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An interactive voice response (ivr) system is a telephone-based application that allows callers to use the phone dial pad to navigate a simple or complex menu of options.
IVR applications that are setup poorly frustrate callers. It's that simple.
The IVR menu should be clear, intuitive and easy to navigate.
There are many best practices that make an IVR an excellent alternative to a live interaction with an agent.
For example, a specific button like the * star key should allow callers to easily start over at the beginning or move backward one step
The number of callers per day is an important consideration as well.
In particular, the number of concurrent callers should be considered in order to ensure callers do not get a busy signal especially in an event of an emergency.
One example is a weather information IVR. Callers need to get through in order to make important real life decisions.
If one or more agents are available to answer questions or provide additional information, the 0 zero key is typically used. "Press 0 to speak with an agent." This button can be at any time to instantly connect a caller to an agent.
An IVR can be programmed to send a sms message to the caller. This text message can be a static or dynamic message template. It can also contain a link to a website or an email address. The text message can be sent instantly or after a specific amount of time after the call is completed.
Prior to sending a text message, the caller can confirm their mobile phone number if already on file. If not on file the caller can provide their mobile phone number by using the DTMF dial pad.
There are many important applications that save organizations time and money. In many cases, the IVR must interact with a database.
A payroll IVR can be very effective for remote employees.
A zip code locator IVR is very useful for stores with many locations.
An information IVR can be a tremendous help for grassroots political campaigns.
A payment IVR can collect payments from customers.
The list goes on and on.
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Check out the Sigma Voice blog to learn about mass calling and texting best practices.
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