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Transforming Contact Centers with 3CX as a CCaaS and Voxtelesys

Transforming Contact Centers with 3CX as a CCaaS and Voxtelesys

CCaaS
3CX
Flow Builder
Transforming Contact Centers with 3CX as a CCaaS and VoxtelesysThe modern contact center landscape demands agility, intelligence, and seamless integrations. As businesses shift toward cloud-based solutions, 3CX emerges as a powerful Contact Center as a Service (CCaaS) platform, offering unmatched flexibility and cost savings. When combined with Voxtelesys’ advanced telecom solutions—including AI-powered call support, VAST Flow Builder, and Microsoft Teams Direct Routing—3CX becomes an all-in-one communication powerhouse for businesses seeking to optimize their customer interactions. Learn More
3CX License Management in the Voxtelesys Portal for Agents

3CX License Management in the Voxtelesys Portal for Agents

Portal
3CX
Calling
3CX License Management in the Voxtelesys Portal for AgentsWe're excited to announce the launch of 3CX License Management in the Voxtelesys Portal for Agents! Now, agents can easily view, renew, and upgrade their customers' 3CX licenses, submit purchase requests, and directly manage licenses up to 32SC—all within a streamlined, user-friendly interface. With flexible payment options and built-in approval workflows, agents can efficiently handle licensing needs while ensuring seamless service for their customers. Log in to the Voxtelesys Portal today and take control of your 3CX licensing like never before! Learn More
Tired of 10DLC Delays? Here’s How Voxtelesys Gets You Messaging Faster

Tired of 10DLC Delays? Here’s How Voxtelesys Gets You Messaging Faster

10DLC
TCR
SMS
Tired of 10DLC Delays? Here’s How Voxtelesys Gets You Messaging FasterIf you’ve recently tried registering for 10DLC messaging, you’re likely familiar with the challenges: Long approval times, Unanswered support requests, Weeks of delays with no ability to send outbound SMS or MMS. You’re not alone. Many businesses come to Voxtelesys after facing roadblocks with other providers. Learn More

Popular Blogs

2024: A Year of Growth & Excellence for the Voxtelesys Support Team

2024: A Year of Growth & Excellence for the Voxtelesys Support Team

Support
Business Solutions
3CX
2024: A Year of Growth & Excellence for the Voxtelesys Support TeamAt Voxtelesys, we pride ourselves on delivering unmatched support to our customers. In 2024, we took bold steps to enhance our support team, ensuring that our clients receive the expertise and assistance they need when they need it. With a focus on growth, certification, and strategic restructuring, our team is now better equipped than ever to deliver exceptional service. Learn More
3CX Version 20

3CX Version 20

Call Center
SMB
PBX
3CX Version 20Take advantage of our offer: No setup fees will be charged for upgrading to 3CX V20 with Hosting by Voxtelesys until March 2024! - 2 Core, 2 GB All 3CX's hosted by Voxtelesys come standard with a minimum of 2vCore and 4GB's of memory, so no worries here. - Sufficient Disk Space needed. Ensure a minimum of 5 GB of free disk space - The source list must remain unaltered for a successful upgrade; any modifications will result in failure Remove any additional source lists. If you are utilizing Microsoft Azure, verify by checking "cat /etc/apt/sources.list.d/microsoft-prod.list." Learn More
3CX's Latest Release: Geo-Routing Headers Take the Lead in Dynamic E911 Integration

3CX's Latest Release: Geo-Routing Headers Take the Lead in Dynamic E911 Integration

3CX
911
Calling
3CX's Latest Release: Geo-Routing Headers Take the Lead in Dynamic E911 Integration3CX is leading the telecommunications industry with its new release, v20, which features an innovative integration of Dynamic E911. The main change in this update is that 3CX has decided to use geo-routing headers. This move simplifies the process and enhances the reliability and efficiency of emergency call routing. Learn More
Home / Learning Hub / Blogs / IVR Systems – Explain It!FAQs
IVR Systems – Explain It!
Reporting
IVR
Explain It

Interactive Voice Response System (IVR) \ ˌin-tər-ˈak-tiv ˈvȯis ri-ˈspän(t)s sis-təm\

an automated telephony system that interacts with callers, gathers information, and routes calls to the correct person or department.

Some people may not know the name, but there is no doubt they are familiar with IVR systems. Consumers have been using IVR for years to check account balances, participate in surveys, and look up information such as package tracking or movie times — with varying degrees of success.

Our own Worship IVR is one example of IVR bring used in a different way, in this case helping churches broadcast their services.



How an IVR System is Used

An IVR is the phone equivalent of the greeter at a store. This is your first impression. It’s vital that an IVR system is welcoming and friendly. The menu options should be easy to understand and navigate. So, an IVR system needs to provide the options callers will most likely need (this is our favorite creative use of an IVR).

A well-designed IVR system is often tied directly to call routing rules. The options presented to the caller can provide more information about why they are calling. With a few responses, the system will know the topic of the call and whether the issue requires special support, a highly-localized answer or even an agent that speaks a specific language. These responses are all integrated with the company’s call routing, which is essential in good customer experience.

Good IVR systems store data from those interactions. Call center managers can then use the accumulated data to determine the amount of time a caller spends on hold, what choices were most common, and even if the user experience with the menu design needs to be rethought. With this data call centers can prepare for annual busy seasons.



IVR System Innovations

Advancements in IVR innovations have improved the customer experience by providing better results. IVR now goes beyond “press one” technology, known as dual-tone multi-frequency (DTMF). Speech recognition, an alternative to DTMF allows for more flexibility for user input.

In addition, hosted IVR systems offer companies the flexibility of scaling to meet seasonal demands and the most up-to-date technology while improving first call resolution rates, contact center efficiency and the overall customer experience.

If you’d like to learn how an IVR system can help improve your business, contact us today.

Need even more? Voxtelesys's Open APIs give you the ability to integrate an IVR with your systems, create special DNC prompts, or even build a custom solution that meets the needs of your business.


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