An interactive voice response is a telephony solution that allows you to interact with callers in your company switchboard or call center using digit-enabled prompts (press 1 for sales, press 2 for billing, and so on). It is a burden-free and efficient way to route incoming callers directly to their desired service or to play informative voice messages that can provide answers to questions without the caller having to speak with an agent.
With a properly-configured voice menu, your callers will be automatically routed according to their needs avoiding unnecessary waiting and repetitive conversations.
Offering your customers and prospects an interactive option as soon as their call connects reassures them of your company's ability to respond to their request. An IVR allows you to display a professional image over the phone to win your caller’s trust.
From simple and multi-level IVR; transfers to users and groups; personalized voice messages and pre-recordings; call forward to an external number or call center; to call queue and on-hold music...Ringover's IVR can do it all. And, as always, right from your dashboard.
Use your interactive voice response to automatically send your incoming calls to the right people based on their skills. Create user groups by skill set and language for example to ensure calls always reach the most capable agent.
Set up a multi-level interactive menu to guide your callers through to the right agent, user group or voice message. Create layers of options that prompt callers to press through a series of digits until they locate the specific solution to their need.
Use your CRM data to route incoming calls to the users best suited to respond to the customer’s needs.
Provide answers to the most frequently asked questions (e.g. opening hours, alternative contact information and special events) in the form of voice messages - either pre-recorded or created in just a few clicks using Ringover's online studio.
Experiencing high call traffic? Outsourcing call handling services? Simply add your external service provider’s phone number into your IVR to divulge calls from your company and save your IVR from the backlog.
Build simple or complex call flows from scratch and design the right outcomes. Enjoy a clear view of every step and sequence your inbound calls will follow and make improvements in just a few clicks. Noticing low call traffic on a particular IVR branch, for example? Simply delete or modify it in one click from the call flow visualiser.
Refine your call statistics using IVR-based filters to track every switchboard call in detail. Analyze the performance of each phone line using answer rate, average call duration, average response time and more.Use these indicators to improve your inbound call management.
It only takes a few minutes to create the most efficient IVR for your business or call center (e.g. customer support) from your Ringover dashboard.
Select your IVR opening hours to welcome your customers.
Define your IVR menu according to the different departments or call groups in your company.
Personalize your IVR voice messages in a few clicks with Ringover's online studio.
For each of your IVRs, activate call recording if needed and listen to them in one click from your dashboard.
Create your IVR voice announcements in 16 different languages via Ringover’s online studio.
Set custom rules for your queues. For example, prioritize certain IVRs or even specific VIP or high-value customers.
Route calls to the agent in your team who last dealt with a particular caller, for example.
Optimize your call queues with sequenced call forwarding
Ask your customers and prospects to share feedback on their last conversation with your sales or support agents by including a personalized, automated survey at the end of every call.
No, you can create as many sub-levels as you wish. However, take care to retain clarity and to not overwhelm your callers.
Absolutely. You may, for example, put an IVR in place during certain hours and then specify call distribution. Direct transfer to a group or user, ringing in predetermined order or simultaneously amongst other possibilities.
Yes, you’ll have access to reporting based on selections made by your callers. This will allow you to modify your IVR accordingly - for example, if certain keys are rarely or never pressed or if callers tend to drop off at certain points.