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Interactive Voice Response (IVR) is an automated telephony system that interacts with callers, gathers information and routes calls to the appropriate recipient. An IVR system (IVRS) accepts a combination of voice telephone input and touch-tone keypad selection and provides appropriate responses in the form of voice, fax, callback, e-mail and perhaps other media.

An IVR system consists of telephony equipment, software applications, a databaseand a supporting infrastructure. Common IVR applications include:
• Bank and stock account balances and transfers
• Surveys and polls
• Office call routing
• Call center forwarding
• Simple order entry transactions
• Selective information lookup (movie schedules, etc.)
An IVR application provides pre-recorded voice responses for appropriate situations, keypad signal logic, access to relevant data and, potentially, the ability to record voice input for later handling. Using computer telephony integration (CTI), IVR applications can hand off a call to a human being who can view data related to the caller at a display.

Benefits from using an IVR system

IVR significantly increases first contact resolution because callers are always directed to the agent who is most capable of meeting their needs or the most appropriate department. The agent who receives the call will be more qualified to answer the caller’s question and will be less likely to transfer the call to another agent.

Agents who work in a company that uses an IVR are more proficient at solving specific problems and meeting specific needs of the customers that they are assigned. The result is an increase in customer service efficiency.

Agents who work in a company with an IVR are more skilled at addressing specific issues, are less likely to consult with colleagues or a manager and are also less likely to transfer the call to another agent. This results in a significant increase in agent and company efficiency.

IVR systems will replace a receptionist or a customer service agent who answers calls and directs calls to agents. They are also very affordable, will increase efficiency and will reduce operational costs, so the ROI is huge.

You can use an IVR system to greet your customers in a very professional manner and to make it appear that you have more departments and employees than you actually have.

When your IVR is easy to use and reliable, customers will never be routed to the wrong department, or to an agent who cannot solve their problems.

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