1) Interactive voice response (IVR) systems allow customers to interact with an automated phone system through voice commands or keypad inputs to get information or complete tasks without speaking to a human agent. 2) IVR systems map out call workflows with menus, prompts, and options that guide callers to the right department or resolution. Implementing an IVR can improve customer service, provide 24/7 access, increase personalization, boost profits by improving efficiency, and reduce errors. 3) Businesses should consider if their call volume warrants an IVR for call routing. An IVR may be beneficial for customer service, sales, and surveys in addition to routing calls.

1. Studio52
Interactive Voice Response (IVR) —
What Is It And How It Benefits Your
Business
We have all been there — calling for our mobile operator, and all agents are currently busy.
Suddenly a recorded message lets us know that they appreciate the call and notifies us
of where we are in the line to be accepted on a call by an operator. What if this audio-

2. recorded message allows us to interact with it by pushing numbers and reaching a
solution?
Then this is called an interactive voice response or an IVR! Okay, a simple definition we
know, so let’s get a little deeper and see how the thing works and help you determine if
it’s the perfect solution for your business!
What Is IVR And How Does It Work?
IVR is a telephone system that practically lets your customers interact with a voice
system, without the need to talk to an agent in person over the phone! This system has
basic step-by-step interaction with the caller and guides them to the desired destination.
It’s an efficient way of call routing to the appropriate recipient, information spot, or agent
— all based on the needs of the caller. The callers are presented with a series of menus
they can go to and finish at the exact spot they need. They interact with the IVR system
by their phone keypad or voice input!
Sometimes, the output can even be an SMS message, or an email and not necessarily an
agent or a specific prerecorded audio message.
A recent study found that 69% of respondents said they successfully resolved their issue
completely with an IVR!

3. ● Basics
IVR is a form of computer-telephony integration that’s incorporated into your contact
center. Essentially this is your digital call agent, here for anything that can be resolved
without the need for human intervention. The end-user is able to navigate through your
contact center and reach their solution quickly and efficiently. This way you essentially
enable the customer to route their call to the appropriate specialized station in your call
center.
From a technical point of view, this system consists of tech equipment, software
applications, a database, and supporting infrastructure. You’ll need a stable internet
network within your business, a real-time updated database that the IVR system can
access, and a web application to host your IVR system software.
● Mapping And Testing Your IVR
Before you can implement an IVR into your call center, you’ll need to map it out. This
essentially means creating a script for your IVR service that will contain a specific set of
interactions and anything else defined that troubles any given caller.
A typical IVR system may be mapped out like this:

4. 1. Welcome message personalized on callers name (if you’ve allowed your IVR
access to the database)
2. Language option (Choose “one” for English, “two” for Italian, etc)
3. Menu for any given service or department that the customer may need
4. Music on hold, announcements, and prerecorded messages can help them
troubleshoot and resolve basic issues
5. Options to redirect themselves to on-call agents
Once you have your IVR system mapped out, it’s time to give it a test before the final
implementation and launch. Usually, you’d want to verify that the customer identity
system works, test every possible call routing option, and if it leads to the appropriate

5. spot. Lastly, you’d want to verify that the entire system looks as you imagined or if any
things can be tweaked or improved.
Evaluating Your Needs
Before any company begins even getting lost in the entire list of features and benefits of
IVR systems, or even technicalities there’s a question of whether you even need this
system or not.
Do You Even Need IVR

6. As we’ve mentioned the IVR reduces the need for customers to interact with an agent on
call. Your agents are thus allowed to address more complicated issues and simple
queries are left with an IVR. IVR enables you to automate workflows making you more
efficient!
However, if you have a very low inbound call volume, and you’re practically able to receive
calls yourself, you may want to invest your money in different areas. However, if there’s a
way to improve the call routing system of any call center, it’s with the use of an interactive
voice response system.
What Type Of IVR Do You Need
There are several ways in which IVR can help your business out, and there are two main
ways you should consider!
First is smart call routing, as we’ve largely explained in this article. Here, the IVR is your
first level of interaction which allows the customer to resolve their query before even
needing to talk to an agent.
Another way in which IVR can help you out is sales — IVR is awesome at conducting
feedback surveys and improving your sales. IVR uses prerecorded messages and these
messages can include sales and promotional messages that can leave customers
wanting something more from what you offer.

7. IVR Benefits For Your Business
IVR is a perfect way into getting personal with every customer. However, it can benefit
your entire business in more than one area!
● Improved Customer Service
Your business cannot make do without customers. You need to always maintain a healthy
and happy database of happy customers or clients. IVR provides efficient problem

8. solutions for your customers, making them feel like they matter and that you care to
resolve their issues quickly and with care!
● Unlimited Customer Access
While humans can interact and work with customers at specific times of the day, your IVR
system is always at your disposal. If your customer needs something answered in 2 in
the morning, you can be sure that they’ll get the answer then, or that the agent will get
notified to give them a call back when they’re back at work!
● Unparalleled Personalization

9. Your customers love it when you call them by their name, instead of feeling like just a
number. IVR tech has gone so far that it can now access your databases and connect the
caller’s phone number with the caller ID (ie. name) and insert the caller’s name inside the
prerecorded messages. Moreover, it allows customers to interact with it in more than a
single language which comes as a plus.
● Improved Brand Image
IVR creates an image like you’re a company that’s going places and is constantly growing!
This gives your customers the confidence that they’ve chosen the right operator for the
service or product they’ve purchased and you’re likely to get recommended as a result.
● More Profits And Productivity
Huge amounts of business transactions and talks still happen on the phone! IVR helps
you get more calls resolved and acts as both your front desk and an operator that can
close deals. This saves your company money and time and makes you even more
productive in turn!
● Fewer Errors
Call center agents to get tired when they have to deal with heaps of phone calls,
sometimes the ones that can be resolved easily through an IVR. Having an IVR in place

10. helps your agents deal with issues that they really should, making them more focused,
balanced, and less error-prone in the process!
Conclusion
Not all customers are the same, and some will still like to resolve their issues by actually
talking to an agent. However, having an IVR in place you’ll even help these customers
reach a desired place more efficiently! Meaning that this system is a win-win, and it
ensures a stellar customer experience. The only thing is to decide if you need it based on
your business and amount of calls you receive!
Ready to make IVR happen? Let us know and maybe we can help you out!
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