Custom IVR

IVR is the acronym for interactive voice response. This term describes a telephony technology that allows people, usually customers, to use touch-tone telephones to interact with a company's various databases. One of the biggest advantages of IVR technology is that it streamlines and automates routine tasks usually handled by phone agents.

The result is lower employee costs and standardized, dependable interactions with customers. An IVR is an important component of any call center operation. Through the use of properly planned and preset menus, organizations can provide customers with various self-help tools that can alleviate the call volume handled by reps. The result of allowing customers to handle their own basic inquiries is more time for phone agents to handle more critical issues.

With a well designed IVR, customers can find out such things as account balances, the availability of products, the number of minutes left on their cell phone plans and much more. Unfortunately, not all companies use their IVR systems in a way that encourages customers to utilize the available choices. Some companies load their preset menus with so many choices that the interaction becomes nothing more than a memorization game for customers.

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