The Ultimate Guide to IVR: What is the IVR System, Types of IVR & the business benefits

Sep 10, 2021

What is an IVR System?

The IVR system is becoming an integral part of organisations that are marching ahead with a progressive approach. Businesses are getting the solution to get its several advantages. But what is IVR? How is it improving operational efficiency and providing a better CX? Let's discuss this in detail.

IVR refers to Interactive Voice Response, and it is an automated call management solution. When the callers call the business, they are welcomed with a greeting message and multi-level menus. These menus help them to get speedy resolutions to their queries by selecting the correct menus. Moreover, they can speak directly to the agent and get their queries resolved.

Types of IVR

What is IVR all about? Well, the IVR Solution can be categorised broadly into two categories- Inbound IVR and Outbound IVR.

Inbound IVR refers to the process when the caller dials the number and is greeted with a pre-recorded message. There are multi-level menus from which the callers can choose the desired option. Either they can get self-help or decide to speak to the agent and get their queries resolved.

Outbound IVR refers to when a business sends a pre-recorded message when the call is received. The message plays automatically and conveys the desired message to the caller.

Business Benefits of IVR

Easy set-up: The solution is easy to install and use. A business need not invest in an elaborate infrastructure, nor does it not have to spend a fortune to obtain it. The solution is affordable and helps several businesses to streamline their communication process.

More Leads: With the IVR system's help, a business can get more leads and ensure customer loyalty with a robust iteration process. The company can nurture the best leads and get a high conversion rate.

** Create and promote the Professional Image:** The solution offers personalised greetings and multi-level menu categories for self-help. It guides the callers to find the best option and eventually an answer to their queries. The software helps in creating a professional image of the company. It reinforces the thought that the company is well-established with a professional communication system. Customers get quick resolution with self-help menus, and they appreciate the professional way of communication.

Handle high volume of calls: Every business aims to provide a superior experience to its customers. The IVR solution helps a company connect with many users simultaneously with the help of a multi-level IVR system. In this way, no caller turns away due to longer wait times, and the company does not lose any potential business opportunity due to lack of communication or delayed communication.

**Personalised Experience: ** One of the several benefits of the IVR software is the personalised experience provided to the business. The welcome greetings with the customers' names and predicting the purpose of the call based on the previous conversation history make a considerable difference in the customer experience. Such an enhanced CX allows customers to stay with the organisation . So, every feature of the IVR solution helps businesses to get more customers and boost sales.

**24x7 Availability: ** It is one of the significant benefits that IVR provides. If a business is available 24x7, then it is constantly available to its customers. It keeps the customers connected and gives them the ease to get their issues solved whenever they want. With the IVR, a business can forward the calls to the agents' mobile numbers and landlines. The organisation can get in touch with the customers with the extensive call data available and never lose a customer.

Call Routing: A company can efficiently utilise its resources and provide a better customer experience with the call routing feature. The calls can be instantly directed to the available agents and improve operational efficiency. Moreover, the customer's wait time is also reduced, which customers hugely appreciate as they prefer quick connectivity.

**Call Recording: ** This feature of the IVR software enables the company to record calls in real-time. The business can use the material for training purposes. Also, they can understand the majority of the issues faced by the customers and take corrective actions. In this way, the business can meet the customers' expectations and strive to deliver better results.


Knowlarity is one of the most popular and reliable cloud telephony companies offering various solutions, including the IVR system. Now you know what IVR is and would like to get the solution to improve operational efficiency. Get the robust solution and high-quality services to streamline your business operations from Knowlarity.


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