IVR (Interactive Voice Response)

IVR (Interactive Voice Response) is a well-known customer support feature that can do wonders for your help desk. If your agents are feeling overwhelmed, customers are unable to connect via phone or simply if you want to make things more organized, IVR trees can do the trick. You can set them up, customize them, and figure out what works the best for you.

LiveAgent features a comprehensive IVR online designer tool where anyone can design their own IVR trees (yes, even if you have zero technical experience). Interactive Voice Response lets you route calls in your call center software to the right departments or agents. In other words, it lets your calling customers get to the right agents, directly.

A typical IVR tree would take the customer to the expected department, like the Billing department after the customer presses a specific number on her phone.

Online IVR Designer tool

Running a daily promo or need to do a quick announcement in your greeting message? Record all IVR audio files directly in the Online IVR designer tool.

The Online IVR Designer tool lets you design and write your IVR tree from scratch directly in LiveAgent, including recording or uploading your own audio files into the tree.