IVR (Interactive Voice Response)

How does Interactive Voice Response work?

Interactive Voice Response lets you route calls to proper departments or agents. When a customer wants to contact your support team, they encounter a pre-recorded voice prompts. All they have to do is enter a few voice or key commands, and they are immediately redirected to the correct department of your support team.

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

How does it work in LiveAgent?

LiveAgent features a comprehensive IVR online designer tool where anyone can design their IVR trees, even if they have zero technical experience. Check out the video below to gain more insights.

Running a daily promo, or need to make a quick announcement in your greeting message?

Our tip: Record all Interactive Voice Response audio files directly in the IVR designer tool in LiveAgent. The tool lets you design/write your Interactive Voice Response tree from scratch, including recording or uploading your audio files into the tree.

What functions does LiveAgent IVR have?

• Callback function
• Record your own Interactive Voice Response messages
• Upload pre-recorded messages
• Call prioritization
• Routing to the correct departments/agents

Why should you use the IVR?

IVR is a well-known customer support feature that can do wonders for your help desk. If your agents are feeling overwhelmed, customers cannot 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 right away in LiveAgent.

What are the benefits of the IVR?

• Auto transfers + unlimited choices
• Increases first contact resolution
• Increases customer satisfaction
• Saves money and time for agents

Interactive voice response example – Department transfers

See an IVR tree with two available department choices below. Customers can either choose the Sales department or Technical department.

Hello, you’ve reached [Company Name]. Please choose from the following menu options:

To speak with a Sales representative, press 1.

For technical support, press 2.

This saves customer’s and company representative’s time. No extra transfers are needed when a customer reaches the correct department immediately.

Moreover, you can record a custom sound for each automatic department transfer (play). Add music that is being played before a representative answers the call (online/play). If there is no available agent, a customer can also leave a voicemail (offline/voicemail).

start:
  - choice:
      1:
        name: Sales department
        play: http://www.example.com/sound-sales.mp3
        do:
            - transfer:
              to: salesDep
              if:
                online:
                  - play: http://www.example.com/welcome.mp3
                  - ring
                offline:
                  - play: http://www.example.com/voicemail.mp3
                  - voicemail
      2:
        name: Technical department
        play: http://www.example.com/welcome.mp3
        do:
            - transfer:
              to: techDep
              if:
                online:
                  - ring
                offline:
                  - play: http://www.example.com/voicemail.mp3
                  - voicemail

Creating a professional Interactive Voice Response message can seem like a daunting task at first. Don’t worry; we have created free customizable IVR scripts to get your business started right away.

Knowledge base resources

Learn how to;

• Set up an automated callback
• Change IVR automatically
• Forward a call to an external number via Interactive Voice Response