Automatic Attendant (AA) System and Interactive Voice Response (IVR) System, 3CX’s Auto-Attendant and IVR systems are flexible and can cater to both simple and complex needs. You can start with a basic single menu (for instance, “Press 1 for Sales, 2 for Technical Support, or 3 to order service”), or create a more intricate tree of interconnected menus.
Interactive Voice Response System (IVR)
IVR systems are designed to process information and provide a result (such as playing the balance on a bank account).
A well-designed IVR setup can significantly increase phone interaction efficiency by quickly connecting callers with the right representative, saving time and improving the overall user experience.
However, an incorrect or poorly maintained IVR or auto-attendant setup can lead to a bad user experience and leave callers without proper service.
Both auto-attendants and IVR systems aim to increase efficiency by allowing users to choose the options they need and connect with the relevant information or representative without waiting in lengthy queues to speak with a person.
Benefits of using an IVR system
Reduce Operational Costs – by reducing the need for human contact center agents and receptionists.
Improve Customer experience – by providing callers with specific information 24/7, even outside of business hours, with shorter waiting times
Lower Human Error – incoming calls follow the same logical sequence, no chance of routing to the wrong department or customer service agent.
Resolve Issue Faster – as callers are immediately directed to the sales team or department best equipped to provide accurate answers
Improve Company Image – as small businesses can appear to have a much larger workforce through the use of these systems.
Application applied in IVR system:
Appointment booking
Authentication application
Validate credit card
CRMlookup
Database access
Date time routing
Order by phone
Outbound dialer
Predictive dialer
Speech to text
Survey
Text to speech
Who needs IVR system:
Setup a call center
Upgrade your existing call center
Lower your existing call center maintenance fee
Automatic Attendant (AA)
An auto-attendant is a helpful tool for routing incoming calls to the appropriate person or department within an organization through a set of user-menus.
Its primary function is to ensure that callers are connected with the right representative efficiently.
Unlike IVR systems which have more advanced and fully automated functions, an auto-attendant system has its valuable features and is good enough to handle daily incoming calls in a cost-effective way.
If your company has only one or two people to handle incoming calls, an auto-attendant system is a straightforward and cost-effective option.
