IVR Studio / IVR Designer Introduction

IVR stands for interactive voice response. IVR Designer / IVR Studio provides easy drag-and-drop functionality to allow you to design advanced telephony systems. Any application can be picked from the toolbar area, then dragged to the main drawing area and dropped. That application will create itself in that location when dropped.

Using a web browser, users can easily create voice response applications using its drag-and-drop interface. A toolbar in the IVR Designer contains the necessary applications for creating an IVR.

IVR applications enable live callers to communicate with IVR software or telephone keypads via voice recognition software. By using the IVR system, callers can be connected faster to the right department, rather than dealing with a live person. An IVR system is necessary for call centers to handle the volume of calls.

ICTBroadcast Autodialer is bundled with an interactive web-based IVR Designer that allows its users to design custom IVR menus of their choice. IVR Designer / IVR Studio has simple controls, is easy to use, and is built on a drag-and-drop concept.

How IVR Works?

In ICTBroadcast the user can pick any application from the toolbar area, then drag it to the main drawing area and drop it. This will create that application at the dropped location. Its drag-and-drop interface makes it easy for users to create voice response applications in a web browser. IVR Designer’s toolbar contains the applications to create an IVR.

Each IVR application is different, but a standard sequence is followed by most. The caller dials in, to begin with, and is greeted by a pre-recorded voice. Before providing multiple menu options, the IVR can start by asking for language preferences. “Press 1 for more information. Press 2 for the technical department. Press 3 for other menus. Press 4 for the operator.” The call is forwarded to an appropriate call center representative based on the response of the caller.

Using IVR Studio , users can send SMS messages, send emails, and collect data through voice calls, among other features. This is primarily used for dynamic calls generated through IVR Studio and IVR Designer.

By dragging and dropping the application in the main drawing area, you will be able to make calls to the customer or user depending on the way you want it if you want to listen to the first name and then the account number so you can drag and drop the application according to your requirements.

Applications of IVR Studio / IVR Designer

An IVR application provides call answers, call hang ups, get inputs, conditions, play audio, call transfer, call records, option menus, answering machine detection, do not call, text to speech, say alpha, say digits, say numbers, say dates, say times, set caller ids, and integration API.

Features of IVR Studio / IVR Designer

There are countless features of IVR Studio / IVR Designer:

Gathers needed information smartly

Integration of IVR systems

A drag-and-drop interface

IVR system centralized

Automated customer service

Cost-effective and time-saving

Gathers needed information smartly

IVR used voice tones to greet the caller and ask different questions. The caller answers the question with a dial pad. Natural tones are used in a real-time environment so that the computer can interact with the caller and significantly improve customer relations. A series of questions are asked to determine what the caller wants to accomplish, and then the call is routed to the most appropriate agent.

Third Party Application

ICTBroadcast IVR studio feature allows customers to integrate third party applications into their IVR studio to automate their business processes. Integration can happen with the help of API (Application Program Integration) In the context of APIs, the word Application refers to any program that performs a specific function. Interface can be thought of as a contract of service between two applications.

Drag-Drop Interface

The drag-and-drop interface in IVR studio/IVR designer greatly reduces the complexity of design. There are no complex codes to write, and all the tools can be accessed using just a simple user interface. An IVR studio can be operated by anyone with basic knowledge, which saves both time and money. A toolbar is included in the IVR studio that includes all the features needed for placing, editing, updating, connecting, and managing interactive voice response content.

IVR system Centralized

You can set up centralized cloud-based servers for IVR systems to provide services no matter where you are in the world. In remote areas, agents can work remotely (such as working from home), or the caller can contact the agents remotely. We can provide everyone in the world with error-free, faster, and more reliable IVR services.

Automated Customer Service

Sometimes, a user doesn't need to contact center agents if his queries can be resolved through self-service. Automated customer support can be developed using advanced technologies such as speech-to-text and text-to-speech, as well as using artificial intelligence and speech recognition. An agent may not be required to assist the caller since a suitable solution may already be available.

Cost Effective and Time Saving

An incorrect routing of calls will waste both the caller's time and the organization's resources. The IVR automated call routing method route calls directly to the most appropriate agent, saving both time and telephone charges. The ability of the IVR to drastically reduce the average call time and operational costs enhances the effectiveness of call center operations.

Types of Campaign:

There are two types of surveys support professionals can create: inbound IVR (surveys you call to take) and outbound IVR (surveys you call).

Inbound IVR:

Inbound IVR anticipates your caller's needs and offers them options to access the information they need.

An inbound IVR is typically encountered when people call a company. The self-service menu allows you to interact with different functions or departments by assigning different voice commands or touch-tone numbers.

For example, inbound IVRs are used for customer support, answering frequently asked questions, and inbound sales.

Outbound IVR:

Outbound IVRs enable businesses to communicate with their customers via several different channels, including voice calls, SMSes, and emails. Outbound sales campaigns rely on technology like this, which can complement autodialers and other call features.

Businesses can use outbound interactive voice response (IVR) to automatically notify customers of upcoming appointments, payment deadlines, or promotions.

Functionality of inbound and outbound IVR:

Inbound and outbound IVR serve the same purpose of engaging your customers, but each has a different purpose. A critical difference is that inbound IVR handles inbound calls (those initiated by the caller) and outbound IVR handles outbound calls (those initiated by the company).

Outbound IVR systems are more beneficial for a business because they initiate calls and are more customized for marketing functions.

Conversely, inbound IVR focuses more on customer satisfaction. A caller dials because they're searching for information or need support, and the IVR menus help to accommodate these types of phone calls.

Integration of Inbound & Outbound IVR

IVR systems provide businesses with more automation.

Increasingly, IVR systems are connected to technologies based on Artificial Intelligence (AI) and machine learning. AI may have recorded an inbound caller's interactions and scheduled a callback with the caller, for example, if the caller had to end an inbound call. You can integrate tools like autodialers that allow the outbound IVR system to take over when the call is dropped.

Both systems may also be integrated with Customer Relationship Management (CRM) tools to pull customer information for outbound call generation. IVR systems can be linked to other telephone system features, such as SMS, to notify users of incoming calls.

Inbound IVR or Outbound IVR: Which is better?

Automation and streamlining operations can significantly increase business efficiency when using IVR phone systems. The choice is in between two types of IVR, inbound IVR and outbound IVR, depending on your business objectives. Outbound IVR systems allow marketers to connect with more customers by taking advantage of outbound call automation features available in their phone systems.

Many companies use outbound IVR systems to automate complex processes such as payments notifications, making it a simple and instant process for them to handle it over the phone.

If your company does not engage in proactive outreach and receives incoming calls daily, an inbound IVR system would be a good choice. You don't have to hire more agents to answer your users' queries, since there are endless possibilities.

Conclusion

ICT Broadcast Autodialer includes an interactive web-based IVR Designer that allows users to design custom IVR menus based on their preferences. The IVR Designer / IVR Studio is simple to use, easy to understand, and has drag-and-drop capabilities. Once a user has created an IVR, ICTBroadcast can broadcast and play these IVRs to its customers.