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Why Use Plivo for Interactive Voice Response?
Ease of use — Plivo’s easy-to-use APIs and XML make it straightforward to create custom IVR flows that cater to your business needs.
Flexible input — Plivo supports responses by voice or by DTMF keypresses on customers’ phone keypads.
Outbound IVR support — In addition to using IVR as an auto-attendant for inbound calls, companies can create custom menus for outbound use cases such as surveys and voting.
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What is IVR?
Interactive voice response (IVR) lets incoming callers reach individuals or prerecorded information by making choices in response to a menu of prerecorded or text-to-speech messages, without having to speak to an agent. Callers and call recipients can respond to prompts via Touch-Tone keypad presses or by speaking; the IVR system uses speech recognition to determine the respondent’s choices. IVR solutions can handle larger call volumes than operators and reduce costs associated with customer service.
IVR benefits for businesses
Common IVR use cases
Taking payments
By connecting your IVR phone system with your billing system, you can offer customers the ability to make payments on their account by phone.
Language localization
Setting up an IVR menu for additional languages makes your services available to more customers, especially in multilingual countries like India.
Call center setup
You can implement a multilevel IVR system in call centers that routes incoming calls based on user input.
Televoting and surveys
You can call customers and use IVR to collect information about their experience working with your company, including their satisfaction level.
Lead assignment and lead routing
For inbound sales calls, you can set up IVR with a set of qualifying questions to understand customers’ interest and redirect calls to representatives based on lead scores.
Service dispatch
Delivery service businesses can use outbound calls with IVR to confirm people’s availability at the destination.
Plivo is enterprise grade
Secure cloud communications
How to get started with IVR
To get started, rent a Plivo phone number, then visit one of our IVR use case guides, where we provide annotated code samples in seven widely used web coding languages that show you just how to set things up. You can complete the whole process, from number rental to testing your new code, in less than an hour.
Frequently Asked Questions
What are the different types of IVR?
That depends on how you define “types.” IVR for inbound calls is most common, but you can support IVR on outbound calls too. There are also two ways to enter responses: via Touch-Tone keypad presses and by speech recognition.
Can IVR be used for outgoing as well as incoming calls?
While inbound IVR is more common, you can use outbound IVR to automatically call numbers and solicit information from call recipients.
What is an IVR call flow?
IVR call flow is the path a caller takes through the IVR menu system. IVR systems provide numerous call flows to let callers get to the department, agent, or information they’re looking for.
How can I write an IVR application?
The easiest way to incorporate IVR into your applications is by using Plivo’s APIs. We have SDKs for seven popular web development languages, and we’ve written an IVR use case guide in each language to help you get started quickly.
Ready to get started with IVR?
