IVR
IVR (Interactive Voice Response) is an interactive voice system that allows interaction with users via telephone keys or voice commands. IVR is used to automatically answer calls and direct subscribers to the necessary services or information without the participation of an operator.
Telephone line and IP telephony. IVR systems operate via telephone networks and digital telephony, which allows the call to be processed using the Internet protocol (VoIP).
Answering Machine: Recorded voice messages greet the caller and offer cyprus email list various options to choose from.
DTMF tones. The system recognizes keystrokes on the phone (Dual-tone multi-frequency) to navigate through the menu.
Speech recognition: Some IVR systems support voice recognition for more natural interaction.
Databases and integration with business applications. IVR can interact with databases to obtain customer information or process requests (e.g. checking account balance, order status).
How IVR works:
Receiving a call. When a subscriber calls a company number, the call goes to the IVR system.
Greeting and menu. The answering machine greets the caller and prompts them to select the desired option from the voice menu (e.g., "Press 1 for support, press 2 for sales").
Menu navigation. The subscriber presses the appropriate keys or speaks commands, and the system directs him to the desired service or information.
Request processing. IVR can process requests independently (for example, providing balance information) or transfer the call to an operator if necessary.
Recording and reporting: The system can record calls and generate reports for analysis and service improvement.
Examples of IVR use:
Customer Service: Companies can use IVR to automate frequently asked questions and route calls to the appropriate departments.
Banking services: Customers can check balances, make transfers and receive transaction information via IVR without contacting an operator.
Technical support. IVR can provide automated solutions to common technical issues and route complex queries to specialists.
Marketing campaigns: Automated surveys and marketing research can be conducted via IVR, collecting data from customers.
Advantages of IVR:
Reduced workload for operators. Automation of call processing allows operators to be freed up to solve more complex tasks.
24/7 availability. IVR systems can operate 24/7, providing services and information at any time.
Cost savings. Reduce personnel costs by automating routine tasks and call handling.
Improved service quality. Fast and efficient call distribution improves customer experience.
Data collection and analysis. IVR can collect data about calls and customer preferences, which helps improve services.