IVR Software: What it is, Who uses it, Benefits, Features and Examples

Overview:

Interactive Voice Response (IVR) is a technology that allows customers to navigate a phone system by simply using touch-tone keypads or talking to an automated voice. IVR software is designed to handle inbound and outbound calls, interact with customers through pre-recorded or computer-generated voice prompts, and transfer them to the appropriate service or a live agent. In this article, we’re going to dive into the details of IVR software, including its uses, benefits, features, and examples.

Who uses IVR Software?

IVR software is widely used by businesses of all sizes across various industries that cater to several customers via phone calls. It is commonly used in call centers, customer service departments, help desks, and support centers. IVRs are also used for outbound calls such as appointment reminders, surveys, and marketing campaigns.

Benefits of IVR Software:

1. Enhanced customer experience: With IVR, customers can quickly navigate their calls without being placed on hold or routed to the wrong agent. This provides quicker and more personalized customer service experience, leading to increased satisfaction and loyalty.
2. Improved efficiency: IVR software can handle a large number of calls simultaneously, which reduces the workload of live agents and increases productivity.
3. Cost-effective: IVR software reduces the operational costs of a business because it replaces human agents for tasks such as answering routine inquiries and routing calls to the correct department.
4. 24/7 Availability: IVR software is available 24/7, providing round-the-clock support to customers and acting as a virtual receptionist.
5. Detailed Analytics: IVR software provides businesses with detailed data on the number of calls received, the response time of the agents, and other metrics that can be used for improving the customer service experience.

Features of IVR Software:

1. Call Routing: IVR software routes incoming calls to the most appropriate agent by using custom call flow diagrams.
2. Voice Recognition: IVR software uses voice recognition technology to allow callers to speak their request instead of using touch-tone keypads.
3. Customizable Prompts: IVR software provides pre-recorded voice prompts that can be customized according to a business’s specific needs.
4. Multi-lingual Support: IVR software can be programmed to offer prompts in multiple languages based on the caller’s preference.
5. Integration with CRM: IVR software integrates with customer relationship management software that provides agents with detailed information about the caller’s history.

5 Examples of Relevant IVR Software:

1. Five9 (five9.com): Five9 is a cloud-based IVR software that offers call routing, voice recognition, and integration with CRM systems. Its distinguishing feature is its Agent Desktop Toolkit, which provides agents with real-time data on call history, customer feedback, and trends.
2. NICE inContact (niceincontact.com): NICE inContact offers IVR software designed specifically for customer service departments in large enterprises. Its distinguishing feature is its AI-powered text-to-speech technology, which provides a more conversational experience for customers.
3. Genesys (genesys.com): Genesys is IVR software that offers customers personalized self-service options and allows them to connect seamlessly to agents when needed. Its distinguishing feature is its Dynamic IVR technology that uses real-time customer data to provide personalized recommendations and solutions.
4. Aspect (aspect.com): Aspect is a powerful IVR software used by businesses of all sizes. Its distinguishing feature is its speech recognition capabilities that enable customers to have a natural language conversation with the IVR system.
5. RingCentral (ringcentral.com): RingCentral is a cloud-based communication platform that includes IVR software. Its distinguishing feature is its omnichannel routing capabilities that allow customers to connect through their preferred communication channel, such as phone, email, SMS, or chat.

Conclusion:

IVR software is an essential tool for businesses that want to provide efficient and personalized customer service. Its features such as voice recognition, call routing, and integration with CRM systems help businesses to increase customer satisfaction and streamline their operations. While there are some drawbacks such as the lack of human touch and a limited ability to solve complex problems, IVR software is an effective tool for improving customer experience in various industries.