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

IVR (interactive voice response) is a process of automatically interacting with a caller through providing audio prompts to request information and storing responses from the caller.

IVR Overview

Interactive voice response offers

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

IVR – A Closer Look

IVR 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.

AVOXI’s IVR Solution

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

  • 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 used 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. However, IVR did not become vital for call centers until the late 1990s.

Benefits of Interactive Voice Response include:

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

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

Call Center Guide

Download the Call Center Guide


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