IVR Software for Call Center

IVR or Interactive Voice Response is a vital communication tool for businesses be it a SME or an enterprise, a B2C or a B2B company from diverse industry verticals viz: BFSI, BPO’s, education, e-commerce, FMCG, healthcare, retail telecom or travel and hospitality etc. IVR software for call center enables them to optimize customer service process by automating routine tasks e.g. answering frequently asked questions, providing basic information and routing calls to the appropriate agents using a rule based program.

As one of the best solution providers in India Teckinfo provides cutting-edge IVR’s built on AI/ML technologies that help businesses automate and personalize customer interactions, reduce the need for deployment of trained personnel, streamline operations, enhance customer service, and improve overall efficiency to deliver exceptional experiences. Deploying our advanced technology callers can navigate an automated phone system using voice and DTMF tones input via a keypad, businesses can free up agents' time to focus on more complex inquiries.

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What is an Interactive Voice Response System?

An interactive voice response system, or IVR, is a telephone system that uses pre-recorded voice messages or text-to-speech technology with dual-tone multi-frequency (DTMF) interface or AI tools to engage callers, allowing them to provide and access information without being connected to an agent. Speech recognition enabled systems understand human voice responses and respond to callers in real-time and do not require them to input their choice.

Key Features of Interactive Voice Response System

  • Intelligent Call Routing: Route incoming customer calls based on pre-defined rules, ensure customers are connected to the right department or agent quickly and efficiently. Eliminate the need for customers to navigate through multiple menus and enhance their overall calling experience.
  • Customizable IVR Voice Prompts: Customize voice prompts with your brand's tone and style to create a professional experience for your callers.
  • AI/ML Enabled Voice Assistance: Generate dynamic voice prompts to extract customer intent and route calls intelligently to engage customers in a contextual interaction.
  • Supports Speech to Text Tool: Incorporate natural language understanding (NLU) and automatic speech recognition (ASR) technology aided IVR system interaction to improve caller experience and reduce frustration.
  • Supports Text to Speech Tool: Convert written text into spoken words to generate voice prompts, personalize interactions, support multiple languages and accents, provide real-time updates, and deliver consistent responses.
  • Multilevel IVR: Enable customers to navigate through hierarchical voice response system menu having multiple levels of options and sub-menus to access specific information, services, or connect with correct departments or agents.
  • Dynamic IVR: Adapts in real-time to caller inputs, context, and business rules, routes call’s dynamically, offers personalized menu options, handles calls based on caller history, generates adaptive prompts, integrates with external systems, automates self-service tasks, and enhances efficiency and customer satisfaction.
interactive voice response system
  • Self-Service IVR: Empower your customers by providing self-service options capabilities to perform tasks without agent assistance viz: checking order status, making payments, updating account information, and more for an enhance customer experience and lower operational costs of your business.
  • Virtual Call Patching: Enables efficient routing of calls to the appropriate destination without manual intervention. The IVR solution, analyzes the caller's input or selection and connects them to the intended party or resource. This can include transferring calls to specific departments, agents, or even external numbers.
  • Visual IVR: Combines traditional IVR functionality with visual elements displayed on a caller's smartphone or computer screen and enables callers to navigate through menus, view visual prompts, or access additional information using touch or click inputs.
  • Multi-language Support: Cater to a diverse customer base with multi-language support, allow callers to choose their preferred language for a more personalized experience.
  • Outbound IVR/AOD/OBD: Utilize outbound IVR campaigns to proactively reach out to customers for appointment reminders, payment reminders, surveys, or other important notifications, saving time and resources.
  • Call Transfers and Escalations: Enable seamless call transfers and escalations to live agents when necessary, ensuring smooth customer interactions and efficient issue resolution through the automated phone system.
  • Call Queuing: Reduce customer wait times using call queuing, allowing callers to opt for a callback instead of waiting on hold, enhancing customer satisfaction, and reducing abandoned calls.
  • Scalability and Flexibility: Scale and adapt to accommodate increased call volumes. Add new options and sub-menus as services evolve and your business grows.

IVR Flow Designer

It is an application to design the smart IVR flow as per process requirements. A no code drag and drop, intuitive tool that simplifies the process of building IVR. It enables businesses to easily create, customize and efficiently manage their voice response systems. It offers a user-friendly interface to design call flows for intelligent call routing and queue management, incorporate interactive self-service menu options, implement speech recognition, text-to-speech, and integrate with web API’s, databases, and CRM systems. Additionally, the tool enables recording and uploading custom voice prompts and supports multi-language options for automated phone interactions. Businesses are empowered to accommodate varying call volumes and adapt to changing business needs easily. It offers simulation capabilities to test IVR designs before deploying them to the live system. The tool, streamlines customer interactions, increases overall efficiency in handling high call volumes and enhances overall caller experience.


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Benefits of IVR Solution

Enhanced Customer Experience

Automate repetitive tasks by providing self-service options for customers to quickly access information required by them and perform simple tasks without agent assistance. Reduce caller wait times, improve efficiency, and augment customer satisfaction.

