Interactive Voice Response 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 can use your phone’s keyboard to create a certain outcome.
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.
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.
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.
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.
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.
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.
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.
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.
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.
Just drag-drop applets and build your IVR call flow. Don’t wait for developers to code them.
A customer reaches the number mentioned on your ad/website/app.
Here’s how simple it is to build an IVR call flow using Exotel
Greet your callers with a clear and concise IVR greeting
Press 1 for Sales, 2 for Support etc. Give your customers the best experience
With Exotel’s IVR number, you can work from anywhere
Agent-wise Reporting and Call analytics everyday on a real-time basis
Add/Remove agents with a click of a button. You can also scale your calls without any inhibitions!
Monthly Cost for IVR ( fully automated IVR at ₹0.6p/min)
Monthly human receptionist cost
Your savings per month
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.
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.
Improve your product/service using call recordings of your IVR calls, available in your inbox
What can you use IVR automation for?
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.
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.
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.
Exotel's API documentation and implementation process is extremely simple and easy to follow. There were no hassles in setting it up. We use other cloud telephony platforms as well but Exotel gets a big thumbs-up from us for their ease of use.
We have worked across cloud telephony players and with other vendors, but the fact is Exotel is dependable.
The number masking feature has been a very worthy addition to making our customer experience even better.
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.
Exotel's automated calls have helped in increasing our service levels and reducing our costs since there is no need for any manual intervention.
Exotel's APIs are very clearly defined. Our tech team could integrate them in no time. It’s easy to incorporate into any product.
An excellent, user friendly and cost effective platform. Automations make it very easy for the caller and receiver to interact efficiently. We are truly glad to have moved to Exotel.
Very supportive and understanding staff who have lived up to every expectation, and at times exceeded them too.
ISO 27001:2013 certified information security management system
Gain competitive advantage from patented products
Best success rates, voice quality and reduced latency
Grow at will, expand without worrying about infrastructure
Best in class uptimes of 99.94% including operator uptimes
24×7 customer support via phone, email and Twitter
Choosing a reliable IVR service provider is the key to implement a robust IVR system. Below are some of the important factors to consider:
1. Reliability: Check your service provider's uptimes as it directly affects your system.
2. Flexible APIs: Check if your IVR service provider’s APIs are flexible and easy to implement in your backend systems.
3. Data Privacy: Always choose a company that is ISO certified and exercises enterprise-grade security practices.
4. Platform Scalability: Always choose an IVR provider that can quickly scale up or down as per your business needs.
5. Customer Support: Choose an IVR service provider that assures you of timely support in case you run into problems.
The cost of your IVR solution is based on your usage. We can get you a detailed summary of the pricing for your requirement.
IVR software is fully customisable. Depending on your needs, you can build a semi-automated IVR, where a human is involved in the call flow, or a fully automated IVR where a bot is involved or you can also build a hybrid IVR where both a human and a bot can be involved in the call flow.
Some of the advantages of using an IVRS number are:
1. Provide a better customer experience for your customers.
2. Get a better brand image.
3. Be available even after the business hours.
4. Handle larger call volumes with a lean team.
5. Get call information and other rich data for analytics and training purposes.
6. Scale as you wish and achieve a great level of efficiency.
The different types of IVR are 'Single-Level IVR' and 'Multi-Level IVR'. Multi-Level IVRs are good for businesses with multiple departments.
We can help you out with that. Depending on your business needs, we will help build a suitable IVR flow. Contact us to know more.
IVRS stands for Interactive Voice Response System. It is a technology that allows a pre-recorded voice to interact with humans through the use of voice and DTMF tones input via the keypad. What this means is, when you call, the voice on the other end will be a computer generated voice. You can use your phone’s keyboard to create a certain outcome. For example, “Press 1 to speak to our Support team” and “Press 2 to speak to our Sales team”. Now as you press 1, you get connected to the support team (a human) at the other end and get your query solved.
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IVR stands for Interactive Voice Response. It is a technology that allows a pre-recorded voice to interact with humans through the use of voice and DTMF tones input via the keypad.