Interactive Voice Response (IVR)

An Introduction to Interactive Voice Response

Customers that call a business to ask routine questions can waste employees' time and cut down on productivity. For this purpose, an interactive voice response (IVR) system can be implemented to provide automated responses to the most commonly asked queries regarding a business. An IVR will function with a phone tree that gives the average customer access to a simple or complex menu with different prompts and answers. An IVR system can be used for inbound and outbound calling, as well as to supply remote employees with updated assignment information.

Take a look at our buyer's guides and articles for more information on features, pricing, and the advantages of this essential business software. Here are a few of our favorites:

Working with interactive voice response software

If you're new to IVR software, you can use this automated system companywide to take customer service to the next level and improve customer satisfaction. Some of the most popular interactive voice response software features include voicemail, automatic attendant, and data retrieval. However, each software package is unique and can provide detailed features that are specific to your business's industry.

Before you buy IVR software, find out more about the features that will benefit your business, as well as hardware and software compatibility.

Project plan for IVR implementation

IVR implementation is not a matter to be taken lightly. Interactive voice response software in a business setting will require a plan of action before one or many departments can be transitioned into an automated IVR system for customer service.

Planning for IVR implementation will start with determining hardware and software compatibility to dictate system design. It's also critical to review specific IVR applications before buying a brand-new system since software can range in complexity; one business may use IVR software for account collections, while another may use it to provide customers with their address, hours, and website information.

IVR pricing

It can be difficult, although not impossible, to estimate the price of IVR software based on the size of your business and the specific tools and features you are looking for. Many businesses opt to purchase IVR as part of a larger telecommunication software package, such as when upgrading to an in-house call center system.

The exact cost of IVR software for your business will depend on the size of system needed, including the number of ports and user access. Special features, like voice-recognition, can hike up the baseline price even further.

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