Interactive Voice Response (IVR)

Build a scalable IVR system to reduce operation costs and increase customer satisfaction.

Route your incoming calls with multi-level IVR that you have control over. Add additional layers as you need them.

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Features

Standard

Audio upload

Upload your own voice narrators and music to personalise the caller experience.

Voicemail

If no solution or agent can be found, callers can leave a voicemail.

Call record

Call record any customer interaction over the IVR.

SMS and email notifications

Send automatic notifications based on a caller’s decisions. Provide full self-service when paired with our payment or ordering features.

Call queuing

When your lines are very busy, have your callers placed into a queuing system. Offer automated call-backs to those who cannot wait on the phone.

Routing

Business hours routing

Choose where your calls are routed, depending on the time of day. You can also decide where calls go outside of business hours.

Quantity routing

Decide where calls are routed when you are at your busiest. This could be a backup team in a separate location or simply adding callers to a queue.

Homeworking

If your staff is working from home, have your calls routed to their mobiles or softphones automatically.

System integrations

Payments

Allow callers to pay you over the phone without human interaction, using a PCI-DSS Level 1 payment system.

Ordering

Automate your ordering process so that callers can order supplies or replacements with the touch of a button.

CRM

Allow customers to check their account information stored in the CRM or helpdesk systems.

HTTP requests

Add this Interactive Voice Response (IVR) system to your existing call centre software via an HTTP request.

Benefits

Build a modern IVR, using advanced workflows that you can easily manage yourself.

Advanced workflows for quicker paths

Build advanced workflows packed with features that take the strain off your agents, whilst keeping your customers satisfied. Our IVRs support multiple sites, remote workers, and fast-paced changes.

Build a more efficient self-service flow

Not every call requires human interaction. Reduce the cost of your call centre through self-service. Setup specific qualifying questions and lead callers straight to the correct system.

Clever routing for seamless transitions

Callers do not like being made to wait. Make sure your IVR can route callers at all times based on time-of-day, high call volumes, and in case of emergencies.

Carrier-Grade Quality

Tier-1 interconnects and a private MPLS fiber backbone minimize hops on the public internet.

99.999% Uptime SLA

Redundant multi-cloud infrastructure and carrier independence eliminate downtime.

Unmatched Security

Encryption options for signaling (TLS) and media (SRTP/ZRTP) ensure your communications are secure.

Resources

Frequently Asked Questions

What is IVR?

IVR (Interactive Voice Response) is a telephony technology used to segment incoming calls, and connect them to the right team or individual. In its simplest form, it can be just a menu system – press 1 for sales, 2 for customer services. The in2tel IVR system now allows payments, checking of account information and other automated services. It can be delivered across phone, sms and email.

How to set up an IVR number

You can either buy phone numbers from in2tel or port in your existing business phone number.

What are some of the use cases for IVR?

Segmenting inbound calls to reduce strain and cost for your call center
Self-service and FAQ systems such as purchasing, ordering or account checking
Running post-call satisfaction surveys

BRINGING INTELLIGENCE TO TELECOMS

You can talk to us through live chat, by phoning our freephone number 1800 91 1800, or by heading to the contact form.