What is IVR Service – Features, Reporting, Detection, Program

What is IVR service

What Is IVR Service

Many small businesses have many questions on IVR such as what is IVR service, what are the benefits of IVR service etc. In short Interactive voice response (IVR) is a type of service that helps customers or callers to route their calls to the appropriate agent. It let the client follow the preloaded instructions and select the right button to speak with the right agent from a specific department.

IVR Software

IVR software is a software system that allows a computer to communicate with a human being through the use of voice and DTMF tones input via a keypad. IVR allows the customer to interact with organizations host system with a telephone keypad.

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IVR software enables communication process like segmentation, identifications and call routing. It is simple, effective, budget-friendly software that helps to increase productivity inside any organization.

7 Must-Have Features Of IVR System For Small Business

In simple term, a feature is something that represents the quality of a product or service. In the software industry features are the most important aspects to judge a product or service. IVR system is a type of software system that is used in call center business. There are many features of an IVR system available today. But here we will discuss 7 basic features of an IVR system for small business.

1. Fax To Mail

IVR service allows its customer to send and receive faxes. It permits you to receive faxes in your mail ID. Therefore you can access this service from any geographical distribution.

2. Out Dial Prompting

IVR system for small businesses has the feature of out dial prompting. This means when your customers are busy you will be able to switch to another option.

3. Launch Program

IVR is capable of running multiple program or call whenever you wish. This feature can be utilized in a few reasonable courses including running scratch pad, infection filter, circling defragmentation, and backing up.

4. Web-Based Reporting

The web-based reporting feature has a user-friendly interface which allows you to the graphs of calls on hourly to yearly basis. You will be able to send invoices to customers through this software. You can set the time zone, create the summary report and view the details of your customer instantly.

5. High Call Flows

Interactive voice response (IVR) can be a great option for the small business to create high call flows. IVR is an automated voice system that let your customer engagement with various prompting processes when your agents are busy in attending other calls.

6. Touchtone Detection

This feature helps the customer to choose from a selection entering pin code, enter OTP etc. The touch tone feature of IVR is quick and user-friendly that enables the small businesses to manage their customer service.

7. Call Transferring

IVR system allows small businesses to transfer the call of the callers easily. You can transfer the call with an automated transfer call means the call transfer automatically through a touch of a keypad. You can also supervise the call transferring.


Once I was in London, where I met an old friend of mine. As you know I am an enthusiast who loves to discuss various software related topics, there also I showed my nature. I mean I discussed some cold and idiotic things on call center software. In the end, my friend looked at me like a Chinese lama and asked what is IVR service, why it is there yadda yadda yadda. I said, I narrated the whole Ramayana and you are asking whether Sita is a man or woman. I finally said go and read my blog. Well, if you have read it, please tell whether Sita is here or not. I mean whether IVR service is described in this article or not.

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