IVR stands for Interactive Voice Response, and it is a technology that enables callers to interact with a phone system through voice commands or touch-tone key presses. IVR systems are commonly used in call centers, customer service hotlines, and other businesses to handle large volumes of inbound calls and direct callers to the appropriate departments or agents. IVR systems can also be useful for small and medium-sized enterprises (SMEs) to improve customer experience and streamline operations.

In this article, we will discuss why and how SMEs can create IVR systems for their businesses in 2023.

Why SMEs Need IVR Systems

  1. Improve Customer Experience: An IVR system can help SMEs improve customer experience by reducing wait times, directing callers to the right department, and providing self-service options.
  2. Save Time and Resources: By automating routine tasks, such as answering frequently asked questions, an IVR system can save SMEs time and resources that would otherwise be spent on manual labor.
  3. Increase Efficiency: An IVR system can help SMEs streamline operations by routing calls to the appropriate department or agent and providing self-service options for routine tasks, such as checking account balances or making payments.
  4. Enhance Professionalism: An IVR system can give SMEs a more professional image by providing a seamless, automated experience for callers.

How to Create IVR Systems for SMEs

  1. Define Your Objectives: Before creating an IVR system, SMEs should define their objectives and identify the key tasks they want the system to perform. This could include directing callers to the appropriate department, providing self-service options, or answering frequently asked questions.
  2. Choose a Provider: SMEs can choose from a variety of IVR providers, including cloud-based platforms and on-premises systems. It’s important to choose a provider that can meet your business needs and provide reliable support.
  3. Design Your Call Flow: The call flow is the sequence of messages and prompts that guide callers through the IVR system. SMEs should design their call flow with the user in mind, keeping the prompts clear and concise and avoiding unnecessary steps.
  4. Record Your Prompts: The prompts are the recorded messages that guide callers through the IVR system. SMEs should record their prompts in a clear and professional manner, using a high-quality microphone and recording software.
  5. Test Your System: Before launching your IVR system, it’s important to test it thoroughly to ensure that it works as intended. This can include testing the call flow, prompts, and routing options.
  6. Launch Your System: Once you’ve tested your IVR system and made any necessary adjustments, you can launch it and begin directing callers to the appropriate departments or providing self-service options.

Top 3 IVR Providers for SMEs in 2023

  1. Twilio: Twilio is a cloud-based platform that offers a range of communication tools, including IVR systems. Twilio’s IVR systems are highly customizable and can integrate with other communication tools, such as messaging and voice.
  2. Genesys: Genesys is a leading provider of call center software and IVR systems. Genesys offers both cloud-based and on-premises IVR solutions and provides advanced features, such as natural language processing and voice biometrics.
  3. Avaya: Avaya is a global leader in business communications and offers a range of communication tools, including IVR systems. Avaya’s IVR solutions are highly scalable and can integrate with other communication tools, such as messaging and video.

In conclusion, IVR systems can be a valuable tool for SMEs in 2023 to improve customer experience, save time and resources, increase efficiency, and enhance professionalism. By following the steps outlined above and choosing a reliable IVR provider

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