IVR System for Contact Centers

Market research 04 12

Introduction to IVR System

Today, 40 percent of customers prefer phone support over any other form of customer service.

Since the experience consumers have when calling your company determines their future relationship with your brand, your call center is vital to your customer service strategy. You’ll be more effective in delighting and maintaining your customer base if you regularly add value and reduce friction in these interactions.

Implementing an Interactive Voice Response (IVR) device is one way to improve t he call center experience. This program adds a self-service component to your call center’s operations, allowing customers to find solutions to their problems more quickly.

Are you unsure whether or not an IVR device is suitable for you? Continue reading to know more about them.

What's an Interactive Voice Response (IVR) System?

IVR (Interactive Voice Response) is a technology that allows businesses to communicate with customers using pre-recorded voice messages and DTMF inputs via a keypad to automate inbound calls. An interactive voice response system (IVR) communicates with callers, collects some basic information, and routes calls to the appropriate agents.

Calls are routed more easily to your contact center with an IVR setup. It’s a self-service menu that consumers are provided with if they call your support line. They are linked with a representative who specializes in resolving their particular problem as soon as they choose one of the options offered.

When you call a company, for example, you might be told to “press one for sales inquiries” or “press two for payment inquiries.” This is an example of interactive voice response (IVR) system, which is a standard feature of most call center applications.

The explanation for the widespread use of IVR survey software is clear. Customers have higher standards for customer service, and IVR systems assist support teams in providing timely responses to customers. An IVR system can help you not only reduce response times by functioning as an automated answering system, but it can also reduce average case length by connecting customers with service representatives who are best suited to solve their problems.

That’s not everything, though. A well-optimized IVR can also accomplish the following, among other things:

  • Assist customers in resolving their own problems, such as answering FAQs, making payments, and checking account status.
  • Provide timely relevant information through recorded messages, such as updating delivery information, announcing opening hours, and sending product announcements.
  • Immediately route a caller to the appropriate agent – reduces transfers, reconnects dropped calls, and provides assistance with specialty issues.

Why Do Businesses Need IVR?

For various industries, an IVR survey software solution has a range of advantages. Customers may use a banking IVR, for example, to check their bank balance thus freeing up time for customer service representatives to handle more pressing issues. When combined with auto call backs, an IVR solution can help improve customer service performance, manage incoming call spikes, and raise customer loyalty. It has the potential to improve your customer experience if set up correctly.

You’ll almost certainly need an IVR if you call almost every inbound call center. Since the benefits are so important, this is particularly true for enterprise-scale call centers.

IVR has a number of main advantages, including:

  • Cost-cutting – IVR will serve consumers for a lot less money than agents can.
  • Improved customer experience – as more calls are automated, queue times decrease drastically.
  • Improved contact center agent experience – call patterns that are dull and boring are minimised.
  • Overall, a good IVR will make customer service easier, quicker, and less expensive.

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Which services can IVR automate in a call center?

Different types of customer service may be automated using an IVR.

They are as follows:

How do customers interact with IVR?

Customers can interact with IVR using two methods: DTMF and natural language processing.


If you’ve ever heard anything like “press 1 for support, press 2 for sales, etc.,” you’ve heard DTMF.

DTMF is an acronym for Dual-Tone Multi-Frequency.

Basically, pressing a key on your phone produces a specific tone. The sound indicates to the IVR system which key you pressed and thus which choice you made.

Natural language processing:

Modern IVRs often request that you speak your question aloud.

The machine will understand what you’re thinking because of natural language processing.

Many systems that use natural language processing also allow users to choose from a list of options using their keypad.

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While an IVR system may provide better call routing, self-service support options, and call resolution speed, it might not be right for your company in some situations. It’s possible that you don’t have a broad enough customer base to meet this demand, or that your current approach doesn’t allow for this form of automated response. 

As a result, before you adopt an IVR system, you should understand how much of an effect it would have on your call center operations.

Here are some steps you can take to acquire the deep understanding.


IVR System – A Quick Path to Better Customer Service

Your contact center is the core of many customer interactions and the heart of your customer service efforts. Call center operations must then be of the highest quality, since this is an ideal way to deliver better customer service.

It increases call resolution, reduces call handling times, and boosts customer loyalty. It’s also easier to put into practise than you would expect. A well-optimized IVR may be the difference between success and failure. Everything you have to do is follow the guidelines outlined above.