FAQ

An IVR is a recorded voice menu that is sent to the caller immediately upon their make a phone call (or within minutes of a recorded greeting) which is responsive to input on the keypad (usually numbers from 0 to 9 from the keyspad) and voice prompts. It’s interactive in that it is able to be displayed at multiple levels–similar to an flow chart. It also prompts responses from the user. It is able to gather basic information to enable live agents to assist the customer better or to even eliminate the requirement for an agent for simple questions or information needs.

It makes use of DTMF (dual-tone multi-frequency) which are basically the sounds that correspond to each key, which are recognized by the other side as the input intended. The IVR is configured by using the simple portal of Servetel which allows for various options including recordings, as well as their flows can be easily identified. Today, IVR is also concerning Artificial Intelligence (AI) as well as voice-based inputs that help improve your IVR experience.

While IVR refers to Interactive Voice Response, OBD is the most common name used to refer to outbound calls. IVR allows customers to connect with the correct agent via an interactive dialpad input system. Outbound is a communication channel that communicates with customers through their contact numbers to offer promotions, offers or opt-in options.

Hosted IVR solutions are call management systems that automate which allow customers to connect with their customers by delivering a personal greeting. The bot is able to ask pertinent questions of callers, thereby giving them the perfect agent to contact immediately. Hosted IVRs are cloud-based services which do not require expensive infrastructure or hardware on premises. The data is secure on the cloud and is able to be accessed by staff members within the company.

Enhance customer service The customer experience is enhanced by answering all calls immediately, and the appropriate agent is connected seamlessly. Increase productivity of agents Agents are able to devote more time to complicated and technical questions. Conversational context gives agents access to the details of callers instantly and can take proactive care of all inquiries. Increased performance through recording data insight, and report on calls enable analysis of the performance of every agent.