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Twilio is the worlds leading cloud communication platform that enables you to engage customers across channels - SMS, voice, video, email, WhatsApp and more. Pay-as-you-go APIs allow businesses to scale communications reliably. ...Read more
contactSPACE is a cloud-based callcenter solution which helps small to large-sized organizations manage contacts and track agent performance. Its key features include dynamic call adaption, voice recording, call prioritization, ro...Read more
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Bitrix24 is a client management solution that provides a platform for businesses to organize and track interactions with potential or existing clients and partners. The software allows users to log and manage client interactions, ...Read more
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Routee is a cloud-based platform designed to help businesses of all sizes manage the entire workflow of SMS marketing, from creating campaigns to generating leads. Key features include bulk messaging, two-factor authentication, pu...Read more
XCALLY is an on-premise and cloud-based contact center solution that handles multiple channels including voice, chat, SMS, email, fax and others. It caters to inbound, outbound and blended call centers of all sizes. Primary featur...Read more
LiveAgent is an online Help Desk platform for e-commerce businesses at the small and midsize level. The platform offers live chat application, ticket management, online self-service portals and change and license management, all a...Read more
Squaretalk is a cost-effective, scalable, and simple-to-use cloud communications platform that gives your sales and support teams tremendous tools to boost efficiency and productivity.
Your sales and support representatives will ...Read more
Genesys Cloud CX creates fluid conversations across digital and voice channels in an easy, all-in-one interface. Designed to provide exceptional experiences for your customers and employees, it deploys quickly, is intuitive to use...Read more
3CLogic’s Cloud Contact Center Solutions offers applications to manage inbound, outbound, blended or multi-channel communications. The solution is suitable for call centers of all sizes.
3CLogic is able to manage internal and...Read more
Voxco IVR is an automated voice response survey system that streamlines the delivery of self-completion surveys to a broad audience. It can operate on an inbound, outbound, or a flexible mixed method basis.
In survey mode, re...Read more
PhoneBurner is an outbound call center solution that allows users to log in from their computer and make calls from the connected phone, using imported or admin-provided lead lists. The system offers functionalities that include p...Read more
Ameyo is a customer experience management solution that helps businesses leverage their call center resources to improve customer satisfaction. The software is available both in cloud-based and on-premise deployment options.
Plum Fuse is a cloud-based interactive voice response (IVR) solution that helps businesses automate customer interactions and business processes through their voice channel.
Voice applications built with Plum technology provi...Read more
Kixie is a cloud-based interactive voice response (IVR) solution that helps users automate their sales processes. It can also be deployed on-premise. It offers users one-click dialing, call recording, call history, call coaching a...Read more
Metaphor IVR+ is a cloud-based interactive voice response (IVR) solution that helps users automate their customer service process. The software integrates with communication channels in users’ company infrastructure, such as voice...Read more
Cloud communications provider RingCentral has expanded into the Call Center space with their Contact Center solution. The integrated suite powered by inContact offers Automatic Call Distribution, Interactive Voice Response, CTI, A...Read more
Sharpen’s cloud-native platform is a SaaS contact center solution for midsize to large enterprise businesses. As an all-in-one solution, the platform provides businesses the ability to communicate with customers by SMS, MMS, live ...Read more
Interactive voice response (IVR) systems are a foundational technology for inbound contact centers. They allow callers to complete tasks over the phone, either via voice response or numerical keypad input.
IVR software can dramatically streamline the performance of a contact center—particularly when used in conjunction with customer relationship management (CRM) software. But it isn’t the best fit for all business models. IVR systems offer complex, specialized functionality, and are packaged in different ways by different vendors.
That’s why we’ve written this guide to help you better understand which systems will work best for your needs. In it, we’ll cover the following topics:
It helps callers help themselves through “self-service.” These systems provide automated menus that allow callers to complete tasks without assistance from support agents.
In conjunction with an automated call distribution (ACD) system, an IVR system helps route callers to the right support agent when their needs can’t be met by self-service options. (An ACD system parks incoming calls in a queue until agents are available to answer, and then distributes calls to agents using rules that factor in agent skills, performance metrics, etc.) For instance, if a caller says or enters the numerical option for “billing” using the IVR system, they’ll be routed into the call queue (controlled by the ACD system) for an agent in that department.
IVR systems follow a branching menu structure known as a “menu tree.” The top-level menu may include options for, say, “support” and “billing.” If the caller selects “support,” they’ll be funneled into a submenu that contains numerous self-service options for support issues (e.g., instructions on how to reset a device). If these options don’t meet the caller’s needs, the caller will be routed to a support agent.
Branching Prompts in an IVR Menu Tree
As mentioned, the IVR menu tree also assists in call routing through integration with ACD systems, which use callers’ spoken or touch-tone responses as they navigate the IVR system to route calls to the right agent.
