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Interactive Voice Response (IVR) System for Call Centers

We identify and Route Every Customer Call To The Best Suited Agent based on Caller’s Input with an Intelligent IVR system.


What is IVR?

Interactive Voice Response (IVR) is a technology to automate your inbound calls by allowing businesses to interact with customers through pre-recorded voice messages with DTMF input using a keypad. An IVR system interacts with callers, gathers some essential information, and routes call to the appropriate agents.

Why Do Businesses Need IVR?

There are a number of benefits of an IVR software solution for different industries. For eg. A banking IVR can be used by customers to know their bank balance while freeing the customer service executive time to manage critical queries. 

Among others, an IVR solution helps to increase customer service efficiency, handle incoming call spikes ,boost customer satisfaction when complemented with auto call backs. If set up correctly it can uplift your customer experience.


What are different types of IVR System?

IVR for Self-Service

An Interactive Voice Response (IVR) System or automated voice allows businesses to service high call volumes at a lower cost.

Hosted IVR

When an IVR solution is installed on a hosted software platform, it allows businesses to access the IVR application on the internet.

Agent-Assisted IVR

An agent-assisted IVR software helps a contact center to optimize its operational costs while delivering customer service.


IVR , a game-changer

Segmentation of calls

Segmenting calls based on their purpose will help route callers quickly to the specific department or function that is most appropriate to solve their queries. To make the segmentation of calls more useful for callers, multi-level IVR menus can be created new customers, existing customers, FAQs, choice of language, connection request to agent and so on.

Self-service customer service

IVR doubles up as a self-service customer portal that callers can use on their own without an agent’s intervention. It gives them the facility to access customer support resources at any time of the day or night, on weekends, holidays, even on a real-time basis at their own convenience. To cite an example, AlfKa, an online education platform, was able to reduce their average call handling time by automating their responses to FAQs with an IVR system.

Bulk call handling

A single agent can attend only to a single call at the same time. An IVR phone system can handle countless number of calls concurrently. Its bulk call handling capability helps a call center maintain key call center KPIs like Average Handling Time, Average Abandonment rate, resolution rate, etc. in a healthy state.

Prioritizing complex calls

An IVR gives the agent time to attend to complex calls that require deeper inquiry and interaction with the caller. IVR also ensures that the call is not related to any commonly asked queries which can be solved with canned responses. It gives time for agents to prepare for complex calls that might require extensive information collection, step-by-step instructions and so on.


Realize the power of voice communications

Personal Touch

Be there for your customers when they need you. Give your customer care the voice it deserves, literally.

Simple Setup

Launch IVR support and voice campaigns in just a few simple steps with our simple, intuitive flow builder.

When Do Businesses Use an IVR Number?

Personalized Experience

Customize your IVR flow and messaging based on callers’ region, transaction history, or other relevant factors

Reduce Operational Costs

IVR systems replace a receptionist or a customer service agent who answers calls and directs calls to agents

After Hours Customer Support

Play a pre-recorded message mentioning you are closed and your office timings for post office hours calls

Collect Feedback

An IVR dialer is an effective channel to gather callers’ feedback or run a survey.Provide automated customer support over voice recognition

Automate Customer Care

Provide the callers with an option to self-serve while automating routine queries. Free-up your customers from waiting to talk to customer support team for common queries

Improve First Call Resolution

Direct callers to the most appropriate department and qualified agent to avoid call transfer and increase customer satisfaction

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Your IVR, your way

Encourage self-service. Delight customers. Free up agents.


Reflect your brand identity

Use personalization to create customized greetings that build trust.


Maximize ROI

Easily integrate your IVR with your existing systems and reduce additional work.


Lower TCO

Improve key self‑service metrics and increase automation to reduce the need for live agent involvement.


Reduce agent churn

Keep agents engaged with high‑value customers to improve employee retention and lower hiring costs.


How does IVR works

Step 1

The customer dials the customer care or contact number published by the company
Caller dials the DID or Brand’s contact number

Step 2

Caller greeted with pre-recorded Message
A pre-recorded message greets the customers followed by prompts asking for relevant DTMF input via dial pad

Step 3

Information transfer to Caller
Once the caller dials the desired IVR input a simple CRM data fetch is possible , the required information is relayed back to the caller


Looking for Agent interaction
Once the caller dials the desired agent, caller either waits in queue or is connected to the right agent or department for assistance. In case a queue is busy one can also deploy an auto call back to caller improve caller’s experience

Integrate our IVR system with both inbound and outbound calls

Inbound calls

Inbound IVR systems are largely in demand for customer support, tracking, and related domains. They can be used to reroute the call to the right department, to send information via SMS, and more.

Outbound calls

IVRs can also be used for outbound calls, meaning that an automated message is played when the person on the other end responds. They are largely used for feedback systems and surveys.