Interactive Voice Response Systems (IVR)

An automated service using voice recognition or the telephone keypad, this allows consumers to service their own enquiries by following the IVR dialogue. IVR systems can respond with pre-recorded or dynamically generated audio to direct customers on how to proceed. Commonly used by many large UK companies (eg, call centres, hospitals) as it allows the company to segment vast volumes of calls to the correct department whilst reducing staffing costs. Another way in which staffing costs can be reduced is that IVR’s have the function to take payments or allow callers to update information simply by using their telephone keypad.

IVR platforms can also be used for out of hours call handling, with pre-recorded messages being played to callers, the option to leave voicemail messages or calls being routed to a different number (eg, mobile phone) when the office is closed. Other popular features include; Introduction messages, Call recording and Call queuing, all of which are used to assist business’ with handling high volumes of calls.

If you already have an IVR system in place our numbers and short codes can be routed to terminate on the existing platform, alternatively our experienced developers can design a new platform to suit your business. Whatever your idea or requirement, we will strive to make it a possibility!

Examples of users;

• Ticket lines
• Survey & Questionnaires
• Customer Service / Support lines
• Mobile Networks
• Banking / Credit Card companies
• Public Sector (eg, NHS, Councils)