IVR Number

Smart IVR

IVR System for Business

Greet your customers with a professional IVR number provided by Exotel and route calls to the right team based on the caller’s input

 

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What is an IVR?

IVR stands for Interactive Voice Response. It is a technology that allows a pre-recorded voice to interact with humans through voice and DTMF tones input via the keypad. Meaning, when you call, the voice on the other end will be computer-generated. You use your phone’s keyboard to create a certain outcome.

How have businesses traditionally used IVR?

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Easy updates

This method allows your customer to pay for services availed using their mobile phones. From ordering movie tickets to home delivery, almost every division has used IVR for payments at some point.

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Cash on delivery verification

Cash on delivery orders, if not verified, incur huge expenses for companies. Companies now use a simple IVR system that ensures the order is verified by the customer before it goes out for delivery. This saves time, money and human resources for the company at stake.

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For local language interaction

A system that is completely automated is one of the most basic uses of IVR. It is the easiest way to communicate with people of all languages, without having to hire people who speak all these different languages.

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Automated checking for order status

With IVR, all a customer has to do is call the number given by the company, punch in his user ID and he gets the status of his order. This makes it simple for the customer while also avoiding the human intervention, thereby reducing the need for extra manpower.

IVR savings calculator

Consider a human receptionist answers 3000 calls a month, and is being paid a salary of Rs.20,000. Here is a representation of your savings potential if an IVR replaces a human

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Monthly Cost for IVR ( fully automated IVR at ₹0.6p/min)

0.00

Monthly human receptionist cost

0.00

Your savings per month

Disclaimer: Extra charges applicable for toll free numbers
Disclaimer: Call rates vary based on volumes

Try Exotel’s Smart IVR Free for 15 Days!

Sign up to get free Call & SMS credits

Why an IVR number is essential for your business?

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Sound professional

Greet your callers with a clear and concise IVR greeting

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Route calls with ease

Press 1 for Sales, 2 for Support etc. Give your customers the best experience

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Support remote working

With Exotel’s IVR number, you can work from anywhere

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Smart call routing

Time-based and team-based call routing on the caller’s input through your IVR system.

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Reports and analytics

Agent-wise Reporting and Call analytics everyday on a real-time basis

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Scale with ease

Add/Remove agents with a click of a button. You can also scale your calls without any inhibitions!

Integrate our IVR system in both inbound and outbound calls

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Inbound calls

If you have called a customer support number before, you must have experienced Inbound Call IVR. You can use IVR to connect the dialer to the right department, send information via SMS and more. Inbound IVR systems are popularly used for customer support, order tracking and more.

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Outbound calls

IVR can be implemented for Outbound calls too. For instance, you can make automated calls with a pre-recorded message that will play when the person on the other end answers. You can use IVR to accept input from the customer. Outbound Call IVR is especially useful for feedback, surveys and COD confirmation.

Track and analyze calls on your IVR number

Improve your product/service using call recordings of your IVR calls, available in your inbox

 

 

Try Smart IVR free for 15 days

 

How businesses benefit from IVR systems

Better customer experience

Our Smart IVR feature ensures your customers speak to the right person who can help them with what they are looking for. The easier it is for your customers to get connected to the right person, the happier your customer will be.

Gather feedback

IVR systems can be used as an effective channel to collect valuable feedback from the customer which can then be used to improve your service.

Improve efficiency

With automated IVR systems, there are now streamlined processes in place. Your company is now able to have a process in place for all mundane tasks so that your staff can focus on other key activities.

Handle larger call volumes with a lean team

A customer does not have to speak to an agent each time. The IVR can handle a large volume of incoming calls. For instance, if the customer wants to know the order status, he can directly be conntected to an IVR instead of speaking to a human agent.

Be available after hours

Not all companies have a 24×7 customer support. In cases like these, IVRs can help. Simply set up with a greeting that mentions your office is closed and also mentions your work hours. This will help customers call back during your business hours.

Personalisation

With Exotel’s IVR, you can decide what your customers hear. Say for instance someone is calling for the first time, then you can play a greeting that different from when a person is calling the second or third time. Personalization is important because it helps your customer listen to more relevant information.

Types of IVR

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Single-level IVR

This is the simplest form of IVR. In this type, you can only add a single layer of IVR to your call flow. Single level IVR is perfect for simple use cases where one input is enough to connect an agent or trigger a message.

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Multi-level IVR

You can think of multi-level IVR as an IVR within an IVR. Sometimes it’s unmanageable to create an IVR menu with a 0-9 prompt. In this case, you can use multiple layers of IVR in your call flow to streamline the workflow.

Automate your business communication with multi-level IVR number system

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IVR  automation

What can you use IVR automation for?

Surveys for market research

IVR is the most economical and easiest way to conduct a market-research survey. Understand your customer demographic and decode their purchasing preferences and habits with surveys.

Feedback about customer satisfaction

IVR is the best way to collect feedback. You can also use a multilingual method to solicit feedback, thus ensuring language does not pose a problem.

Large scale employment drive

Hiring for blue-collar jobs is a challenge. A simple IVR call blast can help with the initial screening of employees. This is particularly useful for driving large-scale hiring.

Try Exotel’s Smart IVR Free for 15 Days!

Sign up to get free Call & SMS credits

Here’s how our customers use IVR for their business

Ola works with Exotel to automate this process using IVR

Read More

Swiggy uses automated IVR calls to notify the restaurant when an order is placed. This helps them save order delays.

Read More

RedBus uses Exotel’s IVR to handle ticket cancellation and refund status enquiry

Read More

Asia’s most innovative companies use Exotel

Rajkishan


Exotel's automated calls have helped in increasing our service levels and reducing our costs since there is no need for any manual intervention.


Senior Manager - Operations and Strategy

Prateek Jain


The number masking feature has been a very worthy addition to making our customer experience even better.


Former Associate Director - Driver Experience, Olacabs

Satish Chugh


Very supportive and understanding staff who have lived up to every expectation, and at times exceeded them too.


Senior Manager- Last Mile Design, Ekart

Shashank ND


We have worked across cloud telephony players and with other vendors, but the fact is Exotel is dependable.


Co-Founder & CEO, Practo

Praveen Kumar


Exotel's APIs are very clearly defined. Our tech team could integrate them in no time. It’s easy to incorporate into any product.


Assistant Vice President, Quikr Services

Kumar Vinod


We used to use a traditional PBX system before. But that doesn’t have the capabilities of Exotel’s IVR system. So, we decided to use Exotel for our IVR cancellation system.


Senior Manager - Operations, redBus

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The Exotel Advantage

Why Exotel is considered as the most reliable IVR service provider in India and Southeast Asia

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Highly Secure

ISO 27001:2013 certified information security management system

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Patented Solutions

Gain competitive advantage from patented products

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Superior Quality

Best success rates, voice quality and reduced latency

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Scale at Ease

Grow at will, expand without worrying about infrastructure

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Superior Reliability

Best in class uptimes of 99.94% including operator uptimes

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Best Support

18×7 customer support via phone, email and Twitter

Frequently Asked Questions

Additional resources for you to understand IVR better:

  • IVR flows for different industries
  • Best practices for effective IVR scripts

Know how an IVR can help your enterprise. Set up a call.

 

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