.

05

Click the green “Save Plan” button to confirm your changes.

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What is an IVR Menu?

An IVR menu, also known as a Call Flow, visually represents how calls are routed based on variables like location, IVR menu selection, and more. This dynamic system ensures callers are efficiently directed to the right department or agent, enhancing the overall customer experience.

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4 Most Common IVR Mistakes

Over-Complicated Call Flow

Create customized call flows tailored to your business needs with Call Flow Designer (CFD). Tailor customer journey, reduce call handling times, and improve first-call resolution rates, all through a simple drag-and-drop interface. 

Long Hold Times

70% of people say they get “extremely frustrated” if they wait on hold for more than a minute. If you can’t fully prevent hold times, use callback or automatic routing to make the experience faster.

Low-Quality Voice Prompts

Don’t use cheap text-to-speech or non-professional voice actors for your IVR voice prompts. If they’re difficult to understand, people won’t like to use your IVR, defeating its purpose entirely.

Lack of Human Touch

Customers have various specific needs that require human attention. Don’t frustrate people by trying to swap out live agents for an IVR entirely, or you run the risk of hurting your business in the process.

IVR Best Practice: Design Intuitive Menus

As the first IVR call center best practice, structure your menu logically, ensuring that the most common customer inquiries are easily accessible. Use clear and concise language, and avoid complex jargon that may confuse callers. Put related options together and limit the number of choices on each level to prevent overwhelming users. 

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IVR Best Practice: Optimize Call Routing

Implement skill-based routing to direct calls to the most appropriate agent based on their expertise, ensuring that customers are matched with the right resources from the start. Consider using advanced options like VIP queues where the system prioritizes your most important clients to tailor the experience further. 

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IVR Best Practice: Implement Personalization

Use IVR systems to collect and use customer information, such as previous interactions or account details, to tailor the call experience. Greet callers by name and offer relevant options based on their history or preferences. 

This approach not only makes customers feel valued but also streamlines their journey through the IVR system. Additionally, personalized IVR software prompts can guide callers more effectively, reducing the need for them to navigate through multiple menu levels.

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IVR Best Practice: Monitor and Adjust Regularly

Regular monitoring and adjustment of your IVR system are key to maintaining optimal performance. Track metrics such as call drop rates, menu abandonment, and customer feedback to identify areas for improvement.

Use these insights to refine your IVR menus, routing rules, and personalization efforts. Conduct periodic reviews of your IVR system to ensure it aligns with current business goals and customer needs. 

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Practical Use Cases of IVR

Support Call Centers

Call centers use IVR to gather preliminary information and route calls to the right agents, reducing wait times and improving service efficiency. 

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Sales Departments

IVR can direct sales inquiries to the appropriate sales representatives based on product interest or geographic location, improving experience.

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Small Businesses

Companies use an IVR system for small businesses to efficiently route calls, offer 24/7 self-service options, and maintain a professional image.

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Healthcare Providers

Patients can use IVR to select options related to their healthcare needs, such as scheduling appointments or speaking with specific departments. 

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Create your own customer journey now.

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Have questions?

How much does IVR cost?

The cost of IVR systems can vary widely depending on factors such as the size of your business, the complexity of your needs, and the features you require. Basic IVR systems can start at a few hundred dollars per month, while more advanced solutions with additional functionalities and higher call volumes may cost several thousand dollars per month. Many providers offer pricing tiers based on usage and features, so it’s essential to evaluate your specific needs to get an accurate estimate.

What are the two types of IVR?

The two main types of IVR are Interactive Voice Response (IVR) and Intelligent IVR. Traditional IVR systems use pre-recorded messages and menu options for users to navigate through, while Intelligent IVR leverages advanced technologies like Natural Language Processing (NLP) and Artificial Intelligence (AI) to understand and respond to more complex queries and provide a more personalized experience.

What is an example of an IVR service?

An example of an IVR service is a customer support hotline where callers are greeted with a recorded message prompting them to choose from a menu of options, such as pressing “1” for account information or “2” for technical support. The IVR system then routes the call to the appropriate department or agent based on the caller’s selection.

What is another name for IVR?

Another name for IVR is Interactive Voice Response System. This term is often used interchangeably with IVR to describe automated phone systems that interact with callers through voice prompts and menu options.

What is an IVR in banking?

In banking, IVR refers to an automated system that allows customers to perform a range of financial transactions and inquiries over the phone without speaking to a live agent. Common functions include checking account balances, making payments, transferring funds, and reviewing recent transactions.

What is IVR in call centers and Customer Service?

In call centers and customer service, IVR is a tool used to automate the handling of incoming calls. It allows customers to navigate through a menu of options to route their calls to the appropriate department or agent, reducing wait times and improving efficiency. IVR systems help in managing high call volumes and ensuring that customers are connected to the right resources based on their needs.

What are the key IVR features?

Key IVR features include call routing, menu options, speech recognition, voice prompts, integration with CRM systems, call recording, and analytics. These features enable IVR systems to direct calls efficiently, gather data, and provide self-service options to users.

How does intelligent IVR work?

Intelligent IVR uses advanced technologies like Artificial Intelligence (AI) and Natural Language Processing (NLP) to understand and process complex customer queries. Unlike traditional IVR systems that rely on rigid menu options, intelligent IVR can interpret natural language, offer personalized responses, and adapt based on the caller’s input, leading to more efficient and effective interactions.

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