IVR Voice

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

IVR voice is an automated telephony system that interacts with callers, gathers information, and routes calls to the appropriate recipient.

IVR Voice Overview

IVR voice

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

IVR Voice – A Closer Look

IVR voice interacts with callers by gathering and looking up information, and routing calls to the right agent. IVR frees up agents’ time to focus on other tasks by allowing customers to do simple transactions through voice recognition or their telephone’s keypad.

AVOXI’s IVR Voice Solution

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

IVR voice features 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 voice was 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 voice 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 voice includes:

  • Enhanced business image: IVR software lets 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 voice enables callers to reach the right person the first time.
  • Lower costs: IVR voice reduces 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 voice” and to learn IVR voice providers and the telephony services they provide, visit the following pages.

Call Center Guide

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