The Efficient Way to Handle Calls: Your IVR Solution
Improve calls and impress customers.
Optimize call flow, deliver automated responses, and seamlessly direct business inquiries with our user-friendly IVR system. Maximize your call center's efficiency, enhance the customer experience, and free your staff for deeper interactions with our innovative solution.
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What is IVR?
Provides information or connects callers to the right department
Answers common questions anytime, reducing wait times.
Connects callers directly to the relevant department.
Collects information for faster service
Allows callers to complete tasks without needing a live agent.
What does IVR Look Like?
IVR (Interactive Voice Response) is a phone system that helps businesses manage calls. Callers use their keypad or voice to select options, and the IVR directs them to the right place or provides information. You've used IVR if you've ever navigated a "Press 1 for..." phone menu.
Effortless IVR setup with My Country Mobile
Navigate to Call Flow → Incoming Calls.
Access the Incoming Calls
section.
Set Working Hour
Greetings
Find the "Sun" icon for "Working Hours" and access greetings.
Choose Greeting
Option
Select default or record personalized message.
Configure Voice
Menu
Locate the Voice Menu square icon and click.
Assign Menu Options
Set up numbers (e.g., 1, 2) and use the "plus" sign for more.
Assign Actions
Define actions for each number (e.g., 1 = forward to Bill).
Set Timeout Action
Define actions for timeouts and save.
Customize Other Sections
Repeat steps 3-6 for non-working hours or VIP calls.
What's the Purpose of an IVR System?
An IVR system serves both businesses and callers by eliminating human error in call routing and automating various functions. Its primary uses include
Automating call forwarding
Instead of repeatedly explaining their issue to multiple employees, callers interact with the system once and are swiftly directed to the appropriate department.
Routing calls between offices
Multiple offices spanning different locations can be linked to a single number. Callers can select their desired office, and the system automatically routes the call accordingly.
Automating provision of general information
Automate answers to basic questions (hours, location, etc.) with an IVR system. This saves your team valuable time.
IVR Made Easy
How Does IVR Work?
IVR, or Interactive Voice Response, functions as an automated system that collaborates with callers to efficiently route their requests to the most relevant department or individual for prompt assistance.
Pre-recorded greetings answer calls.
Keypad clicks, department picks
Automated menus, keypad responses.
IVR system has timeouts to direct calls.
Dual-tone multi-frequency (DTMF)
Technology utilizes the tones produced by your phone’s keypad to convey intent and trigger actions. Simply put, when prompted by the auto attendant to “Press 1,” and the caller presses 1 on their keypad, the system interprets the sound and executes a predetermined action, such as routing the call to the sales department. This technology is renowned for its reliability and widespread use in interactive voice response systems.
Voice recognition technology
IVR systems (with speech recognition) let callers use their voice to navigate menus instead of pressing buttons on a keypad. For example, you can say “Support” instead of pressing 2. Often, speech recognition is combined with traditional keypad (DTMF) input as a backup option.
Artificial Intelligence AI
Collaborates with speech recognition to enhance IVR functionality, particularly when callers use natural language instead of concise phrases to navigate the menu. AI has the capability to identify keywords within the caller’s statement and automatically route them to a predefined line to address their inquiry. For instance, if a caller articulates “I need help,” an advanced IVR system with AI integration can detect the keyword “help” and direct the caller to the Support department accordingly.
Voice recognition technology
IVR systems (with speech recognition) let callers use their voice to navigate menus instead of pressing buttons. Say “Support” instead of pressing 2! This technology is often paired with traditional keypad (DTMF) input as a backup.
What Is an IVR Phone Menu?
IVR Features and More in My Country Mobile
My Country Mobile offers a plethora of compelling options within its IVR solution. Here’s a glimpse of what awaits you:
Voice menu
Construct a straightforward menu with multiple call handling choices, navigable by callers through their keypad inputs.
Custom greetings
Personalize your voice menu with bespoke voice messages tailored to reflect your company's tone and brand identity
Call routing to individuals or groups
Effortlessly direct calls to specific team members or entire groups, such as "Sales," with the flexibility to even route calls to external numbers.
Routing calls to audio greetings
Provide callers with pertinent information by routing them to pre-recorded messages covering FAQs like business hours, location details, or specific sales information.
Business Hours
Tailor voice menus differently for business hours and non-working hours, ensuring callers receive appropriate options or are directed to leave a voicemail.
Call Queues
Calls can be sent to queues (especially for "operator" requests) with waiting messages and music.
Dial by name
Facilitate callers in reaching a specific employee by dialing their name, connecting them seamlessly to the designated extension.
Voicemail
Allow callers to leave messages, especially during periods of extended wait times or non-working hours, ensuring their inquiries are addressed promptly.
Advanced Call Routing Options in My Country Mobile
- Navigate to the Call Flow section within the My Country Mobile Web Panel.
- Under the “Incoming calls” tab, locate the flow corresponding to your business number.
