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What is an IVR Solution?

Interactive Voice Response (IVR) is a technology that lets businesses automate customer interactions in both inbound and outbound calls via pre-recorded voice messages & Text to Speech technology. It works on DTMF input entered by the customer. With IVR, interact with callers & route calls to agents when required

Benefits of IVR Solution

Guide your customers to the right agent, through multi-level category menus assisting them to resolve their queries faster.

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Generate More Leads

Keep up with the customer’s requirements ensuring more leads and customer loyalty through a rapid iteration process.

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Enhance Brand Image

Enable your callers to talk to experts as per the options selected from the offered menu of multi-level IVR.

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Manage Large Call Volumes

Handle large call volume by connecting to multiple customers automatically at a single time via advanced multi-level IVR.

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Offer Personalized Experience

Personalize customer interactions through welcome greetings such as their names, while predicting their needs based on past interaction history.

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Easy to Set-up and Activate

With a smart plug-n-play solution integrate your existing CRM software for easy access.

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Be Omnipresent

Forward all customer calls to agents mobile numbers, as well as landlines to manage business calls from anywhere.

Features of IVR Solution

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Multi-lingual Support

Offer multilingual support to customers with customized English, Hindi and regional custom messages.

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24 x7 Customer Support

Offer 24x7 uninterrupted support to your customers via record messages and provide instant query resolvement.

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Call Routing

Call routing enables the available agents to answer the customer calls as the call routes to the free agents to reduce customer wait time.

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Customizable Menu

Customize the call flow with a menu categorized along with several sub-menu options to help your customers navigate their queries.

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Concurrent Calls

Respond to an unlimited number of concurrent inbound calls at a time to reduce customer wait time.

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Call Recording

Record every call in real-time to listen to them later and maintain quality standards.

IVR Solution Use Cases

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TESTIMONIALS

Testimonial


Archit Srivastava

Archit Srivastava

Vikas Ranjan

Vikas Ranjan

Ria Pandit

Ria Pandit

Trusted by over 6000+ organizations across 65 countries

Today we are trusted by over 6000+ businesses across 65+ countries and is the leading cloud communication provider in emerging markets serving across multiple industrial verticals. We have a globally recognized name with over 300+ employees offering our clients unprecedented reliability and intelligence by enabling business communication through voice, video, AI and messaging through our smart platform.

Frequently Asked Questions

What is IVR?downArrow
IVR (Interactive Voice Response) is a cost-effective solution that allows businesses to automate customer interactions in inbound calls using pre-set multi-level menus. Quick-resolution of queries and reduced queue time elevates customer experience with minimum human intervention.
What are the advantages of using an IVR?downArrow
Implementation of IVR is extremely cost-effective as agents need not be connected immediately, optimizing their talk-time on other operational calls. The pre-recorded multi-level menu helps in resolving customer queries instantly, reducing customer wait time significantly.
What are the different types of IVR?downArrow
There are two types of IVR - Single-level IVR where the call is answered with a pre-recorded greeting or message. Multi-level IVR offers a hierarchical structure, thus expanding the capability of resolving customers’ queries instantly.
What are the features offered by a good IVR solution?downArrow
Clients and customers engage with IVRs regularly to resolve queries and to receive news about product launches. The best IVR solution automatically understands the intent behind each call and drives valuable insights in real-time based on caller behavior. The call is automatically connected to the ideal agent, who can quickly resolve the query based on prior intent.
What is the meaning of a hosted IVR solution?downArrow
Hosted IVR solutions are automated call management solutions that initiate communication with customers with a personalized greeting. The automated bot asks relevant questions from callers, giving them the ideal agent to connect to instantly. Hosted IVRs are cloud-based solutions that do not require expensive infrastructure investments or on-premises hardware. Data is completely secured on the cloud and can be accessed by team members within the organization.
What is the difference between IVR and OBD?downArrow
While IVR stands for Interactive Voice Response, OBD is a common name used for outbound calling. IVR helps customers connect to the right agent through an interactive dial-pad input system. Outbound is a marketing-based communication channel that engages with customers on their contact numbers for offers, promotions, opt-in, etc. Businesses wanting to learn more about outbound can click here. (https://www.knowlarity.com/automated-outbound-calling-solutions/).
What is the meaning of a hosted IVR solution?downArrow
Hosted IVR solutions are automated call management solutions that initiate communication with customers with a personalized greeting. The automated bot asks relevant questions from callers, giving them the ideal agent to connect to instantly. Hosted IVRs are cloud-based solutions that do not require expensive infrastructure investments or on-premises hardware. Data is completely secured on the cloud and can be accessed by team members within the organization.
Is call diverting possible with IVRs?downArrow
Absolutely. Call diverting is possible when leveraging Knowlarity’s IVR solution.
What does IVR mean? How do IVRs work?downArrow
IVRs enable action-oriented processing based on the input provided by customers calling into the customer service number. They can press various options on the number pad, and gain access to the right agent in the shortest time possible. IVR segregates different incoming calls intelligently, based on the intent of the engagement. Key areas, such as technical issues, lead inquiries, payment issues etc. can be resolved by leveraging the right IVR solution.
Why should businesses in India use IVR solutions?downArrow
Minimal human intervention – Error-prone processes are eliminated as IVRs handle the bulk of call routing and agent engagement. Intelligent data storage – Call data and key details can be stored and analyzed by IVR solutions. Cybersecurity – Private information can be stored safely with stringent database protection measures. Cost-effective at-scale – With no infrastructure requirements, operational costs are minimal thereby ensuring cost-effectiveness when handling larger volumes of caller data. More efficient than traditional methods – Cloud connectivity ensures real-time query resolution, with instant call routing and caller intent analysis. Businesses can ensure that all calls are answered always. No geographical limitations – Agents can be connected to the callers from any location, without any barriers or restrictions in scope.
How will IVR enhance my business?downArrow
Enhance customer experience – All calls are answered instantly, and the right agent is connected to seamlessly. Boost agent productivity – Agents can spend more time on complex and technical queries. Conversational context – Agents gain access to caller details instantly, enabling proactive handling of all queries. Increasing performance – Recordings, data insights, and call reports allow performance analysis of all agents.
Is IVR a good option for small businesses?downArrow
IVRs can be used effectively in start-ups, SMBs, enterprises and proprietorship businesses. Requiring minimal effort – IVRs are automated, which is why they require minimal effort in connecting to the right agent. Cost-effective – With lesser people and no infrastructure involved, the solution is highly cost-effective for small businesses. Time-saving – Instant classification of all calls helps save time for all forwarding or routing.
What is IVR blasting?downArrow
Pre-recorded IVR calls can help acquire feedback from all customers easily. A call can be configured as follows. Hello (name)! Thank you for being our customer. We want to hear your opinion on (product). Press 1 If you would like to leave a positive review (or similar action) Press 2 If you would like to speak to a support representative (or similar action)
In which countries are your IVR services available?downArrow
Knowlarity’s IVR services are available across 65 countries in the APAC region, with a wide presence in India and the Middle East.
How can I avail your IVR services outside of India?downArrow
You can connect with us at the dedicated number for your region. Drive greater customer engagement, regardless of location, by connecting with us here.
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