IVR (Interactive Voice Response) or voice menus allow callers to interact with a phone system via the numpad of their phones. This way IVRs help companies to decrease expenses, as their staff does no longer need to answer the same questions over and over and improve efficiency. As part of an IVR, routine information announces make customer services more efficient. But voice menus are even more powerful: callers can be verified by PIN codes and get connected the relevant department. Reservations and bookings can be managed by IVRs too. Another advantage is that IVRs can handle calls 24/7 without getting tired.
The announces of the IVR can be recorded as prompts or through TTS (Text to Speech). The usage of TTS is useful if the contents of messages have to be flexible or convertible. The callers don’t need to read complex texts or guidance’s and they only have to follow the instructions of the voice menu through the intuitive and natural way of listening to speech.
In voice menus, callers simply navigate through the menu with the keypad of their phone. Usually DTMF (Dual-tone multi-frequency), which is usually applied to send information of the telephone keyboard to the IP phone system, is used. Voice menus allow orders, bookings, reservations and voting’s on you IP PBX. Another advantage of IVRs is that they are less subjected to faults. The noises in the back round don’t cause errors and issues with voices or dialects are no disturbing factor when using the keyboard of the telephone. IVRs are an efficient completion to an IP PBX.
Askozia PBX fully supports multilevel IVR menus with the Call Flow Editor. In this video below, you´ll see how to setup an IVR.