What is IVR (Interactive Voice Response) and how does it work?

ivr interactive voice response
ivr interactive voice response

Interactive voice response (IVR) is a technology that allows a computer to interact with humans through the use of voice and DTMF tones input via a keypad. In telecommunications, IVR allows customers to interact with a company’s host system via a telephone keypad or by speech recognition, after which services can be inquired about through the IVR dialogue. IVR systems can respond with pre-recorded or dynamically generated audio to further direct users on how to proceed. IVR systems deployed in the network are sized to handle large call volumes and also used for outbound calling, as IVR systems are more intelligent than many predictive dialer systems.

Get started with Neotel and set up an IVR today. If you’d like to do something custom, feel free to talk through your use case with sales – we have IVR expertise you can lean on. We can’t wait to see what you’ve built.

IVR systems provide scalability to contact centers without the need for human attendants to answer calls. They enable intelligent, segmented call routing based on the information they gather, allowing for richer call context and faster call resolution. They supply general and account-based information to callers, which can eliminate the need for call transfers and delays.

An IVR system understands voice and/or touch-tone keypad inputs and gathers caller information to route a call based on this input. It can also provide callers with information via pre-recorded audio or dynamic text-to-speech functionality.

We’re not your conventional telephony provider, with Neotel team everything is online, immediate and without complicated installations. IVR is just one of the valuable features available with Neotel team.

Connect your entire company

Using an IVR can add value to your business by automating routing requests and thus freeing up time for deeper engagement with your customers.

Increase customer satisfaction

Create a multi-level IVR in order to help callers navigate to the correct person or greeting more easily, without having to hear too many options in one go.

Voice menus for your telephony

Neotel has a built-in IVR that is designed to boost the competence of any business by increasing flexibility, simplifying processes and reducing costs, at the same time as improving customer satisfaction.

With an Interactive Voice Response system, businesses can reduce costs and improve customers’ experience as Interactive Voice Response systems allow callers to get the information they need 24 hours a day without the need of costly human agents.


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