{"id":6705,"date":"2020-09-12T11:35:56","date_gmt":"2020-09-12T04:35:56","guid":{"rendered":"https:\/\/bellbell24vietnam.vn\/?p=6705"},"modified":"2024-11-28T17:01:36","modified_gmt":"2024-11-28T10:01:36","slug":"what-is-ivr","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/knowledge\/what-is-ivr\/","title":{"rendered":"WHAT IS IVR? HOW IT WORKS, IS BUILT, AND IS APPLIED IN THE CALL CENTER"},"content":{"rendered":"<h2>What is IVR?<\/h2>\n<p style=\"text-align: justify;\"><span style=\"color: #000000;\"><strong>IVR<\/strong> (Interactive voice response) is an automatic telephone answering system that plays a pre-recorded audio message and guides the caller through the options provided by the telephone keypad. <\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"color: #000000;\">IVR is commonly used in switchboards.\u00a0<span style=\"color: #b9284e;\"><span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/what-is-a-call-center\/\">call center<\/a> <\/span><span style=\"color: #000000;\">to handle calls without the assistance of an operator, or to route calls to a dedicated operator.<\/span><\/span><\/span><\/p>\n<p><img fetchpriority=\"high\" decoding=\"async\" class=\"wp-image-19356 size-full aligncenter\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2020\/09\/IVR2.png\" alt=\"What is IVR?\" width=\"800\" height=\"427\" srcset=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2020\/09\/IVR2.png 800w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2020\/09\/IVR2-300x160.png 300w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2020\/09\/IVR2-768x410.png 768w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2020\/09\/IVR2-18x10.png 18w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/><\/p>\n<h2>Applications of IVR.<\/h2>\n<p>Is one of <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/tinh-nang-call-center\/\">important features of call center<\/a><\/span>, IVR is commonly used to:<\/p>\n<h3>Customer care<\/h3>\n<ul>\n<li style=\"text-align: justify;\"><span style=\"color: #000000;\">Filter and route calls to appropriate customer service department <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/skill-based-routing\/\">skill-based routing<\/a><\/span>.<\/span><\/li>\n<li style=\"text-align: justify;\"><span style=\"color: #000000;\">Automatic information notifications (event information, opening and closing hours, etc.)<\/span><\/li>\n<\/ul>\n<h3>Marketing, survey:<\/h3>\n<ul>\n<li style=\"text-align: justify;\"><span style=\"color: #000000;\">Collect surveys and customer reviews on product and service quality.<\/span><\/li>\n<li>Perform <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/technology\/auto-call-application\/\">auto call<\/a><\/span> to automate telemarketing to customers<\/li>\n<\/ul>\n<h3>Look up information:<\/h3>\n<ul>\n<li style=\"text-align: justify;\"><span style=\"color: #000000;\">Look up account information, personal information, contracts.<\/span><\/li>\n<li style=\"text-align: justify;\"><span style=\"color: #000000;\">Track bill of lading<\/span><\/li>\n<\/ul>\n<h2>How does IVR work?<\/h2>\n<p style=\"text-align: justify;\"><span style=\"color: #000000;\">Let&#039;s go through a scenario to better understand how IVR works.