Interactive Voice Response system - Mtalkz
                     What is 
interactiv
e voice 
response 
system & 
Why you 
should 
use it?
Interactive voice response system
Interactive voice response, or IVR, is an automated telephone system that combines pre-recorded 
messages or text-to-speech technology with a dual-tone multi-frequency (DTMF) interface to engage 
callers, allowing them to provide and access information without a live agent.  If the IVR system cannot 
retrieve the information that the caller is looking for, the programmed menu options can provide 
assistance in routing callers to the appropriate representative for help. By integrating computer and 
telephony technologies, IVR software can improve call flow and reduce wait times, leading higher overall 
customer satisfaction.
Why you should use ivr system?
There are a multitude of reasons an IVR phone system should be used by companies. Many of these are 
discussed in the benefits section below, but even the most basic functions of a call center IVR make it 
clear why every business should consider the technology.
One of the most obvious reasons is easing contact center congestion. An influx of incoming calls can 
leave customers on hold and call center agents rushing to assist everyone who needs help.
An IVR system offers self-service options for clients, and even outside of business hours, they can get 
help for common issues and find the answers to frequently asked questions.
Contact centers also benefit from interactive voice response systems by removing repetitive tasks from 
the plates of your agents. Research shows that two-thirds of global office workers feel overburdened with 
repetitive tasks that could be automated. Dealing with such menial tasks, in addition to complex issues, 
can make it difficult to maintain worker morale. In the end, this negatively affects productivity and 
efficiency. By utilizing even a basic interactive voice response system, you can alleviate this issue.
Benefits of interactive voice response system
Increase first contact resolution.
IVR significantly increases first contact resolution because callers are always directed to the agent or 
department that is most capable of meeting their needs. The agent who receives the call will be more 
qualified to answer the caller’s question and will be less likely to transfer the call to another agent.
Increase customer service efficiency.
Agents who work in a company that uses an IVR are more proficient at solving specific problems and 
meeting the unique needs of the customers that they are assigned. The result is an increase in customer 
service efficiency.
Reduce operational costs.
IVR systems can replace a receptionist or a customer service agent who answers calls and directs 
callers to agents. They are also very affordable, can increase efficiency, and will reduce operational 
costs, so the ROI is huge.
Increase professionalism.
You can use an interactive voice response system to greet your customers in a very professional manner 
and to make it appear that you have more departments and employees than you actually have.
Increase customer satisfaction.
When your IVR is easy to use and reliable, customers will never be routed to the wrong department or to 
an agent who cannot solve their problems.
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