Best IVR Software

IVR Software Guide

IVR (Interactive Voice Response) software is a type of technology used to automate customer service interactions, allowing customers to interact with automated systems via their phone. IVR software is typically integrated with a company’s existing telecommunication system and can route calls effectively, reducing the need for manual handling and saving cost.

The most common type of IVR interaction occurs when a customer dials into a hotline or helpline number that connects them to an automated voice system. This system will ask them questions in order to direct them towards the most suitable options from a menu that contains different services or departments they can be connected to. It also allows customers to make certain types of requests without having to wait on hold or speak directly with an operator.

The primary benefit of using IVR software is convenience; it allows customers to access information quickly and independently without having to wait in line or speak directly with someone over the phone. It also offers greater control over how customers interact with your organization, as well as providing data about who called and what options were selected – this helps you identify trends and make better decisions about the services you provide. Finally, it can help improve customer satisfaction by making sure that callers get more relevant responses quicker than they would if they were speaking directly with an agent.

Other benefits include improved scalability; since calls are routed automatically based on caller input, companies don't have to invest in additional staff when demand increases, thereby reducing costs associated with staffing up/down during peak hours. Additionally, IVRs are typically able to analyze natural speech patterns thanks to speech recognition capabilities which allow callers to navigate menus without needing exact keywords or commands – this speed up response times considerably when compared to traditional systems where listeners must manually enter commands using keypad inputs.

In terms of implementation, most IVR solutions offer customizable scripts so that users can design their own message flows based on specific needs – this makes them highly useful for organizations looking for flexibility in their customer service operations as well as increased efficiency in handling large numbers of incoming calls quickly and accurately. Moreover, many companies integrate IVRs into their other communication tools such as websites, chatbots and mobile apps which allow users an even more seamless experience across multiple devices/platforms simultaneously – this means businesses can take advantage of opportunities like real-time analytics offered by these digital channels alongside traditional voice-based channels for better decision making and customer service performance tracking purposes.

IVR Software: What Does It Do?

An IVR, or interactive voice response system, is mostly used inside of inbound contact centers and allows callers to do tasks over the phone through numerical keypad input or through voice response. IVR software simplifies a contact center’s performance when it's used alongside CRM, or customer relationship management software.

This guide will explore all of the IVR systems that are available, and the details about each type of IVR variation, including VoIP IVR.

There are two goals that IVR software accomplishes:

First, it uses self-service which helps callers by providing automatic menus that allow them to complete tasks without help from support agents.

IVR systems work alongside automated call distribution systems, or ACDs, to route calls to the correct support agent should their needs not be met through the available self-service options. ACD systems put all incoming calls into a queue until an agent is available to answer them. The calls are then distributed to other agents using performance metrics that identify an agent’s skills and abilities. For example, if a caller enters or says the option for billing through the IVR system, they will be put into an ACD-controlled queue for someone in that specific department.

IVR systems have a menu tree structure which is a type of branching menu. The top menu includes options for billing or support. If the caller chooses the support option, they will be routed to a submenu with a variety of support options to choose from, like instructions for resetting a device. If these options aren’t satisfactory to the caller, they will be connected to a support agent.

IVR Menu Tree Branch Prompts

As previously discussed, the IVR menu tree routes calls with ACD systems through integration. This uses a caller’s touch-tone or spoken responses to connect them to the correct agent.

IVR Software Benefits

Consumers don’t think about what IVRs are, or what they even do, for that matter. All they’re concerned about is what they like and don’t like about them and how annoying they are to use a majority of the time. With all of this in mind, one may wonder why their call center needs an IVR system at all.

IVRs cut down on the amount of calls agents have to deal with at one time by allowing callers to use self-service options to resolve any issues they might have. The fewer calls there are, the fewer personnel will need to be hired which will save call center businesses a lot of money.

In addition, even if most customers don’t like IVR technology, they aren’t really thinking about the lengthy interaction they would spend with a support agent. It is true that IVR systems don’t meet a customer’s needs a lot of the time. But it’s not this horrible thing everyone makes it out to be. IVRs can collect information and transfer callers to the agents that will be able to assist them with their issues. Humans would have to perform all of these tasks if IVRs were not in place. There would be more transfers, which would most certainly frustrate the caller before they are finally transferred to the correct representative.

