Interactive Voice Response (IVR) | IVR System | IVR Software | IVR Number Provider – Exotel
What is IVR?
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.
Types of IVR
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.
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.
How have businesses traditionally used IVR?
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.
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 customer experience.
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.
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.
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.
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.
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.
Automated checking for order status
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.
Easy visual drag-drop dashboard
Just drag-drop applets and build your IVR call flow. Don’t wait for developers to code them.
How IVR Works
Customer dials a business phone number
A customer reaches the number mentioned on your ad/website/app.
They hear a greeting followed by prompts
The corresponding outcome pans out
Here’s how our customers use IVR for their business
Why is an IVR number essential for your business?
Sound professional
Greet your callers with a clear and concise IVR greeting
Route calls with ease
Press 1 for Sales, 2 for Support etc. Give your customers the best experience
Support remote working
With Exotel’s IVR number, you can work from anywhere
Smart call routing
Time-based and team-based call routing on the caller’s input through your IVR system.
Reports and analytics
Agent-wise Reporting and Call analytics everyday on a real-time basis
Scale with ease
Add/Remove agents with a click of a button. You can also scale your calls without any inhibitions!
Interactive Voice Response 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
Monthly Cost for IVR ( fully automated IVR at $0.6p/min)
Monthly human receptionist cost
Your savings per month
Disclaimer: Extra charges applicable for toll free numbers
Disclaimer: Call rates vary based on volumes
Integrate our IVR system with both inbound and outbound calls
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.
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
Automate your business communication with multi-level IVR number system
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.
Asia’s most innovative companies use Exotel
Chirag Patel
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.
Shashank ND
We have worked across cloud telephony players and with other vendors, but the fact is Exotel is dependable.
Prateek Jain
The number masking feature has been a very worthy addition to making our customer experience even better.
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.
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.
Satish Chugh
Very supportive and understanding staff who have lived up to every expectation, and at times exceeded them too.
The Exotel Advantage
Why Exotel is considered as the most reliable IVR service provider in India and Southeast Asia
Highly Secure
ISO 27001:2013 certified information security management system
Patented Solutions
Gain competitive advantage from patented products
Superior Quality
Best success rates, voice quality and reduced latency
Scale at Ease
Grow at will, expand without worrying about infrastructure
Superior Reliability
Best in class uptimes of 99.94% including operator uptimes
Best Support
24×7 customer support via phone, email and Twitter
FAQs
Additional resources for you to understand IVR better:
