IVR software is a technology, which utilizes voice recognition and artificial intelligence technologies to provide instant responses to customer calls. IVR software is popularly used in banks, e-commerce, travel agencies and weather departments to answer frequent customer queries.
Last Updated on : 23 Sep, 2021
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IVR is an integrated voice response system, which helps businesses interact with their callers 24x7 through automated menus. The menu options allow callers to get faster resolution to their queries without even interacting with a live agent.
IVR software utilizes voice recognition and artificial intelligence technologies to provide instant response to customer calls. IVR software is popularly used in banks, e-commerce, travel agencies and weather departments to answer frequent customer queries.
IVR or integrated voice response utilizes the automated telephony technology to replace the first-level interaction with callers and route their calls to appropriate customer service agents based on their query. IVR software utilizes Dual-tone multi-frequency signalling (DTMF) processes to help with the screening of customer queries and redirecting their calls to appropriate recipients.
IVR system is helping businesses tap on their potential customers with real-time integrated voice responses. IVR plays an important role in boosting your business profit by addressing questions of your potential customers. Your customers are likely to purchase more from you if all their product-related FAQs are answered through automated and integrated voice response.
IVR software further adds value to a company’s revenue cycle, as your customers can make payment online even without needing any manual intervention. Also, they can register their concerns while using your products or services. Automated menus and replies to common queries help customers get faster resolution.
Interactive voice response systems with their advanced IVR technology work in conjunction with telephony board for responding to calls. The system offers pre-recorded greetings along with pre-set menu options for getting the right responses. The software works closely with the following technical systems.
Here are the key steps to understanding how a IVR system works:
Step 1: In order for the software to work, it is essential to first connect a computing device to the user’s telephone line. Next, install the chosen IVR software and deploy a telephony card or a board. You can now start using an IVR system by finally implementing the following:
Step 2: Mapping out the IVR script is important for checking how the system would respond to customer calls. The important prerequisites to IVR maps are:
Step 3: IVR system is already setup and now is time to perform the pre-launch tests with an internal team. Here you have to go ahead with:
While IVR systems ensure a more interactive response with customers through voice commands, auto attendants lack the interactive tone. With auto attendants, callers just have to choose where they want the call to be routed. IVR software on the other hand let the callers perform complex actions like making an online transaction or getting access to a database.
Reaching newer prospects: IVR systems integrated with CRM eliminate the lags associated with manual dialling and helps in reaching sales prospects quickly.
Higher conversion rates: Lead conversion requires connecting with clients on calls repeatedly and IVR and CRM software integration makes it hassle-free to connect with your customers at different stages of the marketing funnel.
Improved agent productivity: IVR integration with CRM helps improve an agent’s productivity as calls get routed to the most suitable agent. Also, common queries of callers are resolved through pre-recorded messaging, helping agents focus on critical issues.
Better customer satisfaction: IVR integration with CRM ensures better resolution of customer queries based on their past interactions.
Sales reviews: Integration of IVR and CRM would also help with transparent sales reviews as calls get logged through the click to call and autodial features.
IVR system enables the resolution of common or frequent queries of callers without the intervention of live agents. IVR tools are used by small offices, multiple branches, contact centers, and call centers.
Automated menus for self-service allow callers to complete tasks without the assistance of agents. Callers navigate the branching menu structure by selecting options for their support issues and going to submenus where instructions for solving the issue are given. With automated call distribution (ACD) system, IVR helps route callers to the support agent based on their skills, performance metrics, and more so that the queries can be resolved quickly.
Cloud telephony or cloud calling is an internet-based phone system. It is a unified voice communication system that works with a third-party host on the cloud. Cloud telephony or VoIP-based PBX software takes your business phone system to the cloud. Along with calling, cloud telephony includes other collaboration tools like instant messaging, video communication, etc.
Cloud telephony services are ideal for growing businesses to ensure seamless communication with both in-office and remote employees across boundaries.
Cloud telephony works in collaboration with VoIP service providers. These service providers route any business call by converting voice based analog signals into data packets. These data packets move with the help of internet connection and connect the caller with the concerned person’s number.
Cloud telephony works with both, VoIP desk phone that is connected to your current network, and the softphone application installed on your device. All business calls can be managed through an online dashboard, which can be accessed from anywhere. Along with quick calling, cloud telephony also supports call forwarding, contacts management, and more.
Cloud Telephony includes a wide range of services like multi-level IVR systems, call recording and monitoring, real-time call analytics, CRM integration, and so on. Some of the top cloud telephony service providers are:
|IVR Software Cost|
|Best IVR Software||Price||Ratings|
|Freshdesk Contact Center||₹1651 /month||4.5|
|Zeotel Virtual Receptionist||₹589 /Month||4.5|
|Cube Call centre Solution||₹177000 /Quantity||4.7|
Q1. What is the best open source IVR software?
Some of the most-used open source IVR testing tools are:
Q2. What is the cost of an IVR system?
You can get cloud based IVR system for small businesses at reasonably low prices. Please connect with our product experts to get customized IVR system quotes.
Q3. How IVR software helps improve customer experience?
With button and voice prompts, customers can avoid the wait time and get answers to all their queries through recorded voices. For example, customers can check the status of their order, track their order or raise a refund request with integrated voice response systems.
Q4. How is IVR helping the banking sector?
With IVR systems, all banking needs of customers can be answered automatically on the phone through pre-recorded answers and voice prompts. For example, people can.
Q5. What is IVR payment?
IVR system helps with automated payment with the use of a smartphone securely without even involving a person. This is a great source for businesses to create value for customers and increase their revenue.
Q6. Why do businesses need IVR software?
IVR software is most importantly deployed for engaging the callers through integrated voice response, collecting the relevant customer data and routing calls to live agents. The software is a must if you have to improve your brand’s image, enhance the overall business productivity, improve sales and engage with clients for higher customer retention.