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What is interactive voice response?

Interactive voice response (IVR) is an automated phone system technology that prompts customers to self-service during calls by interacting with keypad or voice inputs.

IVR software helps make calls as simple and as fast as possible by answering common queries, directing customers to the appropriate resources, and allowing customers to make transactions without ever having to speak to an agent.

Of course if they still wish to talk to an agent, callers can select from pre-set options to quickly get their call routed to the most relevant department.

An Interactive Voice Response system automates phone calls, guiding customers through self-service options.

IVR software saves you and your customers time

For Agents

IVR improves the efficiency of your team by filtering out simple questions that can be addressed without a live agent. Only calls that require nuanced conversation will get forwarded to your agents, which helps free up time and allows agents to prioritize higher-value opportunities or issues. IVR solutions also help route calls to the right department faster, improving call resolution times.

Get full IVR functionality with GoTo Connect

GoTo Connect’s IVR software is fully customizable; IVR flows can be created through a simple drag-and-drop tool, which allows agents to easily design and manage call flows tailored to your business’ needs.

It can also set up auto attendants, enable voice prompts, and provide customized options for callers to select with a keypad. 

Laptop screen showing the tech support queue alongside a table tracking all agent activity.

GoTo Contact Center is more than just an IVR solution

Everything you need to provide better support outcomes, including:

  • Call Monitoring

    Coach agents and boost performance with Listen, Whisper, and Barge modes.
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  • Outbound Dialer

    Automate sales calls and speed up the outreach process to drive more sales in less time.
    Learn More

  • Intelligent Call Routing

    Improve first-call resolutions by automatically directing callers to the right place.
    Learn More

  • Callback Queues

    Reduce hold times and let customers keep their place in line with automated callbacks.
    Learn More

  • Unified Admin Portal

    Manage contact center and phone system settings in a single dashboard.
    Learn More

  • Visual Dial Plan Editor

    Configure call flows with a drag-and-drop editor—no fancy IT needed.
    Learn More

Frequently asked questions

Yes, interactive voice response is included in both Contact Center and Contact Center Pro.
Both Automatic Call Distribution (ACD) and Interactive Voice Response (IVR) solutions provide important functionality for cloud contact centers. ACD software manages incoming calls and routes them to the right agent or queue, speeding up calls and improving customer wait times. IVR solutions automates simple interactions, allowing customers to self-service and obtain information quickly, sometimes without needing to be routed to an agent. GoTo Contact Center integrates both ACD and IVR software to provide efficient and uninterrupted customer experiences.

Faster service. Frictionless calls.

Get interactive voice response software included in your Contact Center today.

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