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IVR for customer support management

Create your multi-level 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. It automatizes workflows, allowing you to manage your call center’s customer support more efficiently.

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 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 teamwork more efficient and create a more professional customer experience. 

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 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 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%.


Would you like to learn more about our call center solution with the IVR feature? Get in touch with CloudTalk experts. Please fill in the contact form and start using our trial version today.

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