IVR (Interactive Voice Response)

What is an IVR?

IVR is an abbreviation for Interactive Voice Response. Interactive voice response is an automated phone system that interacts with callers. The IVR system gathers information during the interaction and responds by executing an appropriate action, such as routing the caller to the correct agent/department or issuing a callback. Implementing callback solutions or IVR call routing within the IVR system can improve customer satisfaction by minimizing wait times and ensuring that their issues are addressed promptly.

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 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.

IVR allows your agents to work more efficiently and harness the full potential of your call center phone software.

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.

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 - Allow customers to request a callback instead of waiting
• Record your own Interactive Voice Response messages - Create custom audio prompts
• Upload pre-recorded messages - Use existing audio files
• Call prioritization - Route urgent calls appropriately
• Routing to the correct departments/agents - Direct calls to the right team

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 - Automatically route calls with flexible menu options
• Increases first contact resolution - Customers reach the right department immediately
• Increases customer satisfaction - Reduced wait times and faster issue resolution
• Saves money and time for agents - Automate routine inquiries and reduce agent workload

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

Need more help with this feature? Check out these detailed guides:

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