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  • IVR (Interactive Voice Response)

IVR (Interactive Voice Response)

What is an IVR?

IVR is an abbreviation for Interactive Voice Response. Interactive voice response is an automated phone system that interacts with callers. The IVR system gathers information during the interaction and responds by executing an appropriate action, such as routing the caller to the correct agent/department or issuing a callback.

How does Interactive Voice Response work?

Interactive Voice Response lets you route calls to proper departments or agents. When a customer wants to contact your support team, they encounter a pre-recorded voice prompts. All they have to do is enter a few voice or key commands, and they are immediately redirected to the correct department of your support team.

For example, a typical IVR tree would take the customer to the expected department, like the Billing department, after the customer presses a specific number on their phone.

IVR allows your agents to work more efficiently and harness the full potential of your call center phone software.

IVR tree - LiveAgent
IVR Interactive Voice Response

How does it work in LiveAgent?

LiveAgent features a comprehensive IVR online designer tool where anyone can design their IVR trees, even if they have zero technical experience. Check out the video below to gain more insights.

Youtube video: IVR & CALLBACK FEATURE DEMO | LiveAgent

Running a daily promo, or need to make a quick announcement in your greeting message?

Our tip: Record all Interactive Voice Response audio files directly in the IVR designer tool in LiveAgent. The tool lets you design/write your Interactive Voice Response tree from scratch, including recording or uploading your audio files into the tree.

What functions does LiveAgent IVR have?

  • Callback function
  • Record your own Interactive Voice Response messages
  • Upload pre-recorded messages
  • Call prioritization
  • Routing to the correct departments/agents
Interactive Voice Response settings in LiveAgent

Why should you use the IVR?

IVR is a well-known customer support feature that can do wonders for your help desk. If your agents are feeling overwhelmed, customers cannot connect via phone, or simply if you want to make things more organized, IVR trees can do the trick. You can set them up, customize them, and figure out what works the best for you right away in LiveAgent.

What are the benefits of the IVR?

  • Auto transfers + unlimited choices
  • Increases first contact resolution
  • Increases customer satisfaction
  • Saves money and time for agents

Record your own IVR messages

Create a professional remote call center complete with custom IVR menu messages. Record them today for free. No credit card required.

Interactive voice response example – Department transfers

See an IVR tree with two available department choices below. Customers can either choose the Sales department or Technical department.

Hello, you’ve reached [Company Name]. Please choose from the following menu options:

To speak with a Sales representative, press 1.

For technical support, press 2.

This saves customer’s and company representative’s time. No extra transfers are needed when a customer reaches the correct department immediately.

Moreover, you can record a custom sound for each automatic department transfer (play). Add music that is being played before a representative answers the call (online/play). If there is no available agent, a customer can also leave a voicemail (offline/voicemail).

  - choice:
        name: Sales department
        play: http://www.example.com/sound-sales.mp3
            - transfer:
              to: salesDep
                  - play: http://www.example.com/welcome.mp3
                  - ring
                  - play: http://www.example.com/voicemail.mp3
                  - voicemail
        name: Technical department
        play: http://www.example.com/welcome.mp3
            - transfer:
              to: techDep
                  - ring
                  - play: http://www.example.com/voicemail.mp3
                  - voicemail

Creating a professional Interactive Voice Response message can seem like a daunting task at first. Don’t worry; we have created free customizable IVR scripts to get your business started right away.

Knowledge base resources

Learn how to;

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Frequently asked questions

How does IVR work?

Interactive Voice Response lets you route calls in your call center software to the proper departments or agents. In other words, it allows your calling customers to get to the suitable agents directly. For instance, a typical IVR tree would take the customer to the expected department, like the Billing department, after the customer presses a specific number on her phone.

What functions does LiveAgent IVR have?

LiveAgent’s IVR functions include a callback function, call prioritization, the ability to record your IVR messages, upload pre-recorded messages, and route the calls to the correct departments/agents.

What are the benefits of IVR?

The benefits of IVR include auto transfers, unlimited choices, increased first contact resolution, customer satisfaction, and improved agent workflow.

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