IVR: Interactive Voice Response
Greet callers with an announcement and suggest to press a keyto direct them to an extension, a group, a message or a sound, and thus handle their request in the best possible way.
What is an IVR?
An Interactive Voice Response (IVR) server is a central technological solution in modern telephone call management for businesses. Basically, an IVR uses voice recognition systems and DTMF (Dual-tone Multi-frequency) tone-guided menus to enable callers to make their choices with the telephone system via a telephone keypad. This interaction enables callers to be assisted and directed to the appropriate service or contact person, in an automated way, without direct human intervention.
This system is designed to enhance the customer experience by reducing waiting times and providing a fast, accurate response to specific queries. Thanks to its configurable dashboard, the IVR enables businesses to create and modify customized codes, sequences and voice messages to suit their needs. Using a combination of intelligent routing and programmed audio broadcasting, the IVR optimizes call handling, offering better customer relationship management and significant time savings for call center or corporate agents.
Advanced features such as text-to-speech, web-based programming and interaction accounting are integrated to ensure efficient use of company resources, while maintaining high quality of service. As a result, companies can manage high volumes of incoming calls, reduce operational costs and improve their image with customers, making IVR an indispensable tool in the modern business telephony landscape.
Reinvent telephone reception with IVR technology
In a world where time is precious and first impressions are crucial, Kavkom’s Interactive Voice Response (IVR) is the keystone of your communication strategy. By integrating our IVR technology, every incoming call is a gateway to exceptional customer service.
This advanced system doesn’t just route calls: it transforms them into meaningful interactions, enabling callers to quickly access the information or contacts they’re looking for. With personalized voice announcements and clearly defined menu options, your customers benefit from immediate help without having to go through an agent. Imagine a world where every caller is immediately recognized and directed to the right destination, reducing waiting time and maximizing satisfaction. With Kavkom, set up a system that not only responds in real time, but adapts its functionality to the complexities of your current requests. IVR is more than a technology; it’s a promise of operational excellence, designed to improve customer relations while optimizing operational costs.
Customize your IVR to your image
We offer the flexibility to fully customize the menu of your interactive voice server, allowing precise parameterization according to your company’s specific needs, and using an intuitive programming interface to set each option and tone. Record professional greetings that reflect your corporate image, as well as clear menu options tailored to your customers and prospects.
Endless possibilities
Unleash the infinite potential of Kavkom’s IVR, offering a wide choice of customizable configurations to suit every level of requirement and every contact center!
Direct calls to specific users or groups, create customized multi-level IVRs and configure complex scenarios.
Offer a unique customer experience by exploiting all the possibilities of personalization to optimize your communications.
Set up complex scenarios integrating real-time multi-line management to maximize the efficiency of your communications
Simplicity and ease of use
Kavkom IVR is easy to set up and use. No need for advanced technical skills. We take care of everything, so you can concentrate on your core business.
Lower operating costs
With our IVR, designed to maximize autonomy, you can automate repetitive tasks and improve operational efficiency. Callers can obtain information or perform simple actions without needing to interact with a live agent, freeing up your agents’ time and reducing staffing requirements.
Enhancement of the customer experience
A well-designed IVR, equipped with automated systems for rapid service, can significantly improve the customer experience by providing immediate and easy answers to the information or services required over the phone. Online callers can be directed to the right offer or resource from the start of their call, reducing waiting time and frustration.
Fast problem solving
With our IVR, callers can get quick answers to their queries or solutions to their problems without having to wait to speak to a live agent. This means faster problem resolution and greater customer satisfaction.
“Kavkom has been the perfect answer to our business telephony needs. Their simple, reliable system, performance statistics, switchboard customization and ability to quickly call our key users have greatly enhanced our efficiency and customer satisfaction.” Ben Cauchois VP Sales & Operations @ SEIZA
“Kavkom has been the perfect answer to our business telephony needs. Their simple and reliable system, performance statistics, switchboard customization and ability to quickly call our key users have greatly enhanced our efficiency and customer satisfaction.”
Ben Cauchois
VP Sales & Operations @ SEIZA
Outstanding communication quality
To meet its objectives and achieve exceptional performance, the use of the predictive dialer led to an increase in the number of candidates contacted. What’s more, thanks to Kavkom’s telephony solutions, waiting times were considerably reduced, enabling calls to be handled more quickly. In addition, dunning times were reduced by 40%, improving the overall management of the recruitment process by making it more efficient.
Frequently asked questions
What is an IVR, and why is it useful?
An Interactive Voice Response (IVR) system is an automated telephone system designed to interact with callers via voice menus. Its technology lies in its ability to direct callers to the appropriate information or services using pre-recorded options.
Indeed, IVR is widely used to optimize telephone call management in companies, offering a more efficient experience for users by guiding them quickly to their desired destinations. Thanks to its interactive functionality, the IVR helps streamline processes, guiding callers to the right center, reducing waiting times and improving customer satisfaction by delivering orders to callers.
What's the difference between IVR and IVS?
The acronyms SVI, for Serveur Vocal Interactif in French, and IVR, for Interactive Voice Response in English, refer to the same functionality: an automated, recorded and interactive system with the ability to direct callers to the appropriate contacts and services.
What are the most common IVR applications?
