IVR

With Interactive Voice Response an auto attendant allows callers to be transferred to a specific line without the intervention of a human operator, whereas the IVR system uses speech recognition as well as dual-tone multi-frequency (DTMF) keypad inputs. IVR systems intelligently interact with callers, gathering information and then routing them to the appropriate line.

Elitetele.com offers bespoke IVR systems that will instantly benefit your business. Rather than using an outdated auto-attendant, an IVR system will allow you to answer 100% of your calls, and will route them to the correct line, meaning the customer isn’t transferred to numerous agents before reaching the right department. This inevitably keeps customers happy and your business booming.

As well as offering a world-class IVR solution, Elitetele.com can also organise professional voicing and scripting, menu options and all those other little details.

Features of IVR

An IVR system can come with business-specific features, however, the general features are as follows:

• IVR systems route calls to the appropriate department or person based on tones entered through the caller's keypad (known as DTMF) or through speech recognition.
• IVR systems offer the identification and authentication of the caller prior to passing the caller on to an agent - this allows it to bring up the automatic records and account information of the caller ready for the agent.
• IVR routes callers depending on the relationship they have with your business - this allows premium call handling.
• Studies indicate that due to recent advancements in IVR, businesses with the system can actually increase customer loyalty, customer satisfaction, customer retention and call speeds.

Benefits of IVR

It makes good business sense to have an IVR system in place. Here's why:

• Companies can integrate their databases into an IVR application, enabling callers to fully automate the contact process.
• IVR can fully link into Computer Telephony Integration (CTI) to allow for full cross platform integration which makes the company more efficient.
• An IVR system uses DTMF input as well as voice recognition, interacting intelligently with the customer and making the process stress-free and efficient.