<\/span><\/p>\n<p><img decoding=\"async\" class=\"wp-image-19357 size-full aligncenter\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2020\/09\/IVR1.png\" alt=\"IVR system\" width=\"800\" height=\"486\" srcset=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2020\/09\/IVR1.png 800w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2020\/09\/IVR1-300x182.png 300w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2020\/09\/IVR1-768x467.png 768w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2020\/09\/IVR1-18x12.png 18w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/><\/p>\n<p style=\"text-align: justify;\"><span style=\"color: #000000;\">When a user calls the switchboard of company A, at this time<\/span><span style=\"color: #000000;\"> IVR is activated as follows:<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"color: #000000;\"><strong>Step 1:<\/strong> Welcome to contacting company A&#039;s hotline, for support on account information please press 1, for support on loan information please press 2, \u2026.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"color: #000000;\"><strong>Step 2:<\/strong>\u00a0Users press key 2 according to their needs.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"color: #000000;\"><strong>Step 3:<\/strong>\u00a0The call is being transferred to the loan consulting department.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"color: #000000;\"><strong>Step 4:<\/strong>\u00a0Operator in charge of consulting.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"color: #000000;\"><strong>Step 5:<\/strong>\u00a0End call.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"color: #000000;\"><strong>Note:<\/strong>\u00a0During IVR interaction, there is often the participation of\u00a0<strong>ACD system<\/strong>\u00a0( Automatic call distribution). You can learn about\u00a0<span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"http:\/\/bell24vietnam.vn\/en\/blogs\/news\/what-is-acd\/\">ACD<\/a><\/span>\u00a0to get a thorough understanding of how ACD and IVR work together.<\/span><\/p>\n<h2>What is needed to set up an IVR?<\/h2>\n<p style=\"text-align: justify;\"><span style=\"color: #000000;\">IVR system is built on programming language\u00a0<strong>VoiceXML<\/strong>. To operate requires:<\/span><\/p>\n<ul>\n<li style=\"text-align: justify;\"><span style=\"color: #000000;\">Telephone network.<\/span><\/li>\n<li style=\"text-align: justify;\"><span style=\"color: #000000;\">TCP\/IP: Transmission Control Protocol.<\/span><\/li>\n<li style=\"text-align: justify;\"><span style=\"color: #000000;\">Web server.<\/span><\/li>\n<li style=\"text-align: justify;\"><span style=\"color: #000000;\">Database.<\/span><\/li>\n<li>Pre-recorded audio file.<\/li>\n<\/ul>\n<h2>Benefits of IVR<\/h2>\n<p><img decoding=\"async\" class=\"wp-image-19358 size-full aligncenter\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2020\/09\/IVR3.png\" alt=\"Benefits of IVR call centers\" width=\"800\" height=\"389\" srcset=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2020\/09\/IVR3.png 800w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2020\/09\/IVR3-300x146.png 300w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2020\/09\/IVR3-768x373.png 768w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2020\/09\/IVR3-18x9.png 18w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/><\/p>\n<h3>Enhance customer experience<\/h3>\n<p style=\"text-align: justify;\"><span style=\"color: #000000;\">With the use of voice automation, customers will receive a response almost immediately, helping to minimize waiting time.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"color: #000000;\">In addition, some advanced IVRs also have the ability to personalize messages based on available information data (name, gender, etc.)<\/span><\/p>\n<h3>24\/7\/365 continuous operation.<\/h3>\n<p style=\"text-align: justify;\"><span style=\"color: #000000;\">Programmed and operated fully automatically at all times, even without an operator present.