Best Cloud Telephony Software

What is the use of IVR Software?

IVR (Interactive Voice Response) is a widely used telecommunication technology in business. It allows the callers to interact with a computer-controlled automated voice system and choose the desired course of action. The computerized voice guidance system, comprising prerecorded messages, reads out the available options based on the callers' inputs (keypress).

Since the 1980s, IVR systems have been incorporated worldwide business phone systems. After the arrival and growth of the web, deployment of IVR software has shot up too. Thousands of mid to large-sized organizations belonging to many sectors resort to this automated system to handle inbound calls and customer queries.

The Interactive Voice Response system is used mainly for collecting information from the customers/callers. Some of the familiar places where the IVR system prevails are phone banking, call centers, phone surveys, and customer care of numerous service providers, such as telecom operators or fast food services. The modern generation IVR software can be customized to a large extent.

There are many advantages of using IVR software in business setups. These include reduced running costs, reduced reliance on the human support system, and diminished workload on the human support agents. It is ideal for companies looking forward to introducing automation in their operations.

What is Hosted IVR?

With the time and progress of technology, the IVR software has also evolved a lot! There was a time the IVR was a part of the PBX system used locally in the business setups. With the evolution of web technologies, this has changed for the better! Nowadays, businesses can opt for hosted IVR solutions. In this setup, the existing IVR software is stored in the cloud and not on the local server of the company. The cloud IVR vendor is responsible for service and maintenance.

As it is, the Hosted IVR software solutions are much more sophisticated and feature-laden than traditional, localized PBX-based IVR setups. It also brings numerous benefits to the users. The benefits include enhanced security, less dependence on localized hardware, reduced need to rely on human resources, and lower running cost in the long run.

The cloud IVR software providers also offer online updates to the users, which improves usability and adds more features to the interactive voice response software. Moreover, with fast internet service spreading everywhere, the clarity of Internet-based voice calls is not a problem anymore.

How Does IVR Software Work?

The IVR software is an excellent example of integrating computers and telephony. It is combined with the helpline numbers of various businesses. These numbers can comprise landline, toll-free, or even mobile numbers.

After a caller dials the helpline number, the IVR software kicks into action, and the system first plays a pre-recorded greeting message. It then gives the caller the option to press any of the available digits from 0 to 9, and for each number, an action is associated. There can be multiple menu levels in such a setup, and the messages can be customized.

For example, in the case of the telecom industry, the first menu lets the caller choose any apt language. Next, they can choose from options like knowing the balance, deactivating, or activating certain services. They may also be given a choice to speak to a customer care staff over the phone and navigate to the main and sub-menus.

Of course, using an interactive voice response software solution can consume quite a few minutes, which may not be feasible for all types of callers.

What is Cloud Telephony System?

Cloud telephony System is the evolved form of regular telephony- in a nutshell. It is an internet-based telecommunication system software that minimizes the need to depend on specific hardware and wired telephony for business or personal interaction needs.

In such cloud telephony systems, most devices and infrastructure are handled by the service providers. As a user, you need to have a stable internet connection and a few hardware devices. It is not mandatory in cloud telephony to use regular handsets.

The majority of cloud telephony software supports making and receiving calls through regular headsets with embedded microphones. Of course, you can use these services with mobile phones.

The major benefit of using Cloud telephony is reduced dependence on wired setups. The calls are transferred through the internet, and the users can avail of several useful features. This is what most call center setups use nowadays.

The modern cloud telephony software is light on resources, and they are highly compatible with a broad range of PS OSes and phone handsets. In a business setup, such cloud telephony software can be used with desktops, laptops, tablets, and even hybrid devices without issues.

How does a Cloud-Based Phone System Work?

A Cloud-based phone system does not rely on a wired setup. Instead, it is dependent on the internet. The calls made and received are handheld through cloud servers, and the users need to have a stable internet connection, some web access device, and suitable cloud telephony system software. The users may use laptops, desktops, tablets, or mobile phones to make or receive calls through cloud telephony solutions.

The calls are handled through the internet, and the caller and recipient can be positioned anywhere, even in remote countries. They can also use different types of hardware devices to make and receive calls. Modern cloud telephony software solutions let you make both voice and video calls. Calls can be handled by using headsets with mic, and video calls are handled through integrated or external webcams.

The latest applications can handle HD quality video calls over the web, provided there is a fast connection. Calls made between users having the same cloud telephony applications are free. However, you need to spend money to call a regular landline or mobile number from VoIP software. The good thing is such call charges are coming down.

How much does an IVR cost in 2022?

Setting up can be costly, but that depends on the complexity of the setup. A typical in-house IVR setup, including networks, servers, and databases, can cost thousands of dollars. You have to think of the software and periodic maintenance as well. IVR is precisely why a lot of entities opt for hosted IVR solutions.

