{"id":49039,"date":"2020-06-16T00:38:04","date_gmt":"2020-06-16T07:38:04","guid":{"rendered":"\/us\/en\/blog\/?p=49039"},"modified":"2025-04-09T22:41:03","modified_gmt":"2025-04-10T05:41:03","slug":"ivr-builder","status":"publish","type":"post","link":"\/us\/en\/blog\/ivr-builder\/","title":{"rendered":"IVR Builder"},"content":{"rendered":"

When it comes to boosting customer satisfaction through automation, few tools are more effective than an IVR system<\/a>. At RingCentral, we\u2019ve designed our IVR Builder to provide both ease-of-use and excellent results, helping you develop the ultimate customer experience from the first moment of contact.<\/p>\n

Though business phone systems are not the only way to connect with brands, many consumers still prefer to use this channel. In fact, according to Microsoft\u2019s 2018 State of Global Customer Service Report, 44% of Americans<\/a> would rather communicate with a business over the phone than use any other channel.<\/p>\n

To ensure your call center or contact center continues to provide unmatched customer service, use our IVR Builder to improve the calling experience.<\/p>\n

\"What<\/p>\n

What is an interactive voice response system?<\/h2>\n

First things first. What does IVR stand for? It refers to an Interactive Voice Response system<\/a>, an important tool for any contact center.<\/p>\n

When contact centers receive phone calls, these calls are routed through a phone tree to ensure they reach the right person. Businesses can gather customer information about the callers (Qualification) and quickly route them to the best skilled agents (Skill Based Routing) to, save time and improve the overall caller experience.
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How does IVR work?<\/h3>\n

When using IVR solutions for your contact center, all callers are greeted by a pre-recorded message. Your system then walks the caller through multiple IVR menus, using speech recognition software to guide customers to the service they need.<\/p>\n

For example, if a customer calls to speak with a customer service rep about a billing issue, your system will gather identifying information, such as name and account number, to access their history. This is achieved via a set of APIs that enables the IVR to retrieve additional data from back-office systems (e.g. CRM) so that more information is available to answer the customers questions. TheUsing their voice responses, the system can then use pre-recorded FAQ answers to solve common questions.<\/p>\n

If the problem is more complex or the customer wants to speak to a live agent, this system can then direct the customer to an agent in the right department. Your contact center agent can see a screen pop of the use the data gathered by the IVR to understand the problem before taking the call, saving the customer from repeating their need. It minimizes the time waiting on hold and the call handle time, improving the overall customer interaction.<\/p>\n

What is an IVR builder?<\/h2>\n

\u200dTo get the best results from your IVR tool, you first need the ability to build custom systems that meet your every need. When looking for a cloud contact center<\/a> platform, it\u2019s critical to choose a solution that offers a dynamic IVR builder. This The IVR builder tool allows you to choose the menu options you need and the routes inbound calls will take. At RingCentral, we\u2019ve created an IVR builder that allows every business to create the exact system that most benefits their customers. No matter your level of proficiency or system complexity, we can help you build a phone system that works exactly as needed.
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Drag-and-drop IVR builder software<\/h3>\n

Your IVR development processes must allow quick and easy changes. If, for example, you need to let customers know that a business location has closed due to an emergency, your IVR builder should allow you to make this change nearly instantly.<\/p>\n

With a drag-and-drop builder, like RingCentral\u2019s tool, IVR building is incredibly simple. This visual IVR software<\/a> allows you to choose from multiple menu options, including custom prompts. Once you find the option you want, you can simply drag and drop that block into the right spot in your phone tree. This type of tool streamlines multi-level IVR system creation<\/a>, eliminating any need for programming knowledge and improving your use.<\/p>\n

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Expanded customization<\/h3>\n

Though anyone can easily use our IVR Builder tool, we know that you may want to further customize your system through advanced adjustments. If you or someone on your team has Javascript knowledge, you can code a more tailored experience for your customers. For expanded personalization without coding knowledge, you can also work directly with our team of experienced professionals. They can help you create complex automated systems without limiting your IVR system\u2019s potential or causing unnecessary stress for your team.<\/p>\n

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