People being transferred from one customer service agent to another can be especially frustrated if the people they’re speaking to don’t know the answer to the question they need answered. This is why IVRs are so important in call centers.

Benefits of IVR software include:

1. Accessibility: IVR software helps to provide users with an easy and accessible way of finding the information they need, as it allows them to interact with a computerized voice-guided system. By using simple voice commands, users can quickly and easily find the information they seek without having to wait in long lines or search through complex menu options.
2. Efficiency: IVR software saves time by allowing customers to find their own answers and complete transactions directly rather than having to talk with a customer service representative. This helps reduce costs associated with staffing customer service departments, while also ensuring smoother operations since repetitive queries can be handled quickly and efficiently.
3. Automation: An important advantage of this technology is that it allows companies to automate certain processes such as payments or order fulfillment. This reduces human error and increases accuracy while freeing up staff members’ time for other tasks.
4. Cost Savings: In addition to saving money on personnel expenses, businesses can save more money by using IVR software over traditional call centers since there are no phone charges associated with using the system. Furthermore, businesses don’t have to invest in hardware if they utilize cloud-based IVR services.
5. Scalability: With IVR systems, businesses can easily scale their operations up or down depending on demand as the technology is highly flexible and customizable for different applications. Additionally, new features can be added without needing additional investments in hardware or personnel training.
6. Increased Reach: Companies can offer support 24/7 without needing extra staff members available all hours of the day since automated systems are always running in the background. Moreover, this type of technology would allow companies to reach more customers regardless of geography since customers would only need an internet connection and access to an interactive voiced response system..

Typical Features of an IVR

A list of different IVR capabilities has been provided, which include most of the standard offerings a person would find in a majority of systems. The list also contains capabilities by niche vendors that are more advanced or supported via incorporations with other call center applications:

Optical IVR Creation

This user interface is graphical in nature and drags and drops IVR call flows. These are the branching menus callers go through when they’re selecting the option they want, such as billing, sales, or support.

Automatic Dialogue Recognition

This feature lets callers speak their responses into the phone instead of pressing a number. ASR software is required often, but most IVR vendors partner exclusively with ASR vendors to provide a complete resolution. Voiceprint authorization is allowed on some systems, which compares models of a caller’s voice with audio data from a call.

Common Data Speakers and Text-To Speech

Information can be read from databases to customers out loud, such as account balances or payment history, through text-to-speech instead of playing pre-recorded prompts. It also contributes to the expansion of IVR menu prompts. Data speakers only allow numbers or dates, which are considered to be highly structured pieces of data, to be converted into dialogue.

Multiple Language Support

Multiple language support permits IVR menu structures to play prompts that can be recognized in multiple spoken languages.

Web Server Data Retrieval

This function retrieves data from an online server to authenticate response input such as checking spoken account numbers against stored account numbers, which can assist call center representatives.

Computerized Telephone Integration

Data, such as a customer’s name, is displayed on a representative’s screen so they can assist the caller better.

ACD Incorporation

The IVR collects data that prioritizes calls within the queues, then distributes them to a variety of agent skill groups if skills-based training is offered through the ACD system. Other options can be enabled by users including projected wait times and hold music in an attempt to keep callers on standby.

Customer Fulfillment Surveys

Customer fulfillment surveys are collected by IVRs through touch-tone or voice responses from callers. They ask the customers how satisfied they were with their experience with the IVR system or the agent. The responses are reported to the contact center and made visible as key performance indicators.

Voice Notification Systems/Outbound IVR Notifications

Account alerts, appointment reminders, and surveys via outbound notifications can be transmitted to customers via text message, fax, e-mail, or voice. IVR self-service voice notifications include options that can assist the customer with the issue they are trying to resolve such as paying a bill.

Visual IVRs

Visual IVRs help customers navigate a visual IVR menu on a website or an application on a desktop, smartphone, or laptop. Most vendors don’t offer this type of technology yet because it’s still relatively new; however, there are a small number of vendors who specialize in adding these types of capabilities to contact centers.

