IVR - Interactive Voice Response

IVR is now a technology available to every business. With an IVR solution from TraiTel, you can answer incoming calls with professional audio, and queue callers before connecting them to the next available operator, compare that to the days of new sales leads going straight to voicemail.

How does IVR work?

A call comes in to one of your phone numbers and is directed to our IVR engine. According to the menu you create, the call is routed or queued, audio is played, and input is collected from the caller via their telephone keypad. This happens at one of our data centers, and once the calls are routed to a VoIP phone or PSTN phone number, the call is connected to you.

So we don't need to be using VoIP to use TraiTel IVR?

Correct! As a full service telco, TraiTel is in direct contact with "real" phone lines, you can receive a call to a Real Number, and have that call routed out of our data center to another number on the PSTN (normal phone network).

How complicated is it to set up?

The IVR engine our programmers have created makes setting up your IVR menus a total breeze, gone are the days when you need a PhD to set up a phone system, we did the genius work already, so all you need is a basic level of computer knowledge.

What are some of the features of the IVR engine?

• Call queue with audio while holding
• Menu based on time of day, or day of the week.
• Send SMS based on the caller
• Branch to another menu
• Stream internet radio
• Text to speech
• Offer callback request while on hold
• Record full call to email

What are some of the things that TraiTel customers use IVR for?

• Booking lines - to request services without the need for a full time operator
• Help / crisis lines - the IVR system can failover to more than one number in emergencies
• Simple auto-attendant duties
• After hours support services
• International call routing to overseas call centers after hours