What is IVR?

Interactive Voice Response (IVR) is an automated voice system that interacts with the caller through pre-recorded voice prompts. It offers a straightforward menu system, ideal for businesses with simpler call routing needs or those just starting out with automated voice solutions.


Difference Between IVR and Multi-Level IVR

IVR provides callers with a single set of options from which they can select the desired service. While a multi-level IVR expands upon this by offering numerous sub-menus and different levels or “tiers”, enabling more intricate call routing options. Omnivoice provides both, catering to various business requirements.

Accessing IVR in Omnivoice

Within the Omnivoice web panel, the IVR feature can be located in the “Call Flow” section under the “Incoming Calls” tab. Here, you can set up your call flow, define routing rules, and personalize voice greetings for your callers.

Setting Up IVR in Omnivoice

  1. Navigate to Call Flow -> Call Actions in your Omnivoice profile.
  2. Enable the voice menu.
  3. Upload a media file with the voice prompt. For example, “For sales, press 1. For support, press 2.”
  4. Designate the actions corresponding to each prompt, such as routing to specific departments or individuals.

How Does IVR Work?

A basic IVR system presents callers with a list of options. Depending on the caller’s choice, the system then routes the call to the appropriate department, person, or information.

Configuring and Customizing IVR in Omnivoice

Omnivoice’s IVR comes with a range of customization options:

  • Personalize voice prompts.
  • Route calls to specific users or departments.
  • Set up a bilingual voice menu.
  • Direct calls to a group or call queue.

Benefits of Using IVR in Your Work

IVR offers several advantages:

  • Organized call process: Provides callers with immediate options, ensuring efficient routing.
  • Enhanced customer service: Reduces wait times by automating the initial call screening process.
  • Professionalism: Offers a polished and organized first impression to callers.

Who Can Benefit From IVR?

IVR systems are ideal for businesses that need a simple and efficient method to guide their callers. Whether you’re a startup, a small business with a single department, or even a larger entity looking for a direct routing solution, IVR can be a game-changer.

Omnivoice’s IVR in Action

Imagine a local bakery that receives calls for orders, inquiries, and feedback. With an IVR system, callers can be immediately given options: “Press 1 for orders, Press 2 for inquiries, Press 3 for feedback.” This ensures that each caller is directed to the appropriate line, enhancing efficiency.

Omnivoice’s IVR system is more than routing calls; it’s about optimizing the caller’s experience. Start today and see the difference it can make.