What is IVR for Businesses and How Does it Work?

IVR

But what is IVR? 

IVR stands for Interactive Voice Response; it is an automated technology capable of interacting with the caller and providing all the necessary information, thanks to the storage of previously recorded data and messages. Modern IVR systems can provide advanced services, such as, sending greetings on birthdays or special occasions and even making conversation more “human”.

IVR, a virtual receptionist at your disposal

The IVR acts as a virtual receptionist who works as a live operator. Callers have a series of options to choose from, according to their needs. During the call, callers can select interactions through the telephone keypad, so sending a tone DTMF (Dual Tone Multi-Frequency, i.e. Double Tone Multi-Frequency). The entire phone call goes smoothly, without the need for any human intervention.

Instead, the interaction between man and machine becomes natural, as if there were a human operator on the other side of the handset. Artificial intelligence has made great strides and offers increasingly customizable options that have huge advantages for companies.

We at We Are Fiber specialize in providing IVR services and tailor them to each client. Thanks to this technology’s remarkable versatility, we can support both small and medium-sized companies. Do you want to know more about our IVR services? Click here! 

What is IVR in The Cloud

Ivr

To further optimize IVR phone systems, you can take advantage of the internet and receive calls using the cloud. It represents an advantage that should not be underestimated, as to access the switchboard functions, you simply need a web connection to manage everything remotely. However, this is not the only advantage, as the virtual switchboard can offer its services to different company offices, even those very distant from one another.

The cloud telephone system uses two technologies: the Hosted PBX (Private Branch Exchange) or the IP Centrex. The latter “centralizes” the system, yet this does not necessarily have to be located within your company, but can also operate through the provider’s external data centers, such as VoIP (Voice over Internet Protocol) technology.

At We Are Fiber, we provide the most appropriate technology for your company, offering you a consultancy service with continuous support to manage your customers in the best possible way.

The advantages of IVR

In light of all this, the advantages guaranteed by this futuristic technology are easy to identify.

IVR systems can handle a high flow of calls for 24 hours a day, thus managing to dispose of all requests quickly and efficiently. The whole process is entirely automated, where there is no need for human intervention, or a minimal number of operators may be required.

After installing the switchboard, you can be sure to get considerable economic savings, as you need only a handful of human operators. You can also offer an efficient and high performing service capable of responding quickly and with satisfaction to customers’ various needs. All this translates into a benefit for callers as well, who can enjoy personalized communication available 24 hours a day.

IVR solutions in the cloud do not require a physical switchboard, which demands space, continuous maintenance, investments for installation etc. In the case of the cloud, it is not necessary to go directly to the site to make changes or interventions, as everything can be done remotely. These are some of the great opportunities afforded by digitization, which provides increasingly smart and cutting-edge solutions.

The cloud is an extremely flexible and malleable technology, as it can adapt according to the size of companies. Small, medium and large companies can choose the cloud IVR services that best suit their needs, taking advantage of the same features and enjoying the same benefits. A virtual PBX in the cloud is not subject to obsolescence, so after making the initial investment, it is sufficient to carry out the updates without further additional costs.

Some personalized services offered in the cloud from the IVR

IVR systems in the cloud offer different options, such as system integration with corporate databases or CRMs, where the data and registry lists of customers are kept. The system can then use the information at its disposal to provide the caller with detailed and targeted answers.

Alternatively, the system can be expanded to include chat or instant messaging tools, providing a complete and personalized experience to the calling customer. There is even the opportunity to deliver on-demand support for video calls and video conferences to satisfy even the most demanding customers.

We at We Are Fiber know every “secret” of IVR. If you ,too, want to enter this world of opportunities, contact us!

Email: info@wearefiber.com

Telefono (It): +39 024 210 1122

Telefono (Regno Unito): +44 203 870 4408

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