Interactive voice response (IVR) systems route calls and handle basic queries. Call center IVR systems are specialized versions designed for much higher call volumes.

For many years, call center IVR systems were bulky and difficult for end users to modify. Do you want to redirect a call path? Call the seller and wait three months.

Call center IVR systems are much easier to configure and maintain today. There are also a host of new and improved features that optimize call center performance: reducing wait times, increasing first-call resolutions, providing self-service options to enable buyers, and more Again.

We’ll look at standard call center IVR features, explore premium options, and examine cutting-edge features like conversational IVR and chatbot call diversion. We’re only talking about IVR systems that can handle the volume and complexity of call center traffic. When you start evaluating your options in the wild, you’ll notice how IVR for call center software is much more expensive than IVR for business phone systems: they’re actually two products distinct.

What should come standard with a call center IVR?

I would not recommend trying to use a simple auto attendant system to try to triage calls in a call center. You really want something that can handle the task, which should include:

• Automatic routing: Uses voice prompts to guide callers through the menu, providing faster resolutions and freeing up agents to tackle more complex issues.
• Speech synthesis: Converts digital text to spoken voice, allowing automated responses to be easily understood by callers.
• Self-service options: Allows customers to perform basic tasks such as checking account balance or booking appointments without the assistance of an agent.
• Put music or a message on hold: Plays music or informational messages while callers are on hold, keeping them occupied during wait times.
• Call recording: Automatically records calls for quality assurance and compliance purposes.
• Caller ID recognition: Identifies the caller based on stored data, facilitating faster problem resolution.
• Time-based routing: Directs calls to different agents based on time of day. This ensures callers are connected to the most appropriate resources at all times.
• Call transfer: Allows seamless transfer of calls without losing caller information. This means customers don’t need to repeat themselves, making the call more efficient and less frustrating.
• Interactive menus: Provides a series of voice prompts that guide callers through a series of choices, increasing self-service success rates.

Together, these essential features provide an efficient and satisfying experience for callers while easing the workload on call center agents. The goal is simple: faster, smarter service with less hassle.

What about premium call center IVR features?

For some call centers these features will be useful, for others they will be essential. Either way, you shouldn’t be surprised if some providers don’t include these features in base plans, or only include them as an add-on service.

• CRM integration: Syncs with your CRM software, providing instant access to customer profiles during calls. Call center or contact center CRM integration significantly reduces manual data entry, allows agents to offer more personalized service, and collects extremely valuable customer data.
• Payment processing: Enables secure, automated transactions over the phone for things like bill payments, reducing the risk of human error and fraud.
• Skills-based routing: Matches calls with agents who have the specific skills required, such as language proficiency or expertise in a certain area. This speeds up problem resolution and should ultimately lead to happier customers.
• Automated reminders: Offers callers the option of being called back instead of waiting on hold. This frees up phone lines and reduces waiting times.
• Automatic Speech Recognition (ASR): Transforms spoken words into text in real time. This is crucial for maintaining records and improving the quality of communication, helping agents better understand customer needs.
• Real-time analytics: Provides instant information on call data. This feature helps you monitor agent performance and refine your operations.
• Advanced call distribution: Goes beyond skill-based routing by considering other variables like agent workload, historical performance, and real-time analytics. This ensures that calls are distributed in the most efficient way possible.
• Multilingual support: Provides menu options and responses in multiple languages ​​to cater to a diverse customer base.

Investing in these premium features can significantly improve the way your call center handles high volumes or caters to a diverse customer base. It’s not just bells and whistles. These are tools that can give you a competitive advantage.

Latest Call Center IVR Features

While other segments of the market struggle to capitalize on large language models and machine learning, AI is already making an impact in call centers, and has been for a few years now.

IVR has been directly impacted by changes in technology, introducing new features that go far beyond basic voice prompts and menu options. From conversational IVR systems that leverage AI to sentiment analysis that reads the mood of the conversation, the future of call center technology is here. Let’s take a look at these revolutionary features that are reshaping the way call centers interact with customers.

Conversational IVR

Conversational IVR is a game-changer, replacing rigid menu options with natural, fluid dialogues. Imagine calling customer service and having a conversation like you’re talking to a human agent right from the start. This is what conversational IVR aims to achieve.

Automatic speech recognition (ASR) and natural language processing (NLP) are the main forces behind this feature. They enable the IVR system to understand spoken language, interpret context and provide intelligent responses.

The advantages are multiple. Customers benefit from a more intuitive and efficient experience, while agents are freed from handling basic requests, allowing them to focus on more complex issues.

Beyond that, transcribed conversational voice data can now be leveraged to gain insights into customer behavior, sentiments, and issues. If you know how to unlock value from data with NLP, a conversational IVR will be a great source of insights.

Interactive video response

Interactive Video Response (IVVR) takes the IVR experience to a whole new level by adding a visual component. It allows customers to interact with menus and options via their smartphone, making the navigation process even more intuitive.

This feature is especially useful for more complex tasks like tutorials, step-by-step guides, or when visual confirmation is required. It’s like having a customer service representative by your side, visually guiding you through the process.

IVVR won’t be useful for every business, but some brands may find it a unique way to enrich the customer experience or reduce the learning curve needed to use new products. This is a new tactic for brands looking to bridge the gap between digital and physical interactions.

In practice, IVVR can absorb some calls during peak hours, at least. Similar to a visual IVR, an IVVR system takes the strain off your live agents by increasing the number of self-service options for callers.

Sentiment Analysis

Sentiment analysis is like having an emotional radar built into your IVR system. It monitors the tone and mood of a conversation in real time, providing valuable information to agents or even automatically changing the course of the interaction.

Keep in mind that all of this happens before the caller speaks to an agent: the IVR itself is capable of analyzing and reporting issues.

For example, if the system detects that a customer is frustrated, it can alert a human agent to intervene. This provides a more personalized and empathetic customer service experience, which can ultimately lead to happier and more loyal customers.

This feature becomes indispensable, especially in scenarios where maintaining a positive customer relationship is essential to the success of your business.

Chatbot call hijacking

Integrating chatbots into your IVR to increase call diversion is a great alternative to avoid leaving customers idle in a call queue. When call volumes are high, these chatbots automatically move the customer to a chat interface for faster resolution.

A chatbot won’t work for every caller, but some people will appreciate this option and use it. If they don’t want to use chat, then there’s minimal inconvenience.

A well-designed chatbot can help users complete simple tasks that would normally occupy an agent. This is particularly useful during peak hours when phone lines are congested. Customers resolve their issues faster and call centers can manage their resources more efficiently.

Adding this optional channel into your IVR is one of the best ways chatbots can improve customer service. It alleviates the workload of human call center agents, reduces average wait times, and provides customers with a way to resolve their issues themselves.