Additional IVR software features include:

• Automated Menus: IVR software enables businesses to create automated menus that allow callers to select from a list of options to route them to the appropriate department or service. This system is usually backed by voice recognition technology which allows callers to say their request and be connected accordingly.
• Speech Recognition: This feature allows IVR software to understand voice commands and respond accordingly. It can recognize words, phrases, and numbers so that it can process customer requests accurately.
• Queuing System: Many IVR systems also support queuing systems, which enable users to join a queue for a particular service or department. When their turn comes up, the caller will be connected with the right staff member.
• Text-to-Speech Capability: With this feature, users can enter text information into the IVR system; it will then convert it into audio output that is played through the speakerphone on the other end of the line. This system allows customers who are not able to speak in English or any other language also use the IVR without hassle.
• Logging & Reporting: Most IVR applications provide logging features that enable users to track customer interactions and store data for later retrieval and analysis purposes. Reports generated by these applications help businesses keep track of customer trends and preferences in order to better serve their needs in future interactions.
• Voice Broadcasting: IVR systems can also be used to send out pre-recorded messages on behalf of the business. These messages can be used to provide customers with important updates and announcements related to a particular service or product.

Types of IVR Software

• Voice Response Unit (VRU): This type of IVR software allows customers to interact with a company’s automated phone system and make selections from a pre-recorded menu. Customers can use the VRU to check account balances, access customer service, or get information about products and services.
• Speech Recognition: This type of IVR software uses voice recognition technology to process spoken commands by customers. It enables users to speak their request into the phone or computer microphone and receive an automated response in return.
• Automatic Number Identification (ANI): ANI is a feature that automatically identifies incoming calls based on the caller’s telephone number. This type of IVR software helps companies track calls and provide better customer service by storing caller data for future reference.
• Text-To-Speech: Text-to-speech technology converts written text into synthesized speech output so that callers can hear automated responses instead of reading them off a screen. It is often used in combination with other IVR features such as automatic number identification, speech recognition, and voice response units.
• Natural Language Processing: This type of IVR software uses artificial intelligence to understand natural human language input from callers and then respond accordingly. It enables customers to speak normal sentences when interacting with an automated system, rather than just selecting from a pre-recorded menu of options.
• Call Routing: This type of IVR software is used to direct incoming calls to the most appropriate person or department. It can route calls based on the caller’s needs, previous interactions with the company, or other predetermined criteria.

Automated Attendants vs. IVR Systems

Companies often believe they need IVR systems when in some cases, an auto-attendant may be more useful and easier to use. IVR systems are either offered as integrated contact center components or by themselves (stand-alone). They are also quite sophisticated. Auto attendants incorporate standard components into office phone systems.

One of the main differences between IVR systems and auto attendants are that IVRs use automation for self-service options, while auto attendants simply route calls to extensions inside of a business directory. Auto attendants do not have advanced features like speech recognition. Nearly every office uses an auto-attendant of some kind with their phone system, but contact centers are the only places where IVR systems are utilized.

The auto-attendant guide includes more information about them and how they contrast with IVRs.

Contact Center Suites vs. Best-of-Breed Systems

There are best-of-breed IVR systems available that are sold by themselves or offered as a package through incorporated suites of contact center applications.

By themselves, IVR solutions are manufactured to integrate with business systems that have been already installed including:

• PBX (Private Branch eXchange) systems or standard business phone systems
• CRM systems
• Call center and contact center systems

The above systems wouldn’t have to be replaced if a stand-alone IVR is used, which could save a significant amount of money. IVR data can still be used in routing calls and support call recording through PBX integrations.

Incorporating standard business phone systems with IVRs can be beneficial (i.e., enhanced call routing). But it’s important to keep in mind that in order for positive results to be achieved, IVR systems have to be integrated with a contact center application suite.

Data collected by IVRs in call center environments can be fed into reporting tools or sent to a representative’s computer screen. ACD systems are integrated into the IVR to deliver advanced call routing capabilities. Last, but not least, customers who would prefer not to interact with an IVR through voice can explore the other options that a multi-channel contact solution offers.

