The full form of IVRs is Interactive Voice Response System.
Interactive Voice Response System Explained
An Interactive Voice Response System (IVRS) is an automated telephony system that interacts with callers, gathers information, and routes calls to the appropriate recipient. This technology is widely used in customer service, allowing businesses to handle a high volume of calls efficiently.
Here’s a breakdown of what IVRs do:
- Interacts with callers: IVRs use pre-recorded voice prompts to guide callers through a menu of options.
- Gathers information: Callers can input information using their phone's keypad or through voice recognition. This data can include account numbers, order numbers, or specific issues.
- Routes calls: Based on the information gathered, the IVR system directs the caller to the appropriate department or agent.
Key Features of IVR Systems
IVR systems offer several key features that enhance their functionality:
- Menu-Driven Navigation: Callers navigate through options presented in a hierarchical menu.
- Voice Recognition: Some advanced IVR systems use voice recognition to understand spoken commands.
- Call Routing: IVRs can route calls based on pre-defined rules, caller input, or agent availability.
- Information Retrieval: IVRs can provide callers with automated information, such as account balances, order status, or operating hours.
- Integration with Databases: IVRs can integrate with databases to access and update customer information in real-time.
- Reporting and Analytics: IVR systems can generate reports on call volume, call duration, and other metrics.
Example of IVR Use
Imagine calling your bank:
- You hear: "Thank you for calling [Bank Name]. For English, press 1. For Spanish, press 2."
- After pressing 1, you might hear: "For account information, press 1. For loan inquiries, press 2. For all other inquiries, press 3."
- Depending on your selection, you are either provided with automated information or connected to a live agent.