Callers can efficiently navigate the interactive voice menu, activated by their phone’s DTMF keys, to reach the right person or service directly.
Here’s how an IVR can be extremely beneficial:
- Multi-site management: For companies with several sites, the IVR enables efficient telephone reception by dispatching calls by typing in the announced numbers. For example, “Type 1 for [Site 1], 2 for [Site 2]”. By integrating telephony with CRM, management becomes transparent, as if all sites were centralized.
- Easy access to services: Companies with several internal departments, such as sales, customer or technical, use IVR to quickly direct callers to the right service without waiting.
- Product Customer Support : A common use of IVR is to segment services by product. For example, callers can type 1 for Product 1 and 2 for Product 2, making it easier to solve problems related to each product.
How do I set up an IVR with Kavkom?
- Time slot selection
Wehelp you identify the time slots during which your Interactive Voice Response (IVR) system will be active. Opt for working hours that suit your business needs. - Voice menu configuration
Wework with you to create your IVR voice menu. Select the specific options and announcements your callers will hear, as well as the corresponding actions for each selection. - Voicemail personalization
We can customize your IVR voice prompts to reflect your corporate image, choosing the voice and tone to reinforce your brand identity.
What are the benefits of IVR?
Companies benefit from a number of advantages when they adopt an Interactive Voice Response (IVR) system:
- Lower operational costs: Telephone answering costs drop considerably as soon as the IVR is set up, with fewer dedicated staff, optimizing day-to-day operations.
- Rapid resolution for customers: Callers are automatically routed to the right people, speeding up problem resolution. The IVR also broadcasts informative announcements to meet customers’ needs.
- Enhanced customer experience: The IVR ensures continuity of service, providing callers with information at any time of day, improving the overall customer experience.
- Enhanced corporate image: An IVR telephone solution gives any company, even an SME, a professional presence. This strengthens the company’s image, creating a larger impression and enhancing customer engagement. What’s more, companies can assert their brand identity through personalized voice announcements and on-hold music.
How to create an optimal IVR?
Here are some tips for improving and optimizing your IVR:
- Simplify menu structure: Streamline menu tree structure for smoother navigation and enhanced user experience.
- Personalize instructions: Tailor menu instructions and options to suit frequent call patterns, offering a more personalized experience.
- Choose a clear, reassuring voice: Use a distinct, clear and reassuring voice to reinforce caller engagement.
- Promote customer autonomy: Integrate options that enable customers to solve their problems independently, for example by redirecting them to a specific FAQ.
- Perform regular tests: Periodically test your IVR to make sure it’s working properly, and make adjustments based on feedback and changes in your business.
- Modify your IVR: based on new repetitive requests, analyze call volume and modify your IVR to ensure that all potential requests are met.
Can an IVR be combined with other routing strategies?
Absolutely, it’s perfectly possible to combine an IVR with other routing rules to perfect your telephone greeting. You can set up an IVR during specific time slots, and then define call distribution by redirecting calls to a group or individual users, or by opting for cascading or simultaneous ringing, giving your communications optimum flexibility.
Integrated with all your favorite tools
Kavkom integrates quickly and easily with all your CRM tools. Our technical team is with you every step of the way.
HubSpot
Salesforce
Pipedrive
Zoho
Chrome
Zapier
The 6 benefits of IVR
Interactive Voice Servers (IVS) are essential tools for efficiently managing incoming calls and optimizing your sales conversations. Here’s how an interactive voice server (IVR) can direct your calls towards new growth opportunities.
1. Customized configuration
Deliver a customized customer experience with a versatile IVR. Our interactive voice server software lets you configure personalized announcements and external call forwarding to maximize the management of your incoming calls. You’ll unlock the full potential of your sales team.
2. Routing to users and groups
Efficiently direct calls to the right people according to their skills. Create expert groups for simplified call transfers and an unrivalled professional customer experience. So your team can focus on more targeted conversations.
3. Multi-level tree structure
Our IVR allows you to deploy precise routing thanks to a customizable multi-level tree structure. Link up several interactive voice servers (IVR) for optimal call distribution and efficient management of sales conversations.
4. Personalized voice announcements
Answer common questions instantly with personalized voice announcements. Our interactive voice server software lets you create in-studio announcements or upload your own for a professional image that enhances your sales conversations.
5. Forward to external numbers
Manage call peaks by redirecting calls to external numbers. Outsource services seamlessly, freeing up your team for more strategic and commercial conversations.
6. Precise advanced settings
Optimize your customer service with advanced settings. Set customized expiry times, manage failures with precision and control the delay between keys for smooth, efficient telephone interaction, ensuring better call management and more productive conversations.
Create your IVR easily with Kavkom
Install Kavkom’s IVR and optimize your incoming call management.
Customer service and after-sales support are exceptional. Their treatment efficiency is remarkable, with a score of 5 out of 5. The staff are friendly, quick and above all very efficient.
With Kavkom, a high-quality professional VoIP switchboard, I was pleasantly surprised by its practical options and Brayan’s support. Flexible account management and a wide choice of low-cost destinations. Congratulations to the Kavkom team for their excellent work!
Convincing demonstration, subscription to VoIP telephony for business. Complete product, customizable, responsive. Satisfied with the result.
