IVR System

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

An IVR system is technology that automatically interacts with a caller through providing audio prompts to request information and storing responses from the caller.

IVR Systems Overview

IVR Systems

  • Offer call routing to the appropriate person, agent, or department based on touch-tone or speech input
  • Indentify / authenticate callers and delivers relevant information to the screen of the agent who will be handling the call (screen-pops)
  • Provide the caller with a self-service option

IVR System – A Closer Look

An IVR system is an automated telephony system that interacts with callers. It gathers information, looks up information, and routes calls to the right recipient. IVR systems let your customers get information or assistance quickly using only their voice or telephone keypad, and free up agents’ time to focus on other tasks.

AVOXI’s IVR System

An IVR system is a free feature that AVOXI includes with the virtual call center solution, Smart Queue, and the hosted PBX, AVOXI Core.

Features of IVR Systems include:

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

IVR systems were first introduced in the 1970s as complex and expensive technology to automate tasks in call centers. In the early 1980s the first mainstream market competitor emerged, making IVR systems a much more feasible feature for call centers to purchase. However, IVR did not become a necessary feature for call centers until the late 1990s.

Benefits of IVR Systems include:

  • Enhanced business image
  • Improved customer service
  • Lower costs
  • Better customer experience

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

Call Center Guide

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