Feature Guide

Learn more about Facetone Products & Solutions

Interactive Voice Response (IVR) System

Interactive Voice Response (IVR) refers to an automated telephony system designed to interact with callers, identify and segment them and then route calls to the right recipient. Businesses can reduce their cost per call with IVR by letting the customers select the kind of help they want, such as speaking to an agent or self-service.

With an Interactive Voice Response (IVR) system, you can free up your agents to deal with more complex cases and also enable customers to quickly self-solve basic problems such as account inquiries, bill pay and more. Facetone’s IVR system allows you to offer a professional customer experience and boosts agent efficiency.   

Easy Setup via Browser

You can get your IVR system up and running with ease as it can be configured via browser and is operational immediately.

Accept More Calls

Use your IVR to provide useful information to the callers that they can use for solving problems themselves. Routine updates can be made to your IVR systems such as holidays, operating hours, address and more in a snap so callers can get their required information without speaking to an agent if they don’t want to. Your agents can accept a greater volume of calls as most callers are able to resolve their problems on their own.

Multi-Level IVR

Facetone gives you the freedom to create an IVR with multiple branches so callers can be directed to specific locations and agents. For instance, a specific extension can be created for reaching your sales department directly.

Centralized IVR System

Regardless of where your agents are located, Facetone gives customers access to the same interface everywhere. It ensures that all interactions are executed in a consistent way, which improves and streamlines every customer’s experience. This gives flexibility to the workforce as they can attend calls wherever they are.