Interactive voice response or IVR is an automated business phone system feature that interacts with callers and gathers information by giving them choices via a menu. It then performs actions based on the answers of the caller through the telephone keypad or their voice response. The PPT will describe about what is ivr system, why you should use it and its benefits.

1. What is
interactive voice
response system
& Why you
should use it?

2. Interactive voice response system
Interactive voice response, or IVR, is an automated telephone system that combines pre-recorded
messages or text-to-speech technology with a dual-tone multi-frequency (DTMF) interface to engage
callers, allowing them to provide and access information without a live agent. If the IVR system cannot
retrieve the information that the caller is looking for, the programmed menu options can provide assistance
in routing callers to the appropriate representative for help. By integrating computer and telephony
technologies, IVR software can improve call flow and reduce wait times, leading higher overall customer
satisfaction.

3. Why you should use ivr system?
There are a multitude of reasons an IVR phone system should be used by companies. Many of these are
discussed in the benefits section below, but even the most basic functions of a call center IVR make it
clear why every business should consider the technology.
One of the most obvious reasons is easing contact center congestion. An influx of incoming calls can
leave customers on hold and call center agents rushing to assist everyone who needs help.
An IVR system offers self-service options for clients, and even outside of business hours, they can get
help for common issues and find the answers to frequently asked questions.
Contact centers also benefit from interactive voice response systems by removing repetitive tasks from
the plates of your agents. Research shows that two-thirds of global office workers feel overburdened with
repetitive tasks that could be automated. Dealing with such menial tasks, in addition to complex issues,
can make it difficult to maintain worker morale. In the end, this negatively affects productivity and
efficiency. By utilizing even a basic interactive voice response system, you can alleviate this issue.

4. Benefits of interactive voice response system
Increase first contact resolution.
IVR significantly increases first contact resolution because callers are always directed to the agent or
department that is most capable of meeting their needs. The agent who receives the call will be more
qualified to answer the caller’s question and will be less likely to transfer the call to another agent.
Increase customer service efficiency.
Agents who work in a company that uses an IVR are more proficient at solving specific problems and
meeting the unique needs of the customers that they are assigned. The result is an increase in customer
service efficiency.

5. Reduce operational costs.
IVR systems can replace a receptionist or a customer service agent who answers calls and directs callers
to agents. They are also very affordable, can increase efficiency, and will reduce operational costs, so the
ROI is huge.
Increase professionalism.
You can use an interactive voice response system to greet your customers in a very professional manner
and to make it appear that you have more departments and employees than you actually have.
Increase customer satisfaction.
When your IVR is easy to use and reliable, customers will never be routed to the wrong department or to
an agent who cannot solve their problems.

6. Connect with us
Contact Number - +91-9868629924
Email - enquiry@mtalkz.com
Website - https://mtalkz.com/