IVR Trends

1. Increased Automation: IVR software is becoming increasingly automated so that customers can access the information they need without having to speak with a live representative. This helps reduce wait times and improves customer experience.
2. Improved Voice Recognition: As technology advances, the accuracy of voice recognition software is improving, allowing customers to easily input their information or get help with their issues more quickly.
3. Natural Language Processing: With natural language processing, customers can communicate in plain language rather than complex commands or structured sentences. This helps make the process simpler and more intuitive for customers.
4. Analytics-Driven Insights: By collecting data from customer interactions with an IVR system, companies can gain valuable insights into how customers interact with the system and improve their user experience over time.
5. Enhanced Security: IVR systems are becoming more secure by implementing authentication measures such as PINs, passwords and biometric verification. This helps protect sensitive customer data from being hacked or stolen.
6. Multi-Channel Support: IVR systems are becoming more integrated with other channels such as web and mobile, allowing customers to access customer service more easily and seamlessly across multiple platforms.

Who Uses IVR Software?

• Callers: Individuals who make outgoing calls to an IVR system to gain access to services and information.
• Customers: Individuals who use an IVR system to contact a customer service department or business, with the intent of having their issue resolved or their request fulfilled.
• Businesses: Companies that use an IVR system as a way of providing automated customer service and/or receptionist services.
• Employees: Company personnel who might be responsible for setting up the IVR system and managing how it is used in its day-to-day operations.
• Developers: Specialists who create the programming code behind the IVR interface that enables it to perform its desired tasks.
• Vendors: Organizations that design, build, maintain and deploy IVR technologies on behalf of businesses or other organizations.
• Data Analysts: Professionals who collect, analyze and report on data generated by IVR systems in order to understand usage patterns and identify areas of improvement.
• System Integrators: Specialists who are responsible for connecting the components that make up an IVR system, such as computers, networks and telephone lines.
• Voice Interface Designers: Professionals who use sound engineering principles to create the natural language or speaker-independent voice user interface (VUI) technology used in IVR systems.
• Quality Assurance Engineers: Experts who analyze and test IVR systems to ensure optimal user experience and data accuracy.
• IT Professionals: Technical specialists who maintain and troubleshoot IVR systems to ensure they run efficiently and securely.

How Much Does IVR Software Cost?

The cost of IVR software can vary greatly, depending on the features and capabilities you require. Generally, entry-level systems start at around several hundred dollars and go up to several thousand dollars depending on the complexity and size of your project. The total cost also includes deployment, licensing fees, technical support, maintenance contracts, hardware costs, line rentals or monthly call charges. Additionally, if you are using cloud-based solutions that are hosted by a third party provider, then there may be additional costs associated with set up and licensing fees for ongoing usage. It is best to speak with a specialist in IVR technology to get an accurate estimate for your specific needs.

What Integrates With IVR Software?

IVR software can integrate with a wide range of other types of software. A few examples include customer relationship management (CRM) systems, databases, AI-driven chatbot applications, ticketing and case management solutions, payment processing portals, and analytics platforms. Through these integrations, the IVR can automatically access customer information stored in the CRM or database for authentication purposes before routing calls to the appropriate destination. The same applies to AI-driven chatbots which work together with an IVR system. By integrating ticketing and case management solutions into an IVR system, organizations can ensure that customers are routed to support agents who are qualified and knowledgeable in dealing with their specific requests. Additionally, payment processing portals integrated into an IVR platform allow customers to make payments directly through automated menus instead of going through a customer service representative. Finally, analytical platforms connected to an IVR solution provide insight about customer behaviors allowing companies to respond more effectively by making improvements based on customer feedback gathered from the interactions collected by the IVR system.

How to Choose the Right IVR

1. Assess your business needs: Before selecting an IVR system, it’s essential to understand what features your business requires and how those features will benefit you. Consider factors such as cost, scalability, compatibility with existing systems, and customer service capabilities.
2. Research available options: Look into the differentIVR software solutions on the market and compare their features side by side. It can also be helpful to read reviews from users who have used each product.
3. Consult experts: Speak with an experienced professional in the field to get their opinion on which system may best fit your needs. They can provide valuable insights into things like compatibility issues or hidden costs associated with certain systems.
4. Choose a provider: Once you’ve determined which system is right for you, select a reputable provider who has experience implementing similar solutions in similar businesses. Ask if they offer any additional support services or training sessions that could help make the transition smoother and easier to manage afterwards.