Improved Operational Efficiency

Streamline call routing, ensure customers are connected to the appropriate department or agent efficiently. Reduce the need for manual call transfers, minimize agent call handling time, optimize resource allocation to improve productivity.

Personalized Interactions

Integration of IVR solution with CRM systems enables agents to access relevant customer information during calls and empowers them to provide personalized experiences, resulting in increased customer satisfaction and loyalty.

Proactive Customer Engagement

Utilize outbound campaigns to proactively reach out to customers for reminders, notifications, or surveys. This enables you to engage with customers proactively and strengthen the relationship with your brand.

24/7 Support

24x7 self-service for customers without any downtime or restricted hours: provide round-the-clock accessibility for users to perform tasks and access information independently. Use pre-recorded voice responses to answer frequently asked questions without tying up agents or increase headcount for enhanced convenience, increased operational efficiency and improved customer satisfaction.

Scalability and Flexibility

Option to add additional features for accommodating evolving customer demands provide scalability and flexibility as your business expands. Manage large call volumes without compromising performance or availability.

Compliance and Quality Assurance

We as an IVR service provider offer call recording and quality monitoring capabilities, ensuring compliance with regulatory requirements and allowing you to monitor and improve agent performance.

Brand Consistency

Customize voice prompts and messages to align with your brand's tone and style, creating a consistent and professional experience for your callers. This helps reinforce your brand identity and enhances the overall perception of your business.

Significant Cost Savings

Automating repetitive and routine tasks, reduces the need for live agent support. Save operational costs by providing self-service options and virtual queuing, manage large number of incoming calls more effectively with fewer agents.

Real-time Insights and Analytics

Gain valuable insights into call volumes, customer behaviour and performance metrics through real-time analytics and reporting. Make data-driven decisions to identify areas for improvement and optimize your customer service strategies.

Use Cases of IVR Systems

Automate Appointment Reminders

Automatically place outbound calls to remind customers of upcoming appointments, reduce no-shows and improve scheduling efficiency.

Surveys and Feedback Collection

Conduct automated surveys, gather feedback, or collect customer insights, to get valuable data for analysis and improvement.

Order Status and Tracking

Customer can inquire about the status of their orders, track shipments, or obtain information on delivery schedules.

Payment Processing

Our voice response system enables customers to make automatic payments securely using their credit cards or other payment methods.

Account Information and Updates

Allows callers to access and update their account information viz: change passwords, update contact details or manage preferences.

Interactive Surveys and Polls

As an IVR service provider, we help you conduct interactive surveys or polls to gather real-time feedback.

Emergency Notifications

Quickly disseminate emergency alerts or critical information to a large number of recipients and ensure timely communication during urgent situations.

With our highly efficient IVR Software, you can unlock the benefits that will redesign your customer service landscape. Experience the seamless automation and enhanced efficiency as our solution optimizes call routing, helps to reduce wait times, and enhances self-service options for your customers. This, in turn, translates into higher customer satisfaction levels and stronger brand loyalty. Our team is ready to guide you through the process, demonstrating how our solution can streamline your operations, boost customer satisfaction, and ultimately drive unparalleled success for your business. Don’t miss out on this opportunity to revolutionize your customer service approach.

What Our Customers Say

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    See Frequently Asked Questions

    What is an IVR solution?
    IVR stands for Interactive Voice Response. It’s a technology that automates and manages incoming phone calls through a menu system. It uses pre-recorded voice prompts and keypad inputs to interact with callers and route them to the appropriate department or provide self-service options.
    • IVR system answers incoming calls and presents a greeting message
    • Callers can interact with the system using voice recognition or keypad input
    • Self-service options can be offered to the callers e.g., providing bank account balance information or processing transactions
    • Call is routed to the appropriate agent by need based or predefined rules such as language selection or caller’s menu choices
    • IVR software provides automated responses, including pre-recorded voice messages or dynamically generated prompts
    • Integration with backend systems enables access to caller information for personalized responses
    • Call analytics and reporting track data on call volumes, caller behaviour, and outcomes
    There many types of IVR systems viz:
    • Inbound: Handles incoming calls and provides automated assistance or call routing.
    • Outbound: Proactively initiates call to deliver automated messages or gather information from customers.
    • Traditional: Uses touch-tone keypad input for caller interaction.
    • Speech-Enabled: Utilizes voice recognition technology for callers to provide information or make selections using their voice.
    • Multilingual: Supports multiple languages for callers to select their preferred language for interaction.
    • Visual: Combines traditional IVR with visual elements to provide real-time guidance or support by displaying information announced on caller’s smartphone for interactive and intuitive experiences.
    • Hosted IVR: Operates on cloud infrastructure, offering flexibility, scalability, and remote management.

    Yes, our voice response system supports customized voice prompts and messages according to your brand's tone and style. You can use professional voice talent or record your own voice prompts to create a personalized and branded experience for your callers.

    Implementing an IVR streamlines customer interactions, reduces wait times, and enables self-service options, leading to higher customer satisfaction and optimized resource allocation. Teckinfo’s IVR solution offers several benefits, including enhanced customer experience, improved operational efficiency, cost savings, personalized interactions, real-time insights and analytics, scalability, brand consistency, compliance, and 24/7 availability.