Advanced IVR: Offering Priority Service

How can companies offer priority service to their most valued customers? When companies give their preferred customers the red-carpet treatment, they build customer loyalty and strengthen the company brand.

For example, companies want to provide VIP service to customers with the largest accounts. They want not only repeat business from those customers but positive reviews from them as well.

Advanced IVR VIP Router helps companies recognize and reward their most valued customers by expediting the process of routing them to the desired destination. VIP Router initiates priority service for preferred customers by one of the following triggers: a list of VIP phone numbers, a customer identification number, or order number. If the calling number corresponds with the designated trigger, VIP Router automatically directs the call from the standard queue to a VIP queue.

When a call is routed to the VIP queue, VIP Router checks the expected wait time, and if it exceeds the specified threshold, it re-routes the call to a specified escalation point.
For example, VIP Router can integrate with Q-for-Me and offer the preferred caller the option to request a callback. For more information on Q-for-Me, click here.

Companies can use Advanced IVR VIP Router to:

  • Easily create and deploy custom triggers for VIP call routing treatment.
  • Customize the triggers that identify a VIP call, maximum wait time, and escalation points without the need for coding or advanced technical skills.
  • Reduce the risk of call abandonment from the most important clients.
  • Extend functionality by integrating with other Advanced IVR applications.


Advanced IVR helps companies provide superior service for preferred customers, strengthening customer loyalty and brand value. To add Advanced IVR to an account, contact a Nextiva account representative or call (800) 799-0600.


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