IVR stands for Interactive voice response. It is a computerized telephony system that allows to interact with callers enabling them to make choices using spoken or typed commands on the telephone keypad. Dlines IVR is an automated interactive communication system that integrates seamlessly with Dlinese X or Dlines Track to connect with customers through a series of pre-programmed interactions. DLINES’s IVR is suitable for both new and established businesses. IVR software enables the use of prerecorded greetings or menu options as well.

Multi-Level IVR

Multi-level Interactive voice response address specific requirements and needs of caller. It allows numerous stages of input prompts for the callers so that the caller is routed more accurately. DLINES’s multilevel IVR lets you play different hold music, record greeting, provide information about current promotions and upcoming events creating positive impression. Multi-level IVR system helps to eliminate customer call waiting times and call hang ups.

Provide automated helpline

IVR system’s inbound call capabilities enables purchase mobile plans, services, utilities, etc. with just IVR system without any human intervention. It also enables users to retrieve information such as product details, order status, bank balances, flight schedules, movie show times, and more with a phone/mobile. IVR is capable of making outbound calls such as gathering or delivering information for appointments, past due bills, etc.

Have sophisticated telephony system

Give your company a sophisticated telephony system by integrating MCube IVRS with Dlines X or Dlines Track on a single or multiple toll free number. DLINES’s IVR system enables you to integrate single or multiple number to one toll free number. It helps in providing your organization an expertise of call management system which effortlessly manages all inbound and outbound calls. With MCUBE’s IVR system increase customer satisfaction and loyalty.

IVR software enables you to provide prerecorded greeting with prompts for customers which can be accessed through phone’s keypad. IVR guide’s customer to get connected to concerned executive or get an automated information through it. It assists in offering a tranquil experience to you and your customers.

Smart IVR

Interactive Voice Response (IVR) System for Businesses

What is IVR?

Interactive Voice Response is a technology that allows a pre-recorded voice to interact with humans through voice and DTMF tones input via the keypad. Meaning, when you call, the voice on the other end will be computer-generated. You can use your phone’s keyboard to create a certain outcome.

Types of IVR

Single-level IVR

This is the simplest form of IVR. In this type, you can only add a single layer of IVR to your call flow. Single level IVR is perfect for simple use cases where one input is enough to connect an agent or trigger a message.

Multi-level IVR

You can think of multi-level IVR as an IVR within an IVR. Sometimes it’s unmanageable to create an IVR menu with a 0-9 prompt. In this case, you can use multiple layers of IVR in your call flow to streamline the workflow.

How have businesses traditionally used IVR?

Personalisation

With Exotel’s IVR, you can decide what your customers hear. Say for instance someone is calling for the first time, then you can play a greeting that different from when a person is calling the second or third time. Personalization is important because it helps your customer listen to more relevant information.

Gather feedback

IVR systems can be used as an effective channel to collect valuable feedback from the customer which can then be used to improve customer experience.

Be available after hours

Not all companies have a 24×7 customer support. In cases like these, IVRs can help. Simply set up with a greeting that mentions your office is closed and also mentions your work hours. This will help customers call back during your business hours.

Easy updates

This method allows your customer to pay for services availed using their mobile phones. From ordering movie tickets to home delivery, almost every division has used IVR for payments at some point.

Cash on delivery verification

Cash on delivery orders, if not verified, incur huge expenses for companies. Companies now use a simple IVR system that ensures the order is verified by the customer before it goes out for delivery. This saves time, money and human resources for the company at stake.

For local language interaction

A system that is completely automated is one of the most basic uses of IVR. It is the easiest way to communicate with people of all languages, without having to hire people who speak all these different languages.

Better customer experience

Our Smart IVR feature ensures your customers speak to the right person who can help them with what they are looking for. The easier it is for your customers to get connected to the right person, the happier your customer will be.

Automated checking for order status

With IVR, all a customer has to do is call the number given by the company, punch in his user ID and he gets the status of his order. This makes it simple for the customer while also avoiding the human intervention, thereby reducing the need for extra manpower.

Improve efficiency

With automated IVR systems, there are now streamlined processes in place. Your company is now able to have a process in place for all mundane tasks so that your staff can focus on other key activities.

Easy visual drag-drop dashboard

Just drag-drop applets and build your IVR call flow. Don’t wait for developers to code them.

Try Exotel’s Smart IVR Free for 15 Days!

Sign up to get free Call & SMS credits

How IVR Works

1

Customer dials a business phone number

A customer reaches the number mentioned on your ad/website/app.

2

They hear a greeting followed by prompts

Customers are asked to input certain numbers (DTMF inputs) via their dial-pad for corresponding outcomes.

3

The corresponding outcome pans out

Example: Call gets connected to the correct department or the customer hears their account balance.

Here’s how our customers use IVR for their business

Ola works with Exotel to automate this process using IVR

Swiggy uses automated IVR calls to notify the restaurant when an order is placed. This helps them save order delays.

RedBus uses Exotel’s IVR to handle ticket cancellation and refund status enquiry

Why is an IVR number essential for your business?

Sound professional

Greet your callers with a clear and concise IVR greeting

Route calls with ease

Press 1 for Sales, 2 for Support etc. Give your customers the best experience

Support remote working

With Dlines’s IVR number, you can work from anywhere

Smart call routing

Time-based and team-based call routing on the caller’s input through your IVR system.

Reports and analytics

Agent-wise Reporting and Call analytics everyday on a real-time basis

Scale with ease

Add/Remove agents with a click of a button. You can also scale your calls without any inhibitions!

Interactive Voice Response savings calculator

Consider a human receptionist answers 3000 calls a month, and is being paid a salary of Rs.20,000. Here is a representation of your savings potential if an IVR replaces a human

Calls per month 3000 ₹1,800.00

Monthly Cost for IVR ( fully automated IVR at ₹0.6p/min) ₹20,000.00

Monthly human receptionist cost ₹18,200.00

Your savings per month

Disclaimer: Extra charges applicable for toll free numbers

Disclaimer: Call rates vary based on volumes

Integrate our IVR system with both inbound and outbound calls

Inbound calls

If you have called a customer support number before, you must have experienced Inbound Call IVR. You can use IVR to connect the dialer to the right department, send information via SMS and more. Inbound IVR systems are popularly used for customer support, order tracking and more.

Outbound calls

IVR can be implemented for Outbound calls too. For instance, you can make automated calls with a pre-recorded message that will play when the person on the other end answers. You can use IVR to accept input from the customer. Outbound Call IVR is especially useful for feedback, surveys and COD confirmation.

Track and analyze calls on your IVR number

Improve your product/service using call recordings of your IVR calls, available in your inbox

Try Smart IVR free for 15 days

Automate your business communication with multi-level IVR number system

IVR  automation

What can you use IVR automation for?

Surveys for market research

IVR is the most economical and easiest way to conduct a market-research survey. Understand your customer demographic and decode their purchasing preferences and habits with surveys.

Feedback about customer satisfaction

IVR is the best way to collect feedback. You can also use a multilingual method to solicit feedback, thus ensuring language does not pose a problem.

Large scale employment drive

Hiring for blue-collar jobs is a challenge. A simple IVR call blast can help with the initial screening of employees. This is particularly useful for driving large-scale hiring.