Difference between Single level IVR and Multi level IVR

Automation is the potential technique to gain long term customer loyalty and has become a stipulated format for delivering swift and affluent customer experiences. Crafting a Self-Service option for the customer is the key to entitle their satisfaction levels. Such a great automation tool of modern times is IVR - Interactive Voice Response system.

IVR, a telephony technological innovation that uses a Voice Response System in the form of DTMF (Dual Tone Multi frequency) inputs allowing callers to interact with the company’s communication system enabling them to choose their desired destine points without human involvement. It allows users to interact with a pre-determined manual or options to receive up-to-date information as per requisites.

Any business small or large that deal with high call volume and to make services options available 24by7 can use an IVR system to cut down call processing time, call charges, man power and to improve caller experiences.

The most prominent types of IVR with reference to menus are Single level IVR and Multi-level IVR.

Single level IVR:

Single level IVR is the most basic IVR system that can receive, manage and route calls for a human support that is set to deal with specific level of customer query. It can be achieved by playing a Welcome message followed by options for the customers to choose from.

This service can be best used by small scale entities holding minimum and limited verticals. More or less the call gets transferred to an agent for resolutions.

For example: Welcome to the Company…. Press 1 for Sales, Press 2 for Customer support, Press 3 for Accounts……press 4 etc. Based on the number of choices, the call gets routed to the appropriate department or to specific agent for resolution.

Multi-level IVR:

Multi-level IVR is proficient in taking numerous inputs from the callers and fine tune them to reach to their desired destinations for resolutions with or without a call forwarding option. This is adopted by companies where the calls are required to process to a granular level related to presence of several departments and sub departments with varied products and services offered within the company.

For example:IVR plays a Welcome message following Press 1, 2, 3as per language specification. Press 1 for Sales, upon choosing, the call will be routed with various options diversifying products or services configuring a number of sub menus.

Similarly, a number of options can be enabled and the call can be routed from one IVR level to anynumber of IVR levels. Call forwarding option could be incorporated as per specification to any desired number acknowledging that not a single potential lead or call is missed out for the business. CTI enables popping-out relevant caller information for an agent –caller interaction. Automated multi channeled responses can be configured as an acknowledgement like SMS, Email, and Voice Call. SMS with Short URL, Audio short URL, and Web short URL for detailed descriptions. User friendly UI provides Real time reports and Analytics to gain insights of the business.

Mostly, this type of IVR is commonly used by banks and other large entities with a group of verticals where addressing callers individually would not be efficient enough. IVR system can be programmed to create and implement flexible unlimited IVR menus for handling out-bound, In-bound and Blended calls. It does everything that a user can take up any details replacing a number of agents and office receptionist.

Whether a Single Level IVR or Multi Level IVR, an IVR system is not always a routing system, it can be programmed for varied services as it is customizable to take up many formsvia configuring varied features.

A SMART IVR system with the best service provider, from the customer point of view, can be an ideological perspective side of your CTI and ERP as it gets configured with your telephone system, software, applications and other tools automating the complete interaction points proving efficiency, professional, information driven and personalized as per needs.

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