Call Center Management: Improve Customer Experience and Reduce Operations Cost with IVR

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Interactive Voice Response System (IVR) is a telephony solution that gathers data about callers and routs them to the appropriate agent.

The data is gathered through voice telephone input and touch-tone keypad selection. The caller gets a response in the form of voice, callback, e-mail, message, etc.

Your customers follow the voice dialog and the system responds with prerecorded or dynamically generated audio, giving instructions and leading them through different menu options.

IVR Benefits for Business

IVR significantly improves the service and reduces operation costs. The solution helps you to serve customers 24/7 and to operate more efficiently. Customers get answers to standard questions quickly and do not have to wait for an available operator while agents deal with more complex interactions.


Identify your Customer

The system enables customer prioritization. You can divide your customers into certain groups (potential, prospective, VIP) and lead them through different voice scenarios and options.

The CRM identifies existing customers and the agent sees the communication history record during the conversation. The system is customer-friendly and helps to decrease the call duration, as there is no need to give many details. The system can also identify your VIP customers and lead them through different voice menu options or route them directly to the client manager.

IVR is often used for self-service and routing in banking (balance check, transaction history, payments), mobile (purchasing, registration), retail and entertainment (orders, bookings), utilities (account look-up, payment history, and balance), travel (bookings, check-in, hotel or flight information), televoting.

Call Back

If the operator is not available at the moment, the customer can order a callback.
You can also set an automatic abandon calls call back if the customer hangs up while waiting at the line for an available agent. In this case, you will not lose any potential leads.

Easy Settings

Interactive Voice Response is easy to set. Just plan the best menu scenario for your business and choose appropriate system options. New options could be added easily within seconds.

Detailed Reports

Track all calls and analyze client behavior data to adjust the menu and to provide a great service to your customers. See what menu steps your clients are following and discover breaking points. High conversion rate is a result of constant improvement and client actions research.

Tanya Gonchar

Expert in call center process automation, Head of Marketing at Voiptime Cloud. Interested in customer service, B2B sales, marketing, business analysis.

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