IVR Call Center Solutions

What Are Different Types of IVR Call Center Solutions?

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What is an IVR solution?

IVR (Interactive Voice Response) cloud solution allows businesses to automatically interact with both inbound and outbound calls. The calls are addressed through pre-recorded voice messages and text-to-speech technology.  IVR cloud solution allows interacting with the callers and instantly route calls to the agents if needed.

IVR menu offers options with keypad selection, touch-tone, or speech recognition. It helps in understanding the customer queries with specificity. It allows rerouting the call to concerned departments or the customer care specialists. IVR cloud solution menu is also known as phone-free as it offers different layers as well as branches.

Types of IVR solutions:

The different types of IVR Call Center Solutions are:

  1. Self-service IVR: This type of IVRs is used for auto-attending high volumes of calls. A business can use a pre-instructed approach. It helps in resolving queries without transferring them to live agents. Customer can resolve their issues themselves, which gives the name. It helps in identifying and categorizing the calls based on the reasons for the call. A live agent is connected with the call only if the caller does not find the needed information or service in the Self-service IVR.

Self-service IVR offers customers agency to be independent. They can handle their issues with little to no agent help. However, it is for people who are comfortable handling technology.

  1. Hosted IVR: These services can be installed on a hosted app or platform. It influences the internet to allow businesses and customers to access the IVR system. Hosted IVR services are often hosted by cloud telephony products.
  2. Fully agent-assisted IVR: This type of IVR is the bridge point between the business and the customer service that delivers consistent customer support. A pre-recorded voice of the agent is used and initiated by this IVR. It helps customers to deal with complex IVR menus. When the customer responds to the pre-recorded voices, the IVR guides them to a live agent.

It is very inclusive as it helps customers of diversities to use the services with ease. It makes technology-based services easier to use.

Beneficial features for Call Center Solutions: 

IVR solution providers offer all types of IVR call center solutions. A business can choose the type of IVR system in India as per the service offered. A business can use all three or one. The various features that benefit a business with an IVR system in India are:

  1. Customizable menu: The menu can be customized along with the sub-menu with different options. Every business aims to ease connectivity and communication with customers. Thus, the menu must help in seamless connection and instant service delivery. The menu also helps customers to directly select the option needed without any wait time.
  2. Multi-lingual support: It offers multiple linguistic options to the customers. Many IVR number providers offer innumerable language options. These include local, national as well as international language options. The more language option helps a business to reach more people. It allows a business to easily expand its market reach.
  3. Concurrent calls: IVR system in India allows a business to attend concurrent calls. As call centers receive large-scale calls, it helps in reducing traffic and wait time. It helps call centers provide customer satisfaction by offering assured quality service.
  4. 24×7: It supports call centers to provide 24×7 services to the customers. It makes call centers more active and productive while reducing agent workload. As calls are routed and recorded, the manual work involved is reduced.

IVR Number Provider:

Knowlarity is one of the leading IVR solution providers in India. It is preferred by different industries. It has been trusted as the best IVR number provider due to the features and services it offers.

Knowlarity offers easy integration, scalability, and instant setup. The features can be customized based on the need and budget of the business. Knowlarity is also preferred over other IVR solution providers as it offers expert guidance before investing in the solution.

A business can take free trials and demos before buying the products. The testimonials of branded national and international businesses speak volumes about the services. The services are used by more than 6000 organizations from more than 60 countries of the world.

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