IVR – Interactive Voice Response

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What is an IVR?

IVR (Interactive Voice Response) system is an automated phone system that interacts with callers, gathers information, and routes calls to the appropriate recipient. It uses pre-recorded voice prompts and menus to offer self-service options, allowing users to get answers or complete tasks without speaking to a human operator.

Callers can interact with the IVR using their voice or by pressing keys on their phone. It is often used to handle large volumes of calls, providing efficient customer service and streamlining call management for businesses.

EFFORTLESS IVR AND CALL FLOW DESIGN WITH BEINCONTACT

Using a graphical environment, you can easily create custom IVR systems with multiple branches, call flows, and routing options. Additional features, including omnichannel routing and rule-definition modules, can be integrated upon request.

BeInContact’s call center software streamlines voice message management through TTS (Text-to-Speech), with STT (Speech-to-Text) and ASR (Automatic Speech Recognition) also available for enhanced interaction.

With BeInContact Builder Designer Scenario, call flows are automatically managed via graphic flow diagram blocks and a web-based tool. By linking various blocks in the graphical interface, you can design complex IVR structures and application integrations with just a few clicks.

SCENARIO BUILDER: MORE THAN JUST IVR

The Scenario Builder allows you to design not only the IVR flow but the entire call journey through ACD queues, all without needing complex programming skills. Its intuitive Drag & Drop interface simplifies the process.

With built-in libraries, BeInContact Scenario Builder Designer facilitates seamless data exchange between the Contact Center platform and integrated CRM systems during navigation. This integration enables fast, efficient caller identification before routing interactions and retrieves operator details to ensure the interaction is directed to the appropriate agent.