IVR Advanced

IVR Advanced is our ultra-powerful wizard that enables anyone to build sophisticated voice surveys or automated call campaigns with features such as adding conditional logic, triggering an SMS text message and auto-update of contact information based on the user’s response.

Contacts can respond during the IVR call by pressing keys on their phone’s keypad or they can speak out their answers and the system will record their voice response which you can listen to on the platform right after the call is completed. Reports and analytics on audience responses (call lengths, keypresses, etc.) are available real-time to give you actionable insights.

3-Step IVR Wizard

Content Upload mp3 file or record audio directly on the website. Add different language versions if any—click Languages. Add Actions such as playing audio after a keypress and creating a jump logic. Adjust Call Settings and enable Automated Call Retry at the bottom of the page—click Show Settings. See below for more details on Step 1.  Check Recording Instructions »
Contacts Select contacts or groups OR incorporate a Missed Call Opt-in / SMS Opt-in so people can subscribe to receive the IVR call.  More about Step 2 »
Confirm Schedule when the IVR call will go out. Enter your phone number in the Caller ID field or select another Send route. Click Launch to set the engagement live or save as a draft.  More about Step 3 »

Watch Video Tutorial (IVR Advanced)

Types of IVR Responses

There are three ways to capture user responses to your IVR questions.

Keypress Response

Let contact press keys on their phone to answer and the system will capture the keypress. Ask the end-user to press a key in response to the question (“Press the 1 button on your keypad if you are female; Press 2 if you are male”).

  • Click  to insert more keypress options. You can change or define valid keypress answers by editing the Keypress number.
  • Select  to set what the system will do after the keypress response (e.g. play audio after a keypress, autoupdate contact information, or create a jump logic). This is optional. See below for more details.
  • Note: An answer message (play audio action) after a keypress response is not required. The system will just record the keypress (for reporting) and move on to next question.
  • Tip: Play an audio or error message if a contact presses an invalid key or presses nothing. This is optional but recommended to increase valid responses.

Spoken Response

Contacts can speak their answer during the IVR call and the system will record it for you to listen. (“Tell us your suggestions on how we can improve our services. You have 30 seconds to speak after the beep. When you’re done speaking, press 9”).

  • Select an end key that the contact should press to indicate they are done speaking. Make sure to include this in your recording instruction.
  • Set the maximum time (in seconds) the contacts can speak. The system will then stop recording and take the next action in the IVR call after the specified keypress duration (e.g. continue to the next question or end the call).
  • A beep sound is automatically added after the audio recording is played.
  • Click  to set what the system will do after the spoken response (jump to another question, update contact column, or trigger an SMS engagement). See below for more details. This is optional.
  • After sending the IVR call, you can listen to their voice recording, transcribe or put notes on the Reports page »

Open Ended Keypress

Contacts respond by typing multiple keys on their phone and the system will record their keypresses (“Please enter your birth year using your phone’s keypad”).

  • Set the minimum and maximum valid keys that the contacts can press.
  • Tip: Play audio (error message) if a contact presses an invalid key or presses nothing. This is optional but helpful in getting correct responses.
  • Click  to specify what the system will do next after pressing keys (e.g. play audio, update contact information, or save keypresses in a particular contact column). This is optional. See below for more details.

Add IVR Actions

An action is what the system does based on the keypress or spoken response. To set up an IVR action, click Add Action button and select the action type. You may add multiple actions after a response. Below are the different IVR actions:

Play Audio

Play another recorded voice message after a contact pressed a key. Upload mp3 or record audio and add language versions if any.

Jump to question

Create a jump logic by assigning the next question/message to be played after a response. For example: On the first message, the contacts are asked to press either 1 for “yes” or press 2 for “no”; if they pressed 1, they will hear Question 2, but if they pressed 2 they will proceed to hear Question 4.

Update contact

Update text in the contact column field after a keypress or spoken response. The updated contact data will also be available in the reports. To add a new contact field, first go to the Contacts page—click Add Column. Then click Saveand it will be available to select from the Update Contact dropdown. For example: If a contact pressed 1, the Location column will be populated with “Cebu City” text.

Save contact’s keypress

The keypress made will be stored and accessible from the specified column in the Contacts page, which will also show in the engagement reports.

Send SMS

An SMS text message will be sent to the phone number entered in the selected contact field. Select a Contact column from the dropdown (where the SMS recipient’s phone number is stored) and then click Add button. Click on the “X” button if you want to remove the column from the recipient selection. Then type your message in the text field. You may personalize the SMS by inserting the dyamic contact attribute into the text message.

Trigger an engagement

A separate engagement (e.g. an SMS Blast) will be sent after the keypress or spoken response. Learn more about SMS Trigger notification »

Hangup

The call will end after the response or after the recording is played.

Upload mp3 or Record audio

Below are the different buttons for uploading mp3 files or for recording audio:

  • Click  Upload mp3 to select audio file from your computer.
  • Press  Record to start recording audio directly from the website. Press again to stop recording.
  • Select  Languages to add mp3 versions in other languages for the same content.
  • Click  at the bottom part of Step 1 to insert another mp3 audio.

Call Settings

To adjust the call settings, click on Show Settings button at the bottom of Step 1.

  • Keypress duration: Adjust how many seconds the system waits for the contact to press a key (default is 10 seconds). If no keypress is captured it will display “timed out” in the reports.
  • Keypress chances: Enter the maximum number of chances the contact can press a valid key. The call will hang-up or loop to the next question/audio if the invalid answers exceeded the limit.
  • Introduction message: Play an initial message at the beginning of the call (before asking the first question). This is optional.
  • Goodbye message: Play a final message at the end of the phone call (after all questions before hanging up call).
  • Randomize the order of the questions for different contacts.

TIP: Play a final/end message. It can be added as the last question/message, or as Play Audio action message, or uploaded as a goodbye message under Call Settings. After they responded to all questions or after all messages are played, people can get confused if it suddenly ends or hang-up. So it is always good to end politely with a message. For example, you can say: “Thank you for participating. Have a nice day, goodbye!”

Automated Call Retry

Go to Call Retry Settings tab and schedule automated call retries to increase the pick up rate of your IVR call. In case the contacts do not answer during the first call attempt (they are busy, their phone is off or battery died, or with signal issues) – let the system automatically call them again based on your retry rules.

Sample Uses

  • Literacy Campaign: Use an engaging format such as phone-based soap operas with quizzes – which are a very effective way to change behavior
  • Hospital Satisfaction Surveys: After a visit, send an automated voice call survey to the patient: “Press 1-9 to rate your experience yesterday. Press 1-9 to rate your doctor. Press 1-9 to rate the cleanliness of the facility. Now, speak any other comments you’d like to make.”
  • Automated Interviews: Shortlist applicants by creating an interview workflow and screen their recorded responses—to hire higher quality candidates, faster, and at lower cost
  • Employee Sick Hotline: Let employees report absenteeism or tardiness and immediately notify their manager and/or human resource person to easily track attendance

 

Get IVR top tips for success »

 

Have questions or need a little extra help? Get in touch via live chat or drop us a message here: