What is an IVR Application and How does a call move through the IVR System?

Apr 14, 2022

If your customer base and call volume are increasing then you should try to deliver a personal touch to your caller. However, handling and managing large call volumes is not difficult since businesses include IVR systems with their phone system.

In this blog, we are going to discuss what the IVR application and system are, its benefits and its features.

What is an IVR System?

Interactive Voice Response, or IVR, is a powerful call centre technology that can automate customer interactions, saving time and money for businesses. IVR systems work by playing pre-recorded voice messages in response to customer input, using either touch-tone (DTMF) or voice recognition. This allows businesses to handle a large number of calls without the need for live agents, and to direct calls to the appropriate agency when necessary. IVR can also be used for outbound call campaigns, providing automated phone services such as appointment reminders and survey responses. When used effectively, IVR can be a valuable tool for any business.

Benefits of the IVR System

Voice response systems, or "IVRs," have long been a staple of customer service. In recent years, however, they have come under fire for being impersonal and difficult to use. IVRs can be an important tool for managing call volume and ensuring that calls are routed to the appropriate agent. These systems majorly offer the following benefits:

  • More lead generation
  • improved brand image
  • Large call volume management
  • Personalised experience
  • Easy to set up
  • Omnipresent

But they must be used carefully to avoid frustrating customers. IVRs offer an automatic filtering process. This helps agents understand the problems they will have to help customers tackle, before they answer a call. This is based on which menu items the caller has selected. While this may seem like a small thing, it can make a big difference

Being put on hold is one of the most frustrating experiences for any customer. Not only does it waste their time, but it also makes them feel like they’re not a priority. As a result, businesses that regularly put their customers on hold are at risk of losing their customer base. However, there’s another side to this coin.

Businesses incur significant costs for every minute that a call is handled. This includes the cost of the call itself, as well as the cost of the employee’s time. As a result, businesses that avoid unnecessarily long call times can save a significant amount of money. In other words, it’s not just the customer that benefits from avoiding being put on hold – businesses do too.

Features and Call Movement of IVR System

Businesses are using IVR systems due to several reasons and aforesaid benefits. IVR systems enhance and improve the customer experience. You can get an IVR solution and utilise it due to its several beneficial features that are enlisted below:

  • Multi-lingual support
  • Round the clock customer support
  • Call routing
  • Menu customization
  • Call recording
  • Concurrent calls

Today several businesses are using this cloud telephony solution to manage customer service. Several IVR service providers offer applications to manage video, voice and messaging communication with the customers. Call movement in the IVR system is automatic in which the customer calls are transferred automatically to the free or available agent. The system is also known as cloud telephone in which businesses can use pre-recorded calls to acquire customer feedback. The feedback will help them improve their performance.


IVR systems are a type of call centre software that helps automate customer interactions. This self-service method can be used for a variety of tasks, such as checking account balances, making payments, or scheduling appointments. IVR systems improve the customer experience by providing a quick and easy way to get the information that they need without the assistance of customer support. For any assistance you or query related to the IVR system, you can visit the IVR system service provider website or call or email customer care as well.

Written By:  Aliya


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