IVR Applications

IVR applications. Your customers reach the right person the first time.

IVR applications are automated telephony systems that interact with callers, gathers information, and routes calls to the appropriate recipient.

IVR Applications Overview

IVR applications

  • Transfers calls to the correct person or agent depending on the caller’s needs
  • Handle simple transactions
  • Provide an efficient way to conduct surveys and polls

IVR Applications – A Closer Look

IVR applications are automated telephony systems that interact with callers. It gathers information, looks up information, and routes calls to the right recipient. IVR lets your customers get information or assistance quickly using only their voice or telephone keypad, and frees up agents’ time to focus on other tasks.

AVOXI’s IVR Applications

IVR applications are free features that are included with AVOXI’s virtual call center solution, Smart Queue, and the hosted PBX, AVOXI Core.

IVR applications include:

  • Easier call routing
  • Integration with voice mail, “find me”, and click-to-call features
  • Ease of programming through a graphical user interface
  • Recordings that can be easily stored and attached as wav. Files

IVR applications were first introduced in the 1970s to automate tasks in call centers, but the technology was complex and expensive. In the early 1980s the first mainstream market competitor emerged, and made IVR a more feasible feature for call centers to purchase. However, IVR did not become vital for call centers until the late 1990s.

Benefits of IVR applications includes:

  • Enhanced business image: IVR applications let companies appear larger than they are. For example, an IVR system could offer customers the choice of transferring to sales or support, while both choices could lead to the same person.
  • Improved customer service: IVR enables callers to reach the right person the first time.
  • Lower costs: IVR applications reduce costs associated with hiring a receptionist to route calls.
  • Better customer experience: Customers with simple transactions can avoid the wait to speak to a live representative, as an auto attendant can handle the simpler tasks.

To learn more about the definition of “IVR applications” and to learn about IVR applications providers and the telephony services they provide, visit the following pages.

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