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IVR

Develop Custom IVR and IVR

IVR stands for Interactive Voice Response, which in Italian means Interactive Voice Response telephone service that can provide the information requested by the user online: in Italian the term is usually translated as IVR Auto Responder.

The user calls the telephone number dedicated to the IVR and usually hears a welcome message and immediately following a multiple-selection menu (eg "To speak with the administration, press 1. For technical support, press 2" and so on). At this point the user, by typing the corresponding number on the keypad of your phone, send a DTMF tone to the IVR phone system that will allow the right to perform the operations depending on your choice.

An IVR is composed of:

a phone server (hardware and software telephone);
layer management software (for the phone menu, integration with databases, etc..)
the sounds of voices.

The IVR services are able to perform a series of operations, even complex. The following list is not exhaustive:

Interacting with the corporate database, retrieving the information as a function of user input: an example would be to query a database of technical assistance to check the progress of a case.
Check for available operators and allow or disallow the transfer of the call operators.
Verify the time zone and you play different menus
Making use of ASR systems (speech recognition) systems and TTS (Text To Speech)
Record the user's call
Enable alerting systems (email, sms and other)

The field of application of the IVR is very large and usually it is used to automate business processes that would normally require a greater use of human resources.

VoIP PBX is able to create custom IVR for you and depending on the specific needs of your business: from simple call answering service at night for the more complex system with cascaded menus. Following analysis of your database, we can provide a seamless integration with enterprise systems.

For a free quote please contact us !