Inbound Configurations

The Dialer allows you to receive client calls and engage with them. For such interactions, under Settings > Inbound Configurations, you can have the following options :

• build IVRs using the IVR flow canvas
• configure IVR settings, such as a playback message for agents before connecting a call, a routing prefix, or Caller IDs for directing calls to the IVR
• manage queues
• upload playback files and generate recordings.

For a detailed reference on IVR rule creation and its elements, see the Guide to IVR Elements.

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Benefits of IVR Systems

Smart Call Routing
IVRs route callers to the appropriate department or agents based on their needs, minimizing wait times. Additionally, they collect information, such as the reason for the call or language preference, ensuring that customers are connected to the most qualified agents. IVR systems can prioritize specific calls, directing them to dedicated agent teams.

Call Center Optimization
Call centers' efficiency significantly improves because these systems handle repetitive tasks, such as payment processing or appointment scheduling, allowing agents to focus on more complex issues. During peak periods, IVR systems can manage a high volume of incoming calls simultaneously, ensuring consistent service and reducing unnecessary transfers and callbacks.

Customized Customer Interactions
By using customer data, IVR systems can create customized interactions, such as greeting callers by name or offering services based on account history. Moreover, IVR systems can be updated in real time to reflect changes, ensuring that customers always receive accurate and up-to-date information.

In Settings > Inbound Configurations you can view the list of existing IVRs and create a new IVR.

Below, you can see explanations about the table of existing IVRs.