What is IVR (Interactive Voice Response) and how does it work?

IVR interactive voice response
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Interactive Voice Response (IVR)

IVR systems can normally handle and service high volumes of telephone calls. With an interactive voice response system companies can reduce costs and improve the customer experience because callers get the information they need 24 hours a day without the need for expensive human resources.

Where are IVR Systems used?

In an IVR system, callers are given the ability to select options by pressing the keys. Pressing a digit on the telephone keypad sends a DTMF tone to the company’s answering system which then selects the appropriate action/response according to the digit pressed.

How does an IVR system work?

Interactive Voice Response or IVR is a telephony technology that allows customers to interact with the company’s customer care system through configurable voice menus, in real time, using DTMF tones.

Interactive Voice Response (IVR) consists of a telephone system that is capable of receiving a call and interacting with the human through voice recordings and recognition of simple answers, such as “yes”, “no” or others. It is an automated interactive response system, aimed at delivering or capturing information over the phone, allowing access to information services or other operations. The IVR systems implemented in the network have the capacity to manage large volumes of calls and are also used for outgoing calls, since these systems are more intelligent than many predictive dialing systems.

IVR or Interactive Voice Response is an automated interactive response system, oriented to deliver and/or capture automated information through the telephone, allowing access to information services and authorized operations, 24 hours a day.

Neotel’s professional services leverage years of experience and thousands of successful implementations to provide creative leadership and commitment to results.

We use the latest tools and techniques to design, develop, deploy and optimize your voice applications.

Experienced technical assistance that delivers exceptional results

A new type of IVR system that offers the ability to handle incoming telephone queries through improved, human-like interactions.

Realistic conversational IVR

People prefer improved IVR experiences

Neotel’s conversational interactive voice response (IVR) enables near-human interactions that enable people to self-service and successfully solve their problems within the IVR system. It offers an intuitive service experience that anticipates the needs of callers and allows them to interact with the system naturally, with their own words. It creates an intelligent and personalized experience that they perceive as if they were talking to an agent in real time.

It’s time to adapt to this new reality and strike a balance between meeting growing customer expectations and reducing operating costs.

Add the power of an intuitive, natural, conversational self-service IVR system that customers will really use and appreciate.

Advantages of a self-service through an IVR

Process automation via telephone service

Interactive Voice Response or IVR is a Neotel functionality that allows you to play a voice message when your customers call your PBX, allowing them to address with the most appropriate extension for their communication need.

What is IVR?

Interactive Voice Response allows you to play a voice message to users that connects to your PBX.

For companies that deal with a large number of customers, it’s important to make a good first impression when they call. An interactive voice response (IVR) system offers personalized greeting, call forwarding and self-service options that help businesses build business loyalty and achieve maximum customer satisfaction.

Deliver a superior customer service experience with a powerful IVR system that exceeds customer expectations.

Queue positioning

When receiving more than one call in a queue, the person making the call is indicated the position he occupies while he is on hold. Likewise, the receiver of the call, once he answers it, indicates the time that the person making the call has been on hold.

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What is IVR (Interactive Voice Response) and how does it work?
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