<\/span><\/p>\n<blockquote>\n<p style=\"text-align: justify;\"><span style=\"color: #000000;\">In case it is outside working hours, you can set up IVR as follows <strong>(For example):<\/strong>\u00a0Welcome to contact the switchboard of company A, currently our switchboard operator only operates from 6:00 am to 8:00 pm. We hope you understand and please contact us again tomorrow morning. Thank you and wish you a warm evening!<\/span><\/p>\n<\/blockquote>\n<h3>Increase agent performance.<\/h3>\n<p style=\"text-align: justify;\"><span style=\"color: #000000;\">Reduce the time spent manually mining information that operators have to perform.<\/span><\/p>\n<p>Agents are routed using skill-based routing, increasing the likelihood of successful handling and reducing stress.<\/p>\n<h3>Save costs \u2013 increase profits.<\/h3>\n<p style=\"text-align: justify;\"><span style=\"color: #000000;\">Depending on the operating model, IVR can replace humans to answer frequently asked questions (FAQs) or provide available information such as customer information, account balances, and shipping information.<\/span><\/p>\n<h2>Disadvantages of IVR<\/h2>\n<p style=\"text-align: justify;\"><span style=\"color: #000000;\">Despite the great benefits, IVR also has its drawbacks in automation, as businesses sometimes encounter cases where customers have specific needs while the system is not working properly.<strong>\u00a0only limit the information to a certain scope.<\/strong><\/span><\/p>\n<h2>IVR: What&#039;s next?<\/h2>\n<p style=\"text-align: justify;\"><span style=\"color: #000000;\">The development of\u00a0<strong>artificial intelligence (AI)<\/strong> opens up possibilities for IVR. AI can be integrated into IVR for voice recognition to provide accurate, automated responses and greater security. New trends include:<\/span><\/p>\n<ul>\n<li>Voice biometrics<\/li>\n<li><span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/technology\/voicebot-in-the-call-center\/\">Voice bot<\/a><\/span><\/li>\n<\/ul>\n<p><img decoding=\"async\" style=\"display: block; margin-left: auto; margin-right: auto;\" src=\"https:\/\/file.hstatic.net\/1000400311\/file\/he-thong-ivr_8d70e903e8f848c98b535e547615fd97.jpg\" alt=\"smart IVR\" \/><\/p>","protected":false},"excerpt":{"rendered":"<p>IVR la\u0300 gi\u0300? IVR (Interactive voice response) l\u00e0 h\u00ea\u0323 th\u00f4\u0301ng tr\u1ea3 l\u1eddi t\u1ef1 \u0111\u1ed9ng qua \u0111i\u00ea\u0323n thoa\u0323i, b\u0103\u0300ng c\u00e1ch ph\u00e1t [&hellip;]<\/p>","protected":false},"author":1,"featured_media":19356,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"site-sidebar-layout":"default","site-content-layout":"default","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"set","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[12],"tags":[55],"class_list":["post-6705","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-kien-thuc","tag-he-thong-contact-center"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>IVR LA\u0300 GI\u0300? CA\u0301CH HOA\u0323T \u0110\u00d4\u0323NG, X\u00c2Y D\u01af\u0323NG, \u01af\u0301NG DU\u0323NG TRONG T\u00d4\u0309NG \u0110A\u0300I<\/title>\n<meta name=\"description\" content=\"IVR (Vi\u00ea\u0301t t\u0103\u0301t cu\u0309a Interactive voice response) h\u00ea\u0323 th\u00f4\u0301ng pha\u0309n h\u00f4\u0300i t\u01b0\u01a1ng ta\u0301c t\u01b0\u0323 \u0111\u00f4\u0323ng qua \u0111i\u00ea\u0323n thoa\u0323i th\u01b0\u01a1\u0300ng \u0111\u01b0\u01a1\u0323c s\u01b0\u0309 du\u0323ng trong t\u00f4\u0309ng \u0111a\u0300i contact center ho\u0103\u0323c call center. IVR th\u01b0\u0323c hi\u00ea\u0323n t\u01b0\u01a1ng ta\u0301c v\u01a1\u0301i ng\u01b0\u01a1\u0300i du\u0300ng b\u0103\u0300ng gio\u0323ng no\u0301i \u0111\u01b0\u01a1\u0323c l\u00e2\u0323p tri\u0300nh s\u0103\u0303n va\u0300 h\u01b0\u01a1\u0301ng d\u00e2\u0303n th\u01b0\u0323c hi\u00ea\u0323n nh\u01b0\u0303ng l\u01b0\u0323a cho\u0323n ma\u0300 ho\u0323 c\u00e2\u0300n b\u0103\u0300ng ca\u0301c l\u00ea\u0323nh tr\u00ean ba\u0300n phi\u0301m \u0111i\u00ea\u0323n thoa\u0323i.