Interactive voice response (IVR) in telephony is a technology that allows a caller to interact with the server (IVRS) through the use of voice and phone’s keypad DTMF tones.
IVR allows callers to interact with a company’s virtual receptionist via a telephone keypad or by speech recognition by dialing on an IVR number. IVR systems can respond with pre-recorded or through TTS (dynamically generated audio) to further direct callers on how to proceed. IVR system can be used to control almost any function where the call flow can be managed via keypad inputs. IVR systems can handle a large volume of calls in a jiffy.
What is IVR Number?
To run the IVR we need a carrier. We can play the IVR via telephone system where the caller can listen and interact with the IVR through his mobile phone. To connect the IVR system with the caller, we need a number, which can be either a Toll Free number or a 10-digit Virtual Number like 9554443322.
What is the cost of IVR number service?
Cost of the IVR number service mostly depends on the customer’s usage pattern and how much call volume they are expecting to land on the IVR system.
There are multiple components involved in calculating the overall cost of deploying an IVR service for a business. There is a monthly rental, call rates, setup charges, security deposit, and maintenance charges.
In a cloud telephony world higher the call volume, lower will be your total cost of ownership. However, in case of in-house setup the hight the call volume, the higher will be your CAPEX and total cost of ownership.
For example, if you are expecting 1000 calls in a day with average call duration of 5 minutes than total calls, which will land on your IVR system would be around 5000 minutes in a day or 1,50,000 minutes in a month and with a per minute cost of Rs 0.4 per minute. Your total monthly cost would be Rs 60,000/- in a Cloud Telephony environment.
However, if you try to calculate the total cost for setting the same setup by yourself for that call volume the price would become exorbitant.
Cloud Telephony or In-house setup, which is best for IVR service?
The answer always lies with the customer. If you want to control everything in your setup and price is not a constraint, then you should go with In-house setup, which would involve procuring the server, PRI lines from Telcos, monthly rentals, maintenance and development of IVR.
However, if cost and time are not the items in your list to waste than Cloud Telephony based IVR service is your answer.
How to set up an IVR system for the business?
If you are going with a Cloud telephony service provider for your IVR needs than setting up the system is just a matter of seconds.
For example, with ziffy;
- You need to select a plan depending upon your call volume.
- Make the payment.
- Provide the KYC documents.
- Upload the IVR flow along with forwarding numbers.
- That’s all. Enjoy your new IVR system.
What are the options for IVR service?
As explained earlier to run an IVR on telephony network we will need a carrier, and in our case, it could be either 10-digit mobile number (virtual ivr number) or Toll free number.
While the usage charges on the Virtual number are always cheaper than the Toll free number, therefore, your total cost of ownership will perpetually low in case of Virtual IVR number service.
So always go with a Virtual IVR number (10-digit mobile number) when your budget is low and go with a Toll Free number when providing your customers a way to connect with your business without paying any charges is your top priority.
What are the use cases where IVR is successful?
Banks, Airlines, Railway inquiry system, Phone or DTH recharge, complaint registration are the biggest and most successful use cases of IVR system.
Hope this will clear all your doubts about the IVR number service and if you still couldn’t decide then just let us know and we will help you to pick the right service for your business.