CloudShope Interactive Voice Response (IVR)

IVR stands for Interactive voice response and it is a cloud telephony solution. It acts as a virtual receptionist by introducing the customers to the company by giving them a brief introduction. As call center began to migrate to multimedia in the 1990s, companies started to invest in cloud telephony integration with IVR system. It is available for 24x7 and helps for connectivity in urgent requirement.

How IVR works?

IVR numbers can be mobile phone numbers or toll-free numbers which are assigned to your company. When a customer calls on this number a pre recorded voice clip is played which gives the caller the options (extensions) to direct the call to a particular department or agent. When the customers press the extension they are routed to that department or agent. For example, if you want to buy a service from technoreseller.com. You will call on the IVR number of technoreseller.com; a welcome file is played along with the extensions to direct you to the sales department. These extensions can be an automated messages giving you the required information or transfers you to the agents.

Here are some benefits of using an IVR system

Builds company image: Even if you have a small or medium size business with a limited staff you can create an appearance of multiple departments in your company and project a professional business image.

Thrives with high call volumes: IVR manages high call volume of the callers by directing them to the most suitable agent that can solve their issue or will align them in the queue if all agents are busy.

Time-based IVR: You can set multiple IVRs on the same or different numbers which can be played at different time or dates or on special occasions. For example, you can play an IVR system after your office hours mentioning your office timing and recording the customer details you have missed.

Call forwarding: Missing an important phone call of customers can be a loss of the business. From IVR services you can forward your call to any landline or another number so that you do not miss a call when not available.

Information management system: Maintaining customer details is a difficult task to do. Call log, recording, and notification of every call are recorded by IVR system.

Multi-language Support: Customers call from different regions of the world; interacting with them in their local language make them feel comfortable and help to turn them into the successful business.

Customized IVR: Every business serves different services so the use cases of IVR system are different. So IVR can be customized according to the user requirement like any number of departments, extensions, agents, voice clips etc.

There is a bright future of this technology simply because it has the ability to skip the manual process without losing the accuracy which is highly advantageous for consumers and business users.