Flagship Feature

Get Callers Where They Need to Go with IVR

Guide inbound calls with ease using Interactive Voice Response (IVR). Give your customers the power to navigate their journey through a 24/7 self-service menu, ensuring they connect quickly with the right team or agent.

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A Smarter Way to Navigate Conversations

40% Faster Handling Time

Streamline customer interactions with quicker resolutions, seamless routing, and
shorter wait times.

30% of Containment Rate

Empower customers with effective self-service, enabling 3 out of 10 to find solutions
without live agent assistance.

5x More Satisfaction

Deliver a superior customer experience by guiding customers to the right endpoint
in record time.

We’ve helped thousands of global companies

Case studies featuring customers who are building faster.

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Revolutionizing Revolut’s Efficiency and Saving 40+ Hours

“Thanks to CloudTalk’s reliability, we could improve sales teams’ performance and close more deals than we could have ever imagined.”

Jamie Devlin
Head of Operations

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Increasing productivity for 200 customer support agents

“With CloudTalk’s Analytics I now get to see every step of the way. We can find discrepancies and gain a much better understanding of our teams.”

Nelly Donnelly
Service Delivery Manager

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Delivering success for Glovo’s customer support team

“CloudTalk improved our team’s cost and efficiency. The script feature allows us to lead the calls in a much more systematic way.”

Yohann Bensadoun
Global Supply Growth

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Scaling outbound calls for MyHeritage 158 sales agents

“We have seen a significant increase in our outbound call volume. We can now reach out to more prospects and customers than ever before.”

Elay Sasson Call
Center Manager

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Step Inside the Interactive Voice Response (IVR)

Take an interactive tour and discover how easy it is to build the perfect call workflow.

What is IVR?

Ever called a company and been greeted by a menu of options? That’s IVR (Interactive Voice Response) in action. It’s an automated phone system that guides callers to the right place. Using voice commands or your phone’s keypad, you can select the department or agent best suited to help you. This means less waiting and faster resolutions.

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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 greeted with a menu of options tailored to their needs. With a few simple selections, they are connected to the right expert, ensuring a smooth and effortless experience.

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Benefits of IVR

Upgrade Your Customer Service with IVR

Streamline Operations and Cut Costs

IVR takes care of routine inquiries so your agents can focus on more important tasks. With calls handled faster and fewer resources wasted, businesses cut costs by 30% while boosting overall efficiency.

Give Customers the Support They Want

Customers want fast, hassle-free solutions—67% prefer self-service over speaking to a representative. A well-designed IVR gives them quick access to information, reduces wait times, and ensures they’re routed to the right agent when needed.

Provide Global Support Around the Clock

IVR systems provide customers with access to information and support even outside of normal business hours. This is particularly valuable for businesses with a global customer base or those that need to provide continuous support.

Project a Professional Image

A well-designed IVR system can create a professional and polished impression. It helps businesses to present a consistent brand voice and messaging, and it can be customized to reflect the company’s image and values.

Smart Routing

Guide Your Customers with Confidence

Direct your customers to the right agent or department in the best way possible.

Craft a Great IVR Experience at Scale

Building a smooth, effective IVR journey doesn’t have to be a headache. With Call Flow Designer, building the perfect path for your callers is surprisingly intuitive. Design your ideal customer experience with drag-and-drop simplicity, mapping out the journey step by step.

And the best part? This whole experience scales effortlessly, no matter the call volume. Whether you’re handling a few calls a day or a massive influx, your well-designed IVR can handle it all with grace. It’s about ensuring every caller gets the same seamless and efficient experience.

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Wow Your Callers
with Personalized IVR

A stellar IVR goes beyond menus; it anticipates customer needs and personalizes the entire interaction. Leveraging customer data, past interactions, and account details allows you to tailor each call, creating a bespoke experience.

And to further enhance this personalized journey, Skill-Based Routing connects callers with the most qualified agent for their specific needs. This ensures they receive expert assistance from the start, dramatically improving resolution times and boosting customer satisfaction.

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Unleash the Hidden Power
of Your IVR Data

Your IVR is a powerful source of valuable data. Integrating Analytics unlocks insights into customer behavior, revealing call patterns, popular menu choices, and potential pain points in the customer journey.

Continuously analyzing and adjusting your IVR ensures it not only meets current customer expectations but also adapts to your evolving business goals, ultimately driving efficiency and enhancing the customer experience.

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Watch IVR Take the Lead
in Customer Service

Wondering what IVR looks like in action? Explore practical use cases of IVR and how tailored solutions can transform customer interactions.

Healthcare Providers: Streamline appointment scheduling and deliver essential health information while ensuring HIPAA compliance.
E-Commerce & Retail: Improve customer service by managing order tracking and product inquiries. IVR can also assist with basic sales inquiries, freeing up live agents.
Financial Institutions: Securely facilitate account balance inquiries, transaction history access, and bill payments while protecting sensitive customer data.
Small Businesses: With limited staff and resources, small businesses benefit from IVR acting as a virtual receptionist—handling and directing calls to the right endpoint.
Call Centers: IVR can handle technical support requests and provide automated troubleshooting steps or FAQs. This reduces wait times for support teams.

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How to Set Up an IVR in CloudTalk?

In your CloudTalk account, click the left-hand side Numbers tab on the Dashboard.
Select the number to edit your IVR by clicking the blue pen button on the far-ride side.
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.
Click the green “Save Plan” button to confirm your changes.

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Features

Other features you might like

Call Queuing

Automatically distribute calls to relevant agents based on customer status, technical skills or business needs.

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Flagship Feature

Workflow Automation

Fully automate repetitive or time-consuming tasks like follow-ups, ticket creation, and call transcriptions.

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Skill-Based Routing

Assign custom skills to your agents or teams and route customer calls automatically based on their expertise.

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Caller-Based Routing

Automatically route customers based on factors such as location, purchase history, and language.

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Frequently asked questions

Everything you need to know about the product and billing.

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. Many providers offer pricing tiers based on usage and features.

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.