What is an Interactive Voice Response (IVR)?

What is an IVR?

IVR is an abbreviation for Interactive Voice Response. Interactive voice response is an automated phone system that interacts with callers. The IVR system gathers information during the interaction and responds by executing an appropriate action, such as routing the caller to the correct agent/department or issuing a callback. Implementing callback solutions within the IVR system can improve customer satisfaction by minimizing wait times and ensuring that heir issues are addressed promptly.

How does Interactive Voice Response work?

Interactive Voice Response lets you route calls to proper departments or agents. When a customer wants to contact your support team, they encounter a pre-recorded voice prompts. All they have to do is enter a few voice or key commands, and they are immediately redirected to the correct department of your support team.

For example, a typical IVR tree would take the customer to the expected department, like the Billing department, after the customer presses a specific number on their phone.

IVR allows your agents to work more efficiently and harness the full potential of your call center phone software.

IVR tree - LiveAgent — IVR Interactive Voice Response

How does it work in LiveAgent?

LiveAgent features a comprehensive IVR online designer tool where anyone can design their IVR trees, even if they have zero technical experience. Check out the video below to gain more insights.

IVR & CALLBACK FEATURE DEMO | LiveAgent | Live Agent03:38

Youtube video: IVR & CALLBACK FEATURE DEMO | LiveAgent

Live AgentJune 3, 2020

Running a daily promo, or need to make a quick announcement in your greeting message?

Our tip: Record all Interactive Voice Response audio files directly in the IVR designer tool in LiveAgent. The tool lets you design/write your Interactive Voice Response tree from scratch, including recording or uploading your audio files into the tree.

What functions does LiveAgent IVR have?

Callback function
Record your own Interactive Voice Response messages
Upload pre-recorded messages
Call prioritization
Routing to the correct departments/agents

Interactive Voice Response settings in LiveAgent

Why should you use the IVR?

IVR is a well-known customer support feature that can do wonders for your help desk. If your agents are feeling overwhelmed, customers cannot connect via phone, or simply if you want to make things more organized, IVR trees can do the trick. You can set them up, customize them, and figure out what works the best for you right away in LiveAgent.

What are the benefits of the IVR?

Auto transfers + unlimited choices
Increases first contact resolution
Increases customer satisfaction
Saves money and time for agents

Record your own IVR messages

Create a professional remote call center complete with custom IVR menu messages. Record them today for free. No credit card required.

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Interactive voice response example – Department transfers

See an IVR tree with two available department choices below. Customers can either choose the Sales department or Technical department.

Hello, you’ve reached [Company Name]. Please choose from the following menu options:

To speak with a Sales representative, press 1.

For technical support, press 2.

This saves customer’s and company representative’s time. No extra transfers are needed when a customer reaches the correct department immediately.

Moreover, you can record a custom sound for each automatic department transfer (play). Add music that is being played before a representative answers the call (online/play). If there is no available agent, a customer can also leave a voicemail (offline/voicemail).

start:
  - choice:
      1:
        name: Sales department
        play: http://www.example.com/sound-sales.mp3
        do:
            - transfer:
              to: salesDep
              if:
                online:
                  - play: http://www.example.com/welcome.mp3
                  - ring
                offline:
                  - play: http://www.example.com/voicemail.mp3
                  - voicemail
      2:
        name: Technical department
        play: http://www.example.com/welcome.mp3
        do:
            - transfer:
              to: techDep
              if:
                online:
                  - ring
                offline:
                  - play: http://www.example.com/voicemail.mp3
                  - voicemail

Creating a professional Interactive Voice Response message can seem like a daunting task at first. Don’t worry; we have created free customizable IVR scripts to get your business started right away.

Knowledge base resources

Learn how to;

Frequently Asked Questions

How does the IVR system work?
The IVR system works by using pre-recorded voice prompts to guide users through the process, along with the use of DTMF tones to input information. When a call is received, the IVR system will play a recorded message that provides options for the user to choose from. The user selects the option by pressing the corresponding keys on their phone's keypad. Based on the user's selection, the system can provide account information, transfer the call to a customer service representative, or perform other actions as programmed.
Why is IVR important in customer service?
IVR allows customers to interact with a company's automated phone system by using voice or keypad inputs, which can help streamline the customer service process and reduce wait times. IVR systems can also provide self-service options for simple inquiries, freeing up human agents to handle more complex issues.
How many calls can IVR handle?
The amount of calls an IVR system can handle depends on various factors such as the system's capacity, configuration, and the level of call traffic. Typically, these systems can handle a large volume of calls simultaneously, making them a great option for businesses that need to be able to handle high call volumes on a daily basis.

Automatic Callback

Empower your customers to request a callback and improve their support experience with your virtual call center/multichannel helpdesk.

IVR (Interactive Voice Response)

Take your customers to the experts during voice calls with Interactive Voice Response. Create your own IVR trees and route calls where you want them.

Customer service callback

Customer service callback functions give your customers the opportunity to request a callback instead of waiting on hold if the line is busy.

Interactive Voice Response allows callers to navigate through a phone system before talking to a customer support representative. Via IVR you can play custom recordings to your customers, gather information during the interaction, and execute appropriate actions, such as routing the caller to the correct agent/department or issuing a callback.

IVR (Interactive Voice Response)

The Interactive Voice Response (IVR) system enables callers to navigate a phone system before speaking to a customer support representative, play custom recordings, and execute actions like routing the caller to the correct agent or department. It can be set up separately for each number through a YAML script in LiveAgent and involves 3 mandatory sections: online, queue, and offline. IVR examples are available, and all recordings needed have to be added to LiveAgent accounts. Other features offered by LiveAgent include integrated customer support through various channels and safety measures like SSL.