Interactive Voice Response (IVR) for Call Centers

Create your multi-level interactive voice response (IVR) menu to guide the caller through different options and make sure they are always directed to the right department, agent or group of agents and receive relevant information through customized messages.

CloudTalk’s IVR feature (interactive voice response) improves the quality of services provided by your call center software. It automatizes workflows, allowing you to manage your call centre’s customer support more efficiently. Thanks to feature Call Flow Designer, creating customized IVR is easier than ever. 

IVR is an automated interactive voice response system interacting with the caller. The caller listens to the IVR system menu, responds by pressing a key on his smartphone, and then the system reacts accordingly. Based on the caller’s answers, the system either provides the caller with the required information (e.g. account balance, order status, etc.) or routes the call to the right agent.

IVR is used for handling inbound calls, but also for outbound notifications, e.g. to remind the client to make a payment. Set up your IVR based on your specific business needs, make your team work more efficient and create a more professional customer experience. If more complex call flow set up is needed, feature Call Flow Designer will help you with this. 

Connected features

Call Flow Designer

Call Flow Designer is a feature which helps you build customized call flow for your business. Thanks to this feature, you can create more complex call flows, multi-level IVR, etc. You can create different call flows for each phone number you have in CloudTalk. Learn how to set up Call Flow Designer. 

Multi-level IVR

Multi-level IVR allows you to create several layers (branches) in the menu. For example, if the caller presses 1, because they need assistance, they will be transferred to another IVR menu where the pre-recorded message tells them that by pressing 2, they will get assisted purchase. Then the call is routed to a live agent ready to help the client with his purchase.

Automatic routing

Set specific voice messages and responses in your IVR menu and give your customers relevant information without having to wait for an available agent. With IVR, callers receive the information they need without having to talk to your agents. For example, when the caller presses his order number on the keyboard, IVR can inform him on the order’s status.

When the caller wishes to speak to a live agent, CloudTalk’s IVR uses relevant caller data to route the call to the most appropriate agent or department, thereby improving your customer support management.

Forward-to-phone from IVR

CloudTalk’s feature is ideal for your agents working outside of the office. IVR forwards the client’s call directly to the agent’s phone number. This allows agents to address customer queries even when they are not in the office, for example when working from home.

Send calls to voicemail

Route your callers directly to voicemail once they select a specific IVR response. With CloudTalk, you can modify and monitor individual pre-recorded responses. By reducing the number of inbound calls, your team can save up to 80% of their time.

Efficient customer support management with IVR

There’s no need to route all calls to a live agent when it is not necessary. For example, you can use IVR to record information that your callers frequently seek, such as your company’s business hours, address or contact details, so your agents can focus on addressing more complex customer needs.

CloudTalk’s IVR self-routing feature creates benefits for everyone involved. Customers who not wish to speak to a live agent can find information through the IVR menu and customers who do wish to talk to a live agent are routed to the most appropriate one through IVR, which makes them more satisfied. That means that agents do not have to deal with repeated routine questions.

Email reports

The caller inputs important business information into your IVR. For example, after listening to the status of his order, the client is invited to rate his satisfaction with the service. He can choose I was a satisfied option by pressing 1 or I was not satisfied by pressing 2.

You will receive email reports in Excel format at regular intervals as you see fit –  daily, weekly or monthly – and enhance automated workflows and team productivity.

"IVR reduces average call duration by 40%."

These features might be interesting for you

  • Call Recording - When using CloudTalk, you are able to record your calls. Once the call ends, you can listen to it directly from your internet browser anywhere and anytime.
  • Callback - Thanks to callback feature, there won't be any unanswered phone calls in your call centre, because CloudTalk will automatically call your customers back.
  • Predictive Dialer - Predictive dialer ensures that more customer calls are made in a shorter time. It is an ideal tool to get in touch with your customers.
  • Call flow designer - Create pre-defined calling scenarios based on your business needs and preferences.
  • SMS/Text Messages - This feature allows you to send personal messages or general notifications to your customers and make your contact center work much more effective. 
  • Smart dialer - CloudTalk will compile a list of number from any website or system and create a calling queue directly to your CloudTalk phone app. 

Curious to learn more about Interactive Voice Response?

See the best practices and most common use cases of interactive voice response here.

Do you want to learn more about the Interactive Voice Response (IVR) menu feature?

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