What is Interactive Voice Response (IVR)?

Interactive Voice Response (IVR) is an automated telephony system that interacts with callers, gathers information and routes calls to the appropriate recipients. An IVR system (IVRS) accepts a combination of voice telephone input and touch-tone keypad selection and provides the appropriate responses in the form of voice, fax, callback, email and other contact methods.

What is IVR for?

IVR stands for Interactive Voice Response. It enables a caller to use their touch-tone phone or voice telephone input to interact with your database and obtain information on demand using a phone-based, self-service application. The FoneLogix IVR platform is versatile, and built to provide your organization with access to cloud-based applications that can integrate with any PBX and database to offer real-time interaction for simple or complex customer inquiries.

What does IVR do?

Interactive Voice Response offers the ability to provide database-driven, touch-tone applications to your callers for convenient 24/7 self-service. This self-service application reduces the number of basic calls that need to be handled by your agents and improves the customer interaction. By integrating with any PBX and database, it improves the flow of information and automates redundant tasks that are often carried out in a call center, making your organization’s day-to-day activities more efficient.

Why should you use IVR?

Your business must continue to strive for efficiency when providing customer service without sacrificing quality. FoneLogix IVR allows your customers to get fast and easy access to the answers and services they need at any time of the day without having to wait on hold or interact with your agents. It creates a quick and pleasant caller experience while providing customers with critical information they need on demand. Your Contact Center managers are looking for new ways to enhance the caller/agent experience while maintaining efficient staffing levels to control overhead costs and keep customer hold times to a minimum. IVR reduces redundant calls, freeing your agent staff to focus on enhancing customer experiences on calls that require personable interactions. IVR and automated screen pops provide a shorter, more seamless caller experience without requiring previously collected data, keeping your customers’ valued time in mind.

Who can benefit from IVR?

This contact center solution is perfect for your company if you want to reduce your cost of service while still maintaining excellent customer interactions. Both inbound and outbound applications offer productive and affordable communications and customer interaction, making this a highly efficient tool.

Contact Center is a great fit for:

  • Financial
  • Insurance
  • Government & Public Sector
  • Health Care
  • Retail

  • Utilities
  • Legal
  • Social Services
  • Hospitality
  • Telecommunications

How is IVR used?

FoneLogix IVR has many vertical-specific applications, all based on the same functionality. Businesses in the following verticals have implemented IVR for a number of reasons, the most frequently used are listed here:

Healthcare

  • Appointment Reminders
  • Lab Test Status
  • Prescription Refill and Status
  • Surveys

Government & Public Sector

  • Property Tax Payments
  • DMV Renewals by Phone
  • Law Enforcement (Background Checks)
  • Probation Enforcement

Insurance & Financial

  • Policy Status & Renewals
  • Payment by Phone
  • Product Info
  • Account Balances
  • Account Inquiry
  • Loan Payment by Phone
  • Payment Reminders
  • Credit Card Authorization

Retail

  • Membership Services
  • Order Status/Order Entry
  • Outbound Notifications (Voice/Text)
  • Customer Surveys
  • Credit Card Authorization
  • Scratch-Off Games
  • Shipment Status
  • Payment Status