What’s an IVR Menu?

This post is for my sister who is a stay-at-home mom and starting her first Internet-based business.

An IVR menu is the automated greeting you hear when you call a big company. It stands for Interactive Voice Response, which means it can respond to your keypad prompts or by speech recognition, but the term IVR is understood as any kind of basic telephone menu.

Flow

Companies use IVR menus to handle incoming calls more efficiently. Each number on the keypad routes the caller differently depending on their selection following the IVR menu dialogue the company has pre-recorded. IVR menus can direct callers to a live operator, voicemail, another IVR menu, another phone number, or whatever actions have been set for the business. Think of an IVR menu like a tree of events, or a flowchart.

Custom IVR menus can be simple or complex, all depending on the nature of the business. Phone systems can even be programmed to use different IVR menus during different times of the day if the business has opening and closing hours.

In the past, only companies with technical resources and/or a substantial budget could build a custom phone system complete with IVR menus. Now with the advantages of VoIP technology, it’s easy to set up a custom IVR menu in just a few minutes. Try building one for free at telzio.com/trial.

 

 

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Diana is the Chief Customer Officer at Telzio and enjoys helping customers get the most out of their Telzio services.