IVR menu systems

Service customers faster with ipSCAPE’s Intelligent IVR capabilities that can route calls efficiently and enable self-service

Increase Organisational Efficiency

An Interactive Voice Response (IVR) is a menu system that directs customers to use the telephone keypad for identification and to route callers to the most appropriate agent.

Customers will be directed to the right department while agents will have the information they need to better serve customers creating efficiencies within your contact centre.

ipSCAPE’s Cloud Call Centre technology offers  IVR and Automatic Call Distribution (ACD) features.

Customer using IVR
Customer using IVR

Easily build workflows

Use ipSCAPE’s intuitive IVR builder to easily create and maintain workflows. Your IVR menu system can contain music, voice recordings, menus and multiple branches to assist the caller on their journey.

ipSCAPE also offers Virtual Agent Voice to facilitate self-service options for customers while creating a consistent brand experience throughout your IVR. Over 15 voices are available with multi-language capabilities.

Create an Intelligent IVR for smart routing

Create an intelligent IVR using ipSCAPE’s Web Services Connector which enables the creation of sophisticated branching that is more personalised and relevant for your customers.

Using the caller ID, only options relevant to the customer will be presented, resulting in faster service. Similarly, customised messages can be served based on inputs into the IVR to provide self-serve capabilities. 

Improve customer satisfaction with IVR self service

IVR Capabilities

The ipSCAPE platform provides you with all the features you need to run a world-class contact centre

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Easy to create and customise

The IVR can be customised in a matter of minutes with greetings, messages and prompts, creating a more personalised experience for your customers when they call your organisation.

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Smart Call Routing

Service customers quickly by routing customer-based inputs into the IVR. Callers will be automatically routed to the most appropriate agent or department to meet their needs.

Customer Prioritisation

Use ipSCAPE’s Web Services Connector with your IVR to identify high-value customers. Customers can be placed into a priority queue or routed to an agent they have previously engaged with.

Encourage Self-Service

Serve customers without the need for an agent. Self-service options can easily be created for information such as account balances, expected delivery times, store opening hours and payments.

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Integrate Important Messages

Easily activate messages that notify your customers of important information. If the business is impacted by an unforeseen external event, an announcement message can be quickly configured to play at the beginning of every call.

Maintain Position in Queue

Improve customer experience by creating automatic call backs that reduce the time your customers need to wait on the phone. 

Find out how a government organisation utilised IVR to direct customer calls across multiple sites and various time zones.

What is an IVR in a call center?

Interactive Voice Response (IVR) is an automated phone system technology that allows incoming callers to access information through a voice response system of pre-recorded messages, and utilise menu options via touch-tone keypad selection to have their call routed to specific departments or specialists.

A well-designed IVR software system can help increase customer satisfaction and improve contact center operations and KPIs. Particularly during times of high call volume, an effective interactive voice response system can help avoid hold time through features such as Maintain Position in Queue. In cases where a customer needs or requests to speak with a person, IVR technology can help route calls quickly and seamlessly to the best call center agent to address their inquiry. 

How does an IVR system work?

IVR or Interactive Voice Response is a technology which allows incoming callers to navigate a phone system before talking to a human operator. IVRs work with DTMF tones — touch tones from a telephone — and some have voice recognition or even artificial intelligence to respond to and route callers.

What is the benefit of IVR technology?

Interactive voice response (IVR) is a technology enables callers to navigate through your company menu and quickly reach call resolutions.

Where is IVR used?

IVR systems can be used for mobile purchases, banking payments, services, retail orders, utilities, travel information and weather conditions. A common misconception refers to an automated attendant as an IVR.

Why is IVR important?

The IVR is ideal for customers on the go, allowing them to reach out for support even when they are in-store. For this reason, the IVR plays an important role in boosting sales, as potential customers are more likely to purchase when their questions are answered efficiently.

What is IVR call flow?

Interactive Voice Response (IVR) is a system of automated call flows that lets customers select what they need from a menu of options, collects any needed information from them, and then routes their calls to the appropriate destination.

What is IVR payment?

Payments can be processed through the interactive voice response (IVR). It allows consumers to make an automated payment over the phone without interacting with an agent.

What is Multi Level IVR?

Multi-level IVR is an automated phone system that acts as an auto-receptionist by offering self-help features. When someone from an external number calls, they are guided through a series of self-service prompts. … This IVR is ideal for large companies with multiple products and services.

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