A hosted IVR service requires the users to pay a monthly or yearly rental as the charge. The service provider is responsible for service quality, maintenance, etc. This is way more affordable than setting up dedicated IVR software at your company premises. The charge of such hosted cloud telephony cum IVR setup varies from one company to another.

Some such service providers will charge you per minute for using their packages. From a business perspective, buying bundled cloud telephony service and IVR makes sense. It fetches you a host of advanced call management features. However, it is also possible to buy an INR set up separately and append it to your existing PBX solution. On average, bundled IVR and cloud telephony packages may cost approx $20-$22 a month.

What are the features of IVR Software?

The latest IVR software solutions come with a wide range of call center management features. These are useful for any business. The majority of interactive voice response software comes with features like:

1. Support for multiple languages:

The popular IVR applications support several languages. IVR is essential because your company’s customers may not speak in a single language! Usually, the callers are given the option to choose the preferred language just after they hear the greeting message in most IVR software solutions.

2. Transfer to live agent:

Some queries can only be resolved by talking to a human support agent. So, the IVR applications come with the facility to call transfer to human support agents.

3. Voice greeting with customization:

After dialing the helpline with IVR integrated, the first response a caller gets is a pre-recorded voice greeting. This greeting can be customized as per business needs.

4. Extensive call management :

The popular interactive voice response software solutions come with robust call management features. These features include call making, call forwarding, call recording, and conference calls. In addition, these software solutions also support conditional call forwarding.

5 Benefits of Using IVR Software

The businesses using IVR solutions prefer these for the numerous benefits. The significant benefits of IVR solutions are:

1. Lower operational cost :

While there is an initial investment cost of setting up an IVR solution at a company or opting for a hosted VR solution, the running cost tends to be easier on the wallet.

2. Enhanced agent efficiency:

In call centers, the agents are always burdened with calls made by the customers. The IVR software setup handles a section of these calls, which reduces the agents' load. As a result, they can perform at an optimal level, improving the quality of service.

3. Better call handling:

Call management becomes a breeze and professional with a top-quality IVR solution in place. The software routes important calls to apt numbers, and conditional call forwarding can also benefit a business setup. The call recording is also handy as the recorded calls can be used to train the new agents in the organization.

4. Improved customer satisfaction and brand image:

With an IVR setup deployed, excess calls can be tackled professionally and consistently, and eventually, no calls get unanswered! The callers get multiple options to address their needs, including talking to an agent. So, this helps boost customer satisfaction levels. This software eventually paves the way for increasing the brand image.

5. 24x7 services:

In all business setups, offering 24x7 telephonic support software by recruiting human agents may not be possible because of certain hurdles. In those companies, IVR solutions can fill in the gaps. In addition, the solutions can be used when the agents are offline or on leave.

What are the types of IVR Software?

With time, the IVR ethnology has also matured, and nowadays, you can pick from various IVR applications.

1. Basic/Self-service IVR:

These IVR solutions are ideal for callers who want to resolve their issues without getting help from a person. This is the case with most of tech-savvy customers! These IVR setups can be multi-level or straightforward. However, some such configurations also offer an option to talk to a human agent if the caller cannot find a solution by using the system.

2. In-premise IVR:

This IVR software tends to be costly as the company has to bear the cost of software, hardware, wiring, and everything associated with the service. However, on-premise IVR solutions have room for ample customizations.

3. Hosted IVR:

In Hosted IVR solution, a third party company offers IVR software or service - through the web. The users need to pay a monthly or annual fee to the vendor. It tends to be more economical for the user or company. It is ideal for small to midsized businesses.

4. Agent-assisted IVR:

This type of IVR setup requires agent involvement but on a minimal level. The agents use the interactive voice response software solution and direct pre-recorded messages to engage the callers. However, the customers do not realize that a human agent is involved. It is quite effective in handling tough cases.

Using an IVR solution can benefit a business, but selecting the right type and service provider is also essential. Hosted IVR software is what most companies opt for nowadays. However, there are many such service providers, and assessing their services is necessary. It makes sense to go for integrated cloud telephony with IVR solutions as it is affordable and brings more flexibility on board. As always, you should go through the reviews of such companies online before subscribing to their services.

Related Articles:

• Are your business leads mismanaged? MyOperator can solve it

• 4 Reasons Why You Should Integrate CRM Systems With Cloud Telephony Software 

• Softphones vs Hardphones: Quick Comparison

• Cloud Telephony And Its Future In India

• What is Dynamic Number Insertion (DNI)?

• Best Cloud-based Phone Systems For Small Businesses