What is an IVR number?

IVR, or interactive voice response system, is a widely used cloud telephony feature that essentially acts as a virtual receptionist for your company's incoming calls. It leads your callers through a series of alternatives, which they may choose to answer either with their voice or the phone's keypad.

IVR is widely used in call centres and contact centres. Have you ever contacted a company and been greeted by an automated system followed by prerecorded options that direct you Or have you been contacted by special and unique business numbers for follow-ups, promotions etc? Well, that is what an IVR system is.

How does an IVR number work?

To build a call routing system, IVR integrated Voice Over Internet Protocol technology with your current physical phone system. IVR software helps this system along by providing automated menus that route calls to the proper offices, live operators, or databases within the caller's options.

IVR or Interactive Voice Response number offers numerous services, including the following, 

• Providing callers with information about your company
• Routing calls to the proper department or agent
• Receiving messages
• Playing audio information or caller tunes
• Conducting surveys/research

What are the benefits of using an IVR number?

->It can enhance first-contact resolution

There are numerous ways interactive voice response (IVR) systems can help first contact resolution (FCR) improve:

1. Call Routing

IVR systems can efficiently route to the most suitable department or agent. IVR decreases transfers and lowers the likelihood of errors by guiding consumers to the appropriate resource right away, resulting in faster issue resolution.

2. Call Prioritisation

Using pre-recorded prompts or voice recognition technologies, IVR systems can collect pertinent information from callers. Calls can be prioritised using this data according to urgency or issue complexity. IVR ensures that important issues are treated swiftly by giving them automatic priority or routing them to specialised agents, boosting the likelihood of first-contact resolution.

3. Call History and Context

To access call history and pertinent customer information, IVR systems can interact with customer databases or CRM systems. An agent can be given information about a caller's background and previous interactions when they get a call, helping them to better understand the needs of the caller. Due to the ability of agents to provide specialised and focused support, contextual information increases the likelihood that the problem will be solved at the first encounter.

For example, in Alohaa’s note section, agents can quickly jot down crucial information in points so that they or the next agent can address the customer’s queries without having to repeat the whole context. 

->It can improve customer experience

IVR systems can enhance customer experience and satisfaction with,

1. Significantly reduced wait time

IVR systems can allow customers to get information quickly.

2. Increased efficiency

Automated tasks can free up employees to handle other crucial tasks.

3. Connect Live agents

Customers can directly connect with Live agents from a particular department quickly.

-> It can Reduce Operational Costs

IVR (Interactive Voice Response) systems can contribute to reducing operational costs for businesses in several ways such as, 

1. Reduced Call Handling Time

Before connecting callers to an agent, IVR systems can quickly collect relevant data from callers. Alohaa’s IVR systems collect client call recordings, times, dates, notes, departments and names of agents so they can begin a conversation with informed context. As a result, customer demands are met more promptly and precisely and agents spend less time gathering basic information. Businesses may handle more calls with the same number of agents when call handling times are shorter, improving operational effectiveness and cutting costs.

2. Organized call routing

Alohaa’s round-robin and priority routing shortens call times and eases consumer inconvenience by accurately directing calls, eliminating the need for clients to be transferred more than once. Effective call routing guarantees that clients connect with the appropriate resource immediately away, cutting down on unnecessary hold intervals and increasing agent productivity. This simplified call flow increases operational effectiveness and lowers costs related to extended call times or ineffective transfers.

3. Scalability and Adaptability

IVR systems are scalable and adaptable, making it simple to handle changes in call volume. IVR can handle more incoming calls during busy times, easing the burden on human resources. Businesses may sustain service levels thanks to this scalability without having to instantly increase agent capacity. IVR systems are also relatively simple to update and modify, allowing businesses to swiftly implement changes, add new services, or update information without incurring high development or training expenditures.

Types of IVR Systems

1. On-premise IVR system

An interactive voice response system that is installed and hosted on-site at the business location is known as an on-premise IVR system. This system offers,

• Enhanced control

Businesses have total control over the system, including the hardware, software, and data, with an on-premise IVR system. Businesses that must adhere to strict regulations or that must protect sensitive data may find this to be significant.

• Increased security

Because on-premise IVR systems are not hosted online, they are often more secure than cloud-based systems. Businesses that handle sensitive data or must adhere to strict security rules may find this to be significant.

• Increased adaptability

Because they may be tailored to match the unique requirements of the organisation, on-premise IVR systems can be crucial for companies with particular needs or those that need to swiftly update the system.

However, there are certain drawbacks to on-premise IVR systems as well, such as:

• Higher price

IVR systems that are installed on-site are often more expensive to buy and maintain than those that are on the cloud.

• More difficult to set up

IVR systems that are installed on-site may require more setup and upkeep than those that are hosted in the cloud. This is so that firms can set up the system to suit their particular requirements after purchasing, installing, and configuring the necessary hardware and software.

• Requires technical expertise

Setting up and maintaining on-premise IVR systems requires technical competence. Businesses without the internal competence to manage the system may find this challenging.

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2. Cloud-based IVR systems

An interactive voice response system that is hosted online is known as a cloud-based IVR system. Compared to on-premise IVR systems, this type of technology has several benefits, including:

• ‍Lower cost

Because organisations do not have to buy and maintain the hardware and software, cloud-based IVR systems are often more economical than on-premise systems.

• Simple setup

Since businesses don't have to buy and install any hardware or software, cloud-based IVR systems are often simpler to establish and manage than on-premise systems.

• Scalable

Because businesses may simply add or delete users as needed, cloud-based IVR solutions are often more scalable than on-premise systems.

• Secure

Because they are hosted in secure data centres, cloud-based IVR systems are often just as secure as on-premise systems.

Cloud-based IVR systems such as Alohaa are a better alternative to on-premise IVR systems because they are simple and are best suited for small, growing, and large businesses. 

How to Set up an IVR number?

Cloud-based IVR systems such as Alohaa can be set up in 15 minutes and are available for use! Visit Alohaa.ai for more information or book your free demo now!