Office24by7 IVR Communication Features
Power-packed features to streamline inbound communications.
Virtual Number
Inbound communication with single number – local, mobile, or toll-free number.
Local Number
A virtual number lookings as a local landline number showing local presence.
Mobile Number
Use a virtual mobile number that appears as a usual 10-digit mobile number.
Toll-free number
Virtual number in the (1) 800-XXX-XXXX form that does not cost callers.
Call Forwarding
Forward calls to desired numbers and destination apps with existing numbers.
Welcome or Greeting Message
Set welcome or greeting message and change it anytime as per convenience.
Multi-level or Nested IVR
Multiple layers of IVR to better service callers with no human intervention.
Programmable Extensions
Forward calls to pre-programmed extensions as per callers’ DTMF inputs.
Voicemail Integration
Callers can leave voicemails that can be retrieved later by your agents.
Scheduling or Time-based IVR
Time-based scheduling of IVR menus and messages for seamless experience.
Audio File Upload
Upload .MP3 or .WAV files to streamline the working with IVR for agents.
Recording Calls
Record calls between agents and customers for insights and compliance.
Text-to-Speech
Create audio files with text-to-speech for boosting efficiency in your team.
Time or Schedule-based Routing
Route calls based various factors such as agents’ status and working hours.
Skills-based or Weighted Order Routing
Route calls based on agents’ weighted scores on language and skills factors.
Priority-based Routing
Route calls to the agents or teams based on priority and other parameter.
Sticky Agent
Route calls of a customer to agents that have previously spoken with them.
Wait Time-based Distribution
Route on-hold calls based on wait time and manage callers’ time efficiently.
In-Queue Count Message
Inform callers of their position in the waiting queue to keep them engaged.
Music on Hold (MOH)
Play pre-set music to callers on hold and improve CX by multiple folds.
Custom Audio as MOH
Engage waiting callers with pre-set audio message on products or services
Automatic Call Distribution (ACD) Algorithms
Distribute calls based on telephone numbers and IVR options among agents.
Fixed or Linear Order Distribution
Distribute calls in a preset order or sequence until someone picks up.
Round Robin Distribution
Sent new calls to next available agent in the loop for even distribution.
Ring All or Simultaneous Distribution
Ring all available agents simultaneously and assign to whoever picks up first.
Agent Talk Time-based Distribution
Distribute the calls among the agents with fewer calls and drive efficiency.
Survey Voice Call with IVR
Gather feedback with responses such as ‘YES’ or ‘NO’ using phone keypad.
Survey Voicemail
Integrate surveys with voicemail andrecord their feedback without typing.
Survey SMS with Short URL
Send an SMS with short URL linking to survey form and track the response.
Survey Missed Call
Send SMS and ask callers to give a missed call to register their feedback.
Dashboards
Monitor campaigns and agents in real time with our intuitive dashboards.
Agent Performance Reports
Empower managers to measure and improve the performance of your agents.
Call Status Reports
Track status of calls such as pending, completed, and not interested, etc.
Geographical Reports
Track status of all calls based on geographical locations of your callers.
Hourly Reports
Track status of calls on hourly basis, especially for short-term campaigns.
Quarterly Reports
Track progress of campaigns and take correctional steps whenever needed.
Agent-wise Reports
Delegate calls among your agents and track the progress very effectively.
Location-wise Reports
Monitor productivity of multiple IVR centers with location-wise reports.