Question 1

How much does an IVR cost?

Accepted Answer

An Interactive Voice Response solution typically costs $0.02 to $0.10 per minute of talk time. It’s crucial to recognize the cost savings from diverting inbound calls from live agents, which could be $0.25/min multiplied by the average handle time.Unlike cloud-based IVRs, the pricing for an on-premises setup is more than $1,500 per line, not including configuration and maintenance.

Question 2

Who uses an IVR?

Accepted Answer

Conventional wisdom suggests that you need a call center to use an IVR. The reality is that companies from virtually every industry can benefit from Interactive Voice Response.Typical use cases include:Account identificationTransactional informationProduct assistanceSales call routingAppointment confirmations

Question 3

What is the purpose of IVR?

Accepted Answer

Businesses use Interactive Voice Response (IVR) for three primary purposes:Deflect inbound calls. Reduce the number of live calls handled by a live agent to lower costs.Enhance the customer experience. Offer self-service functionality to customers to solve simple account inquiries. Additionally, reaching the right department improves the first-contact resolution rate.Reduce handle times. Provide customer service agents with real-time intelligence about the caller, such as account verification and call drivers.IVRs can save businesses thousands every year in wasted talk time and provide a better customer experience.

Question 4

What is a smart IVR?

Accepted Answer

A smart IVR or intelligent IVR is an Interactive Voice Response system that adapts to callers' real-time responses. Instead of static-based menus that are linear, callers can maintain a natural conversation with the virtual phone system.Not every business needs a smart IVR. Designing your call flows with redundant menu paths can meet most customer's expectations. Companies with a high-volume call center and a wide range of products are best suited for a smart IVR.

Question 5

What is an IVR call flow?

Accepted Answer

An IVR call flow is the projected prompts and inputs you want callers to take before reaching an agent. It operates like a flowchart that branches out to help callers arrive at their destination. Instead of a live person transferring inbound calls, the Interactive Voice Response phone system handles it.Nextiva provides a visual call flow builder as a part of its communications platform, NextOS.

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