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/what-is-ivr\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"IVR LA\u0300 GI\u0300? CA\u0301CH HOA\u0323T \u0110\u00d4\u0323NG, X\u00c2Y D\u01af\u0323NG, \u01af\u0301NG DU\u0323NG TRONG T\u00d4\u0309NG \u0110A\u0300I\" \/>\n<meta property=\"og:description\" content=\"IVR (Vi\u00ea\u0301t t\u0103\u0301t cu\u0309a Interactive voice response) h\u00ea\u0323 th\u00f4\u0301ng pha\u0309n h\u00f4\u0300i t\u01b0\u01a1ng ta\u0301c t\u01b0\u0323 \u0111\u00f4\u0323ng qua \u0111i\u00ea\u0323n thoa\u0323i th\u01b0\u01a1\u0300ng \u0111\u01b0\u01a1\u0323c s\u01b0\u0309 du\u0323ng trong t\u00f4\u0309ng \u0111a\u0300i contact center ho\u0103\u0323c call center. IVR th\u01b0\u0323c hi\u00ea\u0323n t\u01b0\u01a1ng ta\u0301c v\u01a1\u0301i ng\u01b0\u01a1\u0300i du\u0300ng b\u0103\u0300ng gio\u0323ng no\u0301i \u0111\u01b0\u01a1\u0323c l\u00e2\u0323p tri\u0300nh s\u0103\u0303n va\u0300 h\u01b0\u01a1\u0301ng d\u00e2\u0303n th\u01b0\u0323c hi\u00ea\u0323n nh\u01b0\u0303ng l\u01b0\u0323a cho\u0323n ma\u0300 ho\u0323 c\u00e2\u0300n b\u0103\u0300ng ca\u0301c l\u00ea\u0323nh tr\u00ean ba\u0300n phi\u0301m \u0111i\u00ea\u0323n thoa\u0323i.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/what-is-ivr\/\" \/>\n<meta property=\"og:site_name\" content=\"Bellsystem24 Vietnam\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/BELLSYSTEM24.VIETNAM\" \/>\n<meta property=\"article:published_time\" content=\"2020-09-12T04:35:56+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-11-28T10:01:36+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2020\/09\/IVR2.png\" \/>\n\t<meta property=\"og:image:width\" content=\"800\" \/>\n\t<meta property=\"og:image:height\" content=\"427\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"bsvadmin\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"bsvadmin\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/bell24vietnam.vn\/kien-thuc\/ivr-la-gi\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/bell24vietnam.vn\/kien-thuc\/ivr-la-gi\/\"},\"author\":{\"name\":\"bsvadmin\",\"@id\":\"https:\/\/bell24vietnam.vn\/#\/schema\/person\/22f4db425821e880594b98e83552c84d\"},\"headline\":\"IVR LA\u0300 GI\u0300? CA\u0301CH HOA\u0323T \u0110\u00d4\u0323NG, X\u00c2Y D\u01af\u0323NG, \u01af\u0301NG DU\u0323NG TRONG T\u00d4\u0309NG \u0110A\u0300I\",\"datePublished\":\"2020-09-12T04:35:56+00:00\",\"dateModified\":\"2024-11-28T10:01:36+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/bell24vietnam.vn\/kien-thuc\/ivr-la-gi\/\"},\"wordCount\":1233,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/bell24vietnam.vn\/#organization\"},\"image\":{\"@id\":\"https:\/\/bell24vietnam.vn\/kien-thuc\/ivr-la-gi\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2020\/09\/IVR2.png\",\"keywords\":[\"H\u1ec7 th\u1ed1ng contact center\"],\"articleSection\":[\"Ki\u1ebfn th\u1ee9c\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/bell24vietnam.vn\/kien-thuc\/ivr-la-gi\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/bell24vietnam.vn\/kien-thuc\/ivr-la-gi\/\",\"url\":\"https:\/\/bell24vietnam.vn\/kien-thuc\/ivr-la-gi\/\",\"name\":\"IVR LA\u0300 GI\u0300? 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