Interactive Voice Response (IVR) System for Businesses
Greet your customers with a professional interactive voice response (IVR) system provided by Exotel and route calls to the right team based on the caller’s input.
Types of IVR
Single-level IVR
This is the simplest form of IVR. In this type, you can only add a single layer of IVR to your call flow. Single level IVR is perfect for simple use cases where one input is enough to connect an agent or trigger a message.
Multi-level IVR
You can think of multi-level IVR as an IVR within an IVR. Sometimes it’s unmanageable to create an IVR menu with a 0-9 prompt. In this case, you can use multiple layers of IVR in your call flow to streamline the workflow.
Multi-level interactive voice response (IVR) menu to guide the caller through different options. Make sure they are always directed to the right department, agent, or group of agents and that they are receiving relevant information through customized messages.
IVR improves the quality of services provided by your call center software. It automatizes workflows, allowing you to manage your call center’s customer support systems more efficiently.
For example, when callers enter their order number on the keypad, IVR can inform them of their order’s status. This feature can be also truly useful in the banking sector. After customers enter a 16 digit card number, IVR informs them of their bank account balance. Automation pays off since around ¾ of millennials nowadays prefer automated services to direct interactions with people.