What Is IVR Mapping?

A hosted/cloud-based IVR mapping service is used to map out your IVR and call center systems. Your IVR trees and call flows can now be documented in an engaging and interactive way on the web. DTMF (dual-tone multi-frequency) navigation is used by the IVR mapper to get around your IVR system. Transcribe each IVR menu into text by following available call paths.

The calls are generated remotely and connected to your system via the public telephone network, eliminating the need to purchase additional hardware or software to augment your infrastructure.

How Is It Operated?

Intelligence IVR mapper service begins by dialing your system using an available public telephone number. It then records menu prompts, analyses individual menus, and determines available navigation options based on messaging. Additionally, an IVR mapper will make consecutive calls to progress through each new IVR level and option.

As part of the documentation map, new IVR prompts are recorded and transcribed from audio to text.

The Advantages of an IVR Mapping Solution

The IVR mapper solution is fully compatible with DTMF navigation. Once the mapping is complete, it provides access to the IVR tree and navigation and text transcripts. It enables you to click on each IVR node to playback audio and view metadata via an interactive web portal. Additionally, we provide you with a PDF copy of all the audio files and IVR flow that you have recorded.

The benefits of an IVR mapper solution include:

Need an IVR Mapper for Your Business?

If you’re ready to implement an IVR mapper for your business, simply give us your number and preferred testing schedule, and we’ll map your IVR. Contact Omni Intelligence to get started or learn more about IVR mapping. We’re here to help.

Why Would a Business Use an IVR System?

Typically, clients seek assistance from client support experts in person (such as at Apple's Genius Bar) or over the phone by dialing a dedicated client service number.

In any case, with the implementation of innovative evolutions such as Interactive Voice Response frameworks and the growing prevalence of online help assets such as FAQs or live chat options on an organization's website, clients can rely less on these one-on-one collaborations and more on self-administration.

This is a significant benefit to clients

How Does an Interactive Voice Response System Work?

A framework for Interactive Voice Response is a type of PC communication reconciliation (CTI). To coordinate IVR innovation within your contact center, you'll require a communication board and committed IVR programming that enables you to pre-record positive messages for visitors. You can redo these accounts to correspond to a guest's requirements. This way, when they attempt to sign into their record, they will hear a different message than when they call to purchase items from your organization.

For the end client, these intelligent frameworks operate in such a way that they can quickly investigate your contact center and find a suitable arrangement. When you decide to contact the organization as a client, the IVR framework will respond by playing a pre-recorded greeting and requesting that you select an option from a set menu. For instance, you will receive specific assistance by squeezing the "one" key on the keypad.

Defining Your Interactive Voice Response System

Before integrating an IVR framework with your contact center, you should first define the IVR script and how it communicates with your clients. A guide for Interactive Voice Response should include the following:

When designing the IVR stream for your call focus, it's a good idea to keep your target market's requirements in mind. Make the most widely recognized options as accessible as possible by placing them at the head of the stream. Then, as necessary, branch out to menus for call rerouting.

Evaluation of Your Interactive Voice Response System

After you've established your IVR framework, this is an excellent time to conduct pre-send-off testing with your internal team. Several regions worth testing include the following:

Analyze the client's personality

With the decline of face-to-face assistance resulting from digitization, there is an increased need to ensure that your customer service groups are addressing the genuine customer.

Call directing

Did your client select the appropriate prompts to direct them to the appropriate division? If clients have concerns about a purchase, they should be directed to the outreach group, not the IT group.