- At the bottom of the screen, find the golden “Voice Menu” icon and click on it.
- You’ll encounter various options represented by symbols like 1, 2, etc. Click on the orange round icon featuring a single silhouette, denoting the “Call to user” option.
- Select the desired user to forward the call to, and then click “Save changes.
- Access the Call Flow section.
- Under the “Incoming calls” tab, locate the flow assigned to your business number(s).
- Look for the golden “Voice Menu” icon at the bottom and click on it.
- Within the menu options represented by symbols like 1, 2, etc., click on the green round icon featuring a double silhouette, indicating the “Call to group” option.
- Choose the desired group to route the call to, then click “Save changes.”
- Navigate to the Call Flow section.
- Under the “Incoming calls” tab, locate the flow designated for your business number(s).
- Look for the golden “Voice Menu” icon at the bottom of the screen and click on it.
- Within the menu options represented by symbols like 1, 2, etc., click on the purple round icon featuring two silhouettes and a clock, indicating the “Call queue” option.
- Select the desired queue and then click “Save changes.”
- Navigate to the Call Flow section.
- Under the “Incoming calls” tab, locate the flow associated with your business number(s).
- Find the golden “Voice Menu” icon at the bottom of the page and click on it.
- Within the menu options represented by symbols like 1, 2, etc., click on the round icon featuring “ABC,” indicating the “Dial by Name” option.
- Select it and then click “Save changes.”
What Sets Interactive Voice Response Apart from Auto Attendant?
Auto attendants simply route calls. IVRs can interact with callers to gather information before routing, making them ideal for complex call centers.
Why Opt for IVR?
VoIP IVR, integrated within a virtual phone system, resolves various communication challenges for businesses, enabling you to
Streamline info sharing
Pre-recorded information empowers self-service, reduces inquiries, and frees up staff for deeper customer interactions.
Enhance employee focus
Enhance productivity by automating call routing and assigning tasks for streamlined operations.
Improve customer service
Minimize customer frustration and wait times by directing callers to the appropriate person or department.
Streamline communication
Unify office branches via IVR for effortless call routing under a single number, promoting cohesion.
Use Case Scenario
Your company can have one toll-free number for your NJ and PA offices. The IVR will ask callers to choose their location (“Press 1 for NJ, 2 for PA”) and connect them directly to the right office. This streamlines calls and makes it easier for customers
Key IVR Terminology
When configuring your IVR system, you’ll encounter several key terms
Call flow
The call path includes voice greetings and menus for caller guidance
Voice menu
Callers use their keypad to choose options (e.g., "Press 1 for Sales")
Call transfer
Call rerouting between employee extensions
Call queue
Callers wait in a queue until an operator is free
Ready to Harness the Power of IVR?
Smaller businesses often prefer cloud-based phone systems with built-in IVR for their ease and affordability. Services like MyCountryMobile offer IVR plus many other features without needing extra hardware or downloads. Our support team makes setup simple! Ready to improve your customer experience? Try MyCountryMobile for free or schedule a demo today!
Choose My Country Mobile's IVR for a streamlined, cost-effective multi-branch solution.
FAQs about IVR
1. What is IVR?
IVR, or Interactive Voice Response, is a phone system feature that allows callers to interact with a computer system using their voice or keypad to navigate a menu and get information or be directed to the appropriate department or agent.
2. How does IVR work?
When you call a company with IVR, you’ll hear a pre-recorded greeting and then be presented with a menu of options, typically navigated by pressing numbers on your keypad. The system then routes your call based on your selection.
3. What are the benefits of using IVR?
- Reducing wait times by directing callers to the right person or department quickly.
- Providing 24/7 access to information, such as business hours and directions.
- Freeing up employees from answering repetitive questions.
4. What is the difference between IVR and an auto attendant?
An auto attendant is a basic form of IVR that simply answers the phone and plays a greeting message. IVR systems offer more features, such as allowing callers to select options from a menu.
5. What are some examples of how IVR is used?
- Checking bank account balances
- Scheduling appointments
- Reporting lost or stolen credit cards
- Getting information about a company’s products or services
6. Can I use My Country Mobile with IVR?
Yes, My Country Mobile offers IVR functionality as part of their business phone plans. You can contact their sales team for more information and pricing.
7. How do I set up IVR with My Country Mobile?
The specific steps for setting up IVR will vary depending on your My Country Mobile plan and desired features. You can consult their user guides or contact their support team for assistance.
8. Does My Country Mobile offer a free trial for IVR?
Some My Country Mobile plans may include a free trial for IVR. Check with their sales team for details.
9. What are some other features offered by My Country Mobile?
My Country Mobile offers a variety of business phone features beyond IVR, such as call forwarding, voicemail, and call recording.
10. How much does a virtual phone system cost?How can I learn more about My Country Mobile's business phone solutions?
You can visit My Country Mobile’s website or contact their sales team for more information and to discuss your specific needs.
