Auto Attendant or IVR: Which Option to Choose and Why?

Auto attendant

Having the right telephony phone system is imperative for running a successful business. With the advent of new technology, it has become important to select the most advanced tools to ensure proper and efficient functioning of an enterprise. Auto Attendant and IVR are two similar systems of telephony though they undoubtedly have some notable differences. Additionally, these systems are quite renowned in the world of business because of their utility and efficacy.

Auto attendant, also known as auto-receptionist, refers to a telephony system that routes the calls to different destinations such as mobile devices or landline phones, without the intervention of a human operator or receptionist. Many auto attendants also offer a simple menu system which provides the users with a number of options. These options can be used for navigating through the system. In addition, a digital receptionist may also allow a caller to contact a live customer service agent.

On the other hand, Interactive Voice Response (IVR) is a smarter auto attendant. The technology allows the users to communicate with a computer through Dual Tone Multi-frequency (DTMF) signals generated by the telephone keys. IVR offers a sophisticated and advanced level of interaction with the callers.

Difference between Auto-attendant & IVR

It is feasible that auto attendants and IVR systems may offer the same capabilities and perform functions in a similar manner. However, it cannot be denied that these two telephony systems have some great differences.

  • First and foremost, an automatic attendant revolves around the telephonic options that you receive when you call a number. It transfers calls to various accessible communication platforms on the basis of your needs and requirements. Whereas, Interactive Voice Response (IVR) is better in terms of interaction, response and technology.
  • An auto attendant lacks voice recognition technology and this is where IVR comes into play. It offers a much-advanced level of interaction with the computer.
  • It is true that both the systems of telephony aim to get rid of human intervention. Nonetheless, IVR indeed has a better interactive ability and offers more options in comparison to an auto attendant.

Which Option to Choose & Why?

There is no doubt that the auto attendant is a great and efficient telephony system. However, Interactive Voice Response (IVR) is a better technology in terms of performance and the results that it delivers. Here are some of the advantages of choosing IVR over the auto-attendant system.

1. Enhanced Customer Service

By making proper use of an Interactive Voice Response (IVR) system, a client will feel more satisfied with the prompt and quick service. An immediate response will be provided to the customers once they pose a question or make a query. A customer can save a great deal of time with the speedy and informative response just by following all the essential instructions from the menu. Customer wait time will reduce along with the high call volume since the call will be answered in the first ring without any delay.

2. Better Production

It is clear that call routing results into better process efficiency. Routing is quite advantageous as it saves time and enhances the overall efficacy. Along with that, it allows entrepreneurs and businesspersons to prioritise call as well. Additionally, the waiting time declines and your company is able to handle a large volume of calls with the assistance of IVR systems.

3. Efficacious Call Routing

The information from the caller is collected by the IVR system. The issue is addressed by the agent after the call is successfully routed. An IVR system can undeniably lead to a great decline in the holding time. Eventually, the fast response time and excellent quality of service offered by IVR will ensure that all issues have been solved and the customers are happy with the results.

4. Progressive Speech Recognition

The speech recognition becomes advanced as IVR can recognise multiple words at the same time. In this way, customers can get a quick response. The system will direct inbound calls in a speedy way with the combination of directed speech and button pushing.

5. Reduced Costs

IVR system significantly reduces customer service costs. It is even cheaper than IM and SMS interactions. Anyway, the automation rates are bound to increase if the managers offer the customers with several options to meet their specific requirements.

6. Self Service Options

The best thing about an IVR system is that it makes the clients self-sufficient. This leads to the improvement of overall customer service. Moreover, the customers can get prompt service along with the reduced waiting time. Another advantage is that customers can make inquiries according to their need. In addition, the simple and easy menu options are an added benefit.

7. Personalised Caller’s Information

An IVR which has been designed with caution and dexterity works in an extremely efficacious way. IVR does not only benefit the company but the customers, as well. They get instant updates about the subsequent sales and special offers by using the modern system of telephony.

Still confused about choosing IVR, read this blog to understand how choosing IVR steps up your businesses’ customer experience.

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