IVR
iCallMate IVR is a programmable, flexible & robust to meet any kind of call navigation requirements like http APIs, database integrations, VoiceXML, call routing, responsive & non-responsive campaign, call patching, Surveys etc. Call flows can be created using the rule-based engine as well as drag-drop based IVR studio.
IVR (Interactive Voice Response) by Novus Connect
An effective IVR system is the front door to your customer experience. At Novus Connect, we offer powerful, flexible, and cloud-based IVR solutions that help businesses automate incoming calls, provide self-service options, and route callers to the right department or agent—efficiently and professionally.
Our IVR systems are designed to handle high volumes of calls, reduce operational costs, and deliver a seamless experience for both customers and teams.
Key Features of IVR by Novus Connect:
- Set up custom menus for support, sales, billing, and more—based on your business needs.
- Use natural-sounding TTS or custom recorded audio for professional greetings and responses.
- Automatically pull or push data from your CRM or helpdesk while the call is in progress.
Monitor call flow, drop-offs, input patterns, and customer choices to optimize performance.
Route calls based on inputs (DTMF), time of day, language, location, or agent availability.
- Redirect calls to voicemail or alternate routes during non-business hours or high call volumes.
How IVR Can Support the Development of Your Company
Customer experience is crucial to any business’s success in the cutthroat world of today. Businesses are always searching for faster, smarter, and more effective ways to communicate with their clientele. Interactive Voice Response, or IVR, is one technology that has revolutionized how companies interact with their clientele.
An automated telephony system, or IVR, enables callers to communicate with a business’s phone system using voice recognition, DTMF tones, or pre-recorded voice prompts. Customers can swiftly browse menus, locate the information they require, or connect with the appropriate department rather than having to wait a long time for a live agent. But IVR is not just a tool for reducing call wait times – it is a complete customer engagement solution that can improve efficiency, reduce costs, and boost customer satisfaction.
Let’s examine the various ways that IVR can benefit your company.
1. Enhances the Client Experience
Your clients won’t ever have to wait longer than necessary if your IVR is well-designed. For instance, the IVR can instantly provide information without transferring the call to a human agent if someone calls to inquire about office hours, order status, or account balance. Customers feel empowered and save valuable time with this self-service option.
The IVR simultaneously directs the call to the appropriate department or the most qualified agent in the event that a customer does require human assistance. No more repeated transfers—just precise and quick service.
2. Saves Agents Time and Lightens Their Workload
When answering routine questions like “What are your working hours?” or “Can you connect me to the billing department?” agents frequently waste time. These routine tasks are automated with IVR. Only complex queries that require human intervention are handled by agents.
This lessens the workload for agents, keeps them productive, and guarantees that their time is spent on things that actually call for face-to-face communication. Over time, this lowers burnout and increases employee satisfaction.
3. Economical Communication
Hiring more agents just to manage routine calls is expensive. Businesses can handle more calls with IVR without adding more employees. Once implemented, IVR runs 24/7 at a fraction of the cost of a live workforce.
For small and medium-sized businesses, this means high-level customer service without heavy operational costs. For larger enterprises, it ensures scalability – the system can handle thousands of calls simultaneously, something a human-only team cannot achieve easily.
4. Offers round-the-clock availability
Customers expect businesses to be open 24/7 in today’s “always-on” culture. However, not all companies can afford to maintain a round-the-clock call center. This issue is resolved by IVR, which provides 24/7 customer service.
Customers can check order status, raise a service ticket, or request a callback even outside office hours. This builds trust, increases reliability, and helps businesses gain a competitive edge.
5. Improves One's Professional Image
IVR can make even small businesses look more professional. A professional greeting like “Thank you for calling [Your Company Name], please press 1 for Sales, 2 for Support, 3 for Accounts…” conveys the idea that the company is well-organized and customer-focused.
This enhances the customer’s initial impression and builds brand trust.
6. Intelligent Call Routing
Intelligent call routing is one of IVR’s best features. IVR routes calls to the appropriate department or even agent based on input from the user. Some sophisticated IVR systems automatically prioritize VIP clients or repeat callers by integrating with CRM platforms.
Customer satisfaction rises as a direct result of fewer call transfers, shorter wait times, and quicker issue resolution.
7. Information Gathering and Understanding
In addition to routing calls, modern IVR systems also record important customer information. They can, for example, track peak call times, log the reasons for calls, and examine consumer behavior.
Companies can use this information to make well-informed decisions, like hiring more agents during busy times or figuring out which commonly asked questions can be automated. This data-driven approach gradually enhances customer engagement tactics and efficiency.
8. Facilitates Communication in Multiple Languages
A multilingual IVR can welcome and help clients in their preferred language if your company serves clients in different areas or nations. Customers feel appreciated and language barriers are removed with this individualized touch.
This feature is essential for multinational corporations because it fosters inclusivity and enhances communication with a wide range of clients.
9. Expands Marketing and Sales Possibilities
IVR can be used as a tool for marketing and sales in addition to providing support. It can be used to conduct customer surveys, announce product launches, and advertise new deals. An IVR might say, for instance, “Press 1 to learn more about our exclusive holiday discount.”
Such interactions can increase upsell and cross-sell opportunities without requiring additional manpower.
10. Business Continuity and Disaster Recovery
Call centers may be affected by unforeseen circumstances such as pandemics, natural disasters, or technological malfunctions. However, cloud-based IVR systems allow companies to stay reachable by clients, even during emergencies. To guarantee business continuity, calls can be automatically routed to remote agents or backup numbers.
What is IVR?
IVR, or Interactive Voice Response, is an automated phone system that lets customers talk to a business without needing a live agent. They can do this by using voice commands or keypad inputs (DTMF tones).
1. Automated Customer Support
Provides 24/7 self-service to customers.
Answers FAQs like account balance, order status, appointment confirmation, etc.
Reduces dependency on human agents.
2. Call Routing to Right Department
Directs calls to the correct department or agent based on user input.
Example: Sales, Support, Billing, Technical Help.
Saves time for both customers and employees.
3. Improves Customer Experience
Customers get quick answers without waiting for a live agent.
Multilingual IVR systems help businesses serve diverse customers.
4. Cost Efficiency
Reduces the need for large call center teams.
Handles high call volumes automatically.
Frees agents for complex queries while IVR handles simple tasks.
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