✎ We run this on our own calls first — 19 calls through the platform's own switchboard before it was ever sold. See how it works
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EXPLAINER

What an IVR is, and when you actually need one

The press-1-for-sales menu. Useful when there are genuinely several places a call could go, and a tax on everybody when there are not.

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What it is

An IVR — interactive voice response — answers the call before a human does, plays a greeting, and routes the caller based on what they press or say. A multi-level IVR does it again at the next step.

That is the whole idea. Everything else is configuration.

When it earns its place

An IVR is worth having when the caller genuinely knows which department they want and getting it right saves a transfer.

When it costs you money

If you have four people and every one of them can help, an IVR adds fifteen seconds and an irritation to every single call, in exchange for nothing.

Small desks are almost always better with a queue and a good greeting. Build the menu when the transfers start hurting, not before.

What ours does

Record or type the greeting, point each key at a queue or a person, and publish. Changes are live on the next call, not after an overnight job.

Multi-level menus and holiday routing are in the higher tiers; the pricing page marks what is live and what is still in build.

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