IVR Software

IVR Software: What Does It Do?

An IVR, or interactive voice response system, is mostly used inside of inbound contact centers and allows callers to do tasks over the phone through numerical keypad input or through voice response. IVR software simplifies a contact center’s performance when it's used alongside CRM, or customer relationship management software.

This guide will explore all of the IVR systems that are available, and the details about each type of IVR variation, including VoIP IVR.

There are two goals that IVR software accomplishes:

First, it uses self-service which helps callers by providing automatic menus that allow them to complete tasks without help from support agents.

IVR systems work alongside automated call distribution systems, or ACDs, to route calls to the correct support agent should their needs not be met through the available self-service options. ACD systems put all incoming calls into a queue until an agent is available to answer them. The calls are then distributed to other agents using performance metrics that identify an agent’s skills and abilities. For example, if a caller enters or says the option for billing through the IVR system, they will be put into an ACD-controlled queue for someone in that specific department.

IVR systems have a menu tree structure which is a type of branching menu. The top menu includes options for billing or support. If the caller chooses the support option, they will be routed to a submenu with a variety of support options to choose from, like instructions for resetting a device. If these options aren’t satisfactory to the caller, they will be connected to a support agent.

IVR Menu Tree Branch Prompts

As previously discussed, the IVR menu tree routes calls with ACD systems through integration. This uses a caller’s touch-tone or spoken responses to connect them to the correct agent.

IVR Software Benefits

Consumers don’t think about what IVRs are, or what they even do, for that matter. All they’re concerned about is what they like and don’t like about them and how annoying they are to use a majority of the time. With all of this in mind, one may wonder why their call center needs an IVR system at all.

IVRs cut down on the amount of calls agents have to deal with at one time by allowing callers to use self-service options to resolve any issues they might have. The fewer calls there are, the fewer personnel will need to be hired which will save call center businesses a lot of money.

In addition, even if most customers don’t like IVR technology, they aren’t really thinking about the lengthy interaction they would spend with a support agent. It is true that IVR systems don’t meet a customer’s needs a lot of the time. But it’s not this horrible thing everyone makes it out to be. IVRs can collect information and transfer callers to the agents that will be able to assist them with their issues. Humans would have to perform all of these tasks if IVRs were not in place. There would be more transfers, which would most certainly frustrate the caller before they are finally transferred to the correct representative.

People being transferred from one customer service agent to another can be especially frustrated if the people they’re speaking to don’t know the answer to the question they need answered. This is why IVRs are so important in call centers.

Typical Features of an IVR

A list of different IVR capabilities has been provided, which include most of the standard offerings a person would find in a majority of systems. The list also contains capabilities by niche vendors that are more advanced or supported via incorporations with other call center applications:

Optical IVR Creation

This user interface is graphical in nature and drags and drops IVR call flows. These are the branching menus callers go through when they’re selecting the option they want, such as billing, sales, or support.

Automatic Dialogue Recognition

This feature lets callers speak their responses into the phone instead of pressing a number. ASR software is required often, but most IVR vendors partner exclusively with ASR vendors to provide a complete resolution. Voiceprint authorization is allowed on some systems, which compares models of a caller’s voice with audio data from a call.

Common Data Speakers and Text-To Speech

Information can be read from databases to customers out loud, such as account balances or payment history, through text-to-speech instead of playing pre-recorded prompts. It also contributes to the expansion of IVR menu prompts. Data speakers only allow numbers or dates, which are considered to be highly structured pieces of data, to be converted into dialogue.

Multiple Language Support

Multiple language support permits IVR menu structures to play prompts that can be recognized in multiple spoken languages.

Web Server Data Retrieval

This function retrieves data from an online server to authenticate response input such as checking spoken account numbers against stored account numbers, which can assist call center representatives.

Computerized Telephone Integration

Data, such as a customer’s name, is displayed on a representative’s screen so they can assist the caller better.

ACD Incorporation

The IVR collects data that prioritizes calls within the queues, then distributes them to a variety of agent skill groups if skills-based training is offered through the ACD system. Other options can be enabled by users including projected wait times and hold music in an attempt to keep callers on standby.

Customer Fulfillment Surveys

Customer fulfillment surveys are collected by IVRs through touch-tone or voice responses from callers. They ask the customers how satisfied they were with their experience with the IVR system or the agent. The responses are reported to the contact center and made visible as key performance indicators.

Voice Notification Systems/Outbound IVR Notifications

Account alerts, appointment reminders, and surveys via outbound notifications can be transmitted to customers via text message, fax, e-mail, or voice. IVR self-service voice notifications include options that can assist the customer with the issue they are trying to resolve such as paying a bill.

Visual IVRs

Visual IVRs help customers navigate a visual IVR menu on a website or an application on a desktop, smartphone, or laptop. Most vendors don’t offer this type of technology yet because it’s still relatively new; however, there are a small number of vendors who specialize in adding these types of capabilities to contact centers.

Automated Attendants vs. IVR Systems

Companies often believe they need IVR systems when in some cases, an auto-attendant may be more useful and easier to use. IVR systems are either offered as integrated contact center components or by themselves (stand-alone). They are also quite sophisticated. Auto attendants incorporate standard components into office phone systems.

One of the main differences between IVR systems and auto attendants are that IVRs use automation for self-service options, while auto attendants simply route calls to extensions inside of a business directory. Auto attendants do not have advanced features like speech recognition. Nearly every office uses an auto-attendant of some kind with their phone system, but contact centers are the only places where IVR systems are utilized.

The auto-attendant guide includes more information about them and how they contrast with IVRs.

Contact Center Suites vs. Best-of-Breed Systems

There are best-of-breed IVR systems available that are sold by themselves or offered as a package through incorporated suites of contact center applications.

By themselves, IVR solutions are manufactured to integrate with business systems that have been already installed including:

• PBX (Private Branch eXchange) systems or standard business phone systems
• CRM systems
• Contact center systems

The above systems wouldn’t have to be replaced if a stand-alone IVR is used, which could save a significant amount of money. IVR data can still be used in routing calls and support call recording through PBX integrations.

Incorporating standard business phone systems with IVRs can be beneficial (i.e., enhanced call routing). But it’s important to keep in mind that in order for positive results to be achieved, IVR systems have to be integrated with a contact center application suite.

Data collected by IVRs in call center environments can be fed into reporting tools or sent to a representative’s computer screen. ACD systems are integrated into the IVR to deliver advanced call routing capabilities. Last, but not least, customers who would prefer not to interact with an IVR through voice can explore the other options that a multi-channel contact solution offers.