Benefits of Using IVR Software
Customers may not know what the term “IVR” means—but they do know what they like and don’t like, and many perceive IVR technology as annoying and difficult to use. So why does your call center need an IVR system in the first place?
The answer is that IVR can cut down on the number of calls agents have to handle by enabling callers to resolve certain issues through self-service options. By reducing the overall number of calls your contact center handles, you can slash your top expense: personnel.
Moreover, even though consumers tend to dislike IVR technology, they probably aren’t thinking through the alternative: a drawn-out interaction with a support agent. When we interviewed call center benchmarking expert Bruce Belfiore about IVR design best practices, he noted that some consumers (particularly younger callers) prefer to avoid interacting with a support agent whenever possible. These callers actually prefer IVR and other self-service technologies.
Additionally, even if an IVR system isn’t able to fully meet a caller’s needs, it can still automate the initial steps of collecting information and routing the caller to the right group of agents. Without an IVR, these steps would need to be handled by human workers—increasing the number of transfers (and, most likely, the caller’s level of frustration) before getting the call to the right agent.
Simply think back to the times you’ve been bounced around like a ping-pong ball between multiple contact center agents who couldn’t answer your question, and you’ll quickly realize the value of IVR.
The following list of IVR capabilities includes standard offerings of most systems. This list also includes more advanced capabilities offered by niche vendors or enabled via integrations with other contact center applications:
Visual IVR designer
A drag-and-drop graphical user interface for designing IVR call flows (the branching menus through which callers pass as they select options for support, sales, billing etc.).
Automated speech recognition (ASR)
Allows callers to speak responses instead of using touch-tone input. Frequently requires the use of third-party ASR software, though many IVR vendors partner with ASR vendors to deliver a complete solution. Some systems allow for voiceprint authentication (comparing audio data from a call with a model of the caller’s voice) to verify caller identity.
Text-to-speech (TTS)/common data speaker
Text-to-speech enables the system to read information from databases out loud for customers (payment history, account balances, etc.), as opposed to simply playing recorded prompts. Also assists in the development of IVR menu prompts. A common data speaker is a more basic capability that only allows highly structured data, such as dates and numbers, to be converted into speech.
Enables the IVR menu structure to play prompts and recognize spoken responses in multiple languages.
Data retrieval from Web server
Allows customer data to be retrieved from a Web server in order to verify response input (e.g., checking a spoken account number against a stored account number) and otherwise assist agents.
Data collected from the IVR system (e.g., a customer’s name) is displayed on an agent’s screen to help the agent better assist the caller.
Data collected from the IVR is used to prioritize calls within queues and to distribute calls to various agent skill groups (if the ACD system offers skills-based routing). Users can also enable options such as hold music and estimated wait times to keep callers on the line.
Customer satisfaction surveys
IVR surveys can collect voice or touch-tone responses from callers about their levels of satisfaction with the agent or the IVR system itself. These responses are fed into contact center reporting tools for visibility into key performance indicators.
Outbound IVR/notification system
Outbound notifications such as surveys, appointment reminders, and account alerts can be delivered to customers via voice, email, fax, SMS text, etc. Voice notifications include IVR self-service options that can help the caller resolve the issue (e.g., pay an unpaid bill).
Allows customers to navigate a visual representation of an IVR menu on a website or within a native app running on a desktop, laptop or smartphone. This is a new technology many vendors don’t yet offer, though a handful of niche vendors specialize in adding visual IVR capabilities to solutions from major contact center vendors.
Businesses frequently think they need an IVR system when they actually only need an auto attendant. IVR systems are sophisticated solutions that are offered on a stand-alone basis or as components of integrated contact center suites. Auto attendants, on the other hand, are standard components of office phone systems.
The basic difference between an auto attendant and an IVR system is: An auto attendant merely routes callers to extensions in a business’s directory, whereas an IVR provides callers with automated self-service options. Auto attendants also tend to lack advanced features such as speech recognition. Nearly every office with a phone system uses some kind of auto attendant, but in most cases, only contact centers use IVR systems.
By opting for a stand-alone IVR, organizations can avoid replacing the above systems, which frequently represent significant expenditures. PBX integrations allow IVR data to be used in call routing and enable call recording, among other capabilities.
Integrating an IVR and a standard business phone system can provide benefits, such as improved call routing. However, IVR systems usually need to be integrated with a suite of dedicated contact center applications in order to maximize those positive results.
In a contact center environment, data collected by the IVR can be pushed to agents’ computer screens or fed into reporting tools. The IVR integrates with the ACD system to provide sophisticated call routing. Finally, customers who don’t want to interact via voice have other options with a multi-channel contact center solution.