Outbound IVR

How does Outbound IVR work ?

Outbound IVR connects with customers through a digital messaging channel or a voice, then gives different options to customers to route an agent, take action, or to gain information.

Below are the step by step breakdown of the process of outbound IVR -

1. It connects with the customers

To start the outbound IVR, the phone system connects the customer through a voice, sometimes also through a SMS , social media or mobile app.

2. IVR flow engages with customer

After connecting with the customer, the IVR flow initiates. Many types of softwares help the administrators to create the flow. They use call trees to make various menu options such as routing,dial - tone menu options, self service actions, call queues etc.

3.Gathering information of customer

IVR gathers information of the customers with the menu option selected by them.Customers use IVR to provide variety of information such as -

1. Language preference . 2. Identification and name. 3. His account number. 4. Password and PIN numbers. 5. To whom they would like to speak. 6. Yes or No to custom questions.

4. Providing Self- Service

In many cases, IVR can also deal with the needs of the customer through self -service functions or built in automations. It can provide information about a customer's account,can book an appointment, reset the password and pull out information from the knowledge base or CRM. -

5. Route the call

Ivr can deal with all the customer’s needs by using self -service automation, however it can also route the call to the operator,call queue or a live agent. The system also chooses where to route the calls based on many variables; language preference, agent availability,caller’s menu choices or agent skills. Using all these, IVR routes the call to the agent who is available. The agent takes the IVR transcript, and the job of outbound IVR is done.

So, now it's clear that What is outbound IVR and how does it work?