Interactive voice messaging systems, also known as IVR systems, have been with us for a while, and multi-level IVR systems are still primarily used for call routing and managing incoming calls and call queues by different types of companies. This type of system helps manage call distribution and keep the call flow going, as well as maintain hold times, which helps improve the customer experience. Voice overs for IVR systems also helps when it comes to referring first-time callers to the right department.

These phone systems combine TTS technologies or standard pre-recorded messages with DTMF (Dual-tone multi-frequency) and are made possible by CTI technology.

Essentially, the role of these systems is to work as an ACD and welcome the callers into the phone call or engage with them in the place of an actual agent, keeping them on the line and providing them with information. The automated voice messaging system aids in the operation at automated call distribution centers as well. 

Understandably, the voice overs for IVR (interactive voice response) is very important. After all, it does all the talking — quite literally. So, it’s crucial to have this auto attendant sound right. But how can you do that? And how do you make an IVR voice-over in the first place? Well, this guide will lead you through all of that and some more, so stick around and learn all about it.

What is interactive voice messaging (IVMS)?

We’ve briefly gone over IVR systems, but let’s go further into detail with IVR and IVMS. As we’ve mentioned already, Interactive voice response systems essentially work as automated agents.

You only need to use the IVR or IVMS menu options and pick whichever option interests you. It’s pretty much like talking to an actual agent, of course, under the pretense that it all works correctly. An IVR system should be properly designed.

That includes having the message be easy to understand, informative, and also easy to listen to. If these conditions are fulfilled, it will lead to higher customer satisfaction rates and facilitate the maintenance of customer relationship management (CRM). 

What is interactive voice recognition (IVR)?

As we’ve mentioned, Interactive speech recognition is a form of accessing the IVR menu. Certain programs are created in a way that allows the customer to simply interact using their voice. It’s very easy and saves you the effort of using the menu.

IVR systems are generally utilized to service high call volume at a minimal cost. They’re very interactive and, as we’ve mentioned, save you the trouble of talking to an actual agent.

However, when first-call resolution doesn’t work, clients making inbound calls may need the auto attendant to transfer them to an actual contact center agent, so it’s important that everything goes smoothly. After all, an IVR needs a system, a database, telephony equipment, and its own infrastructure to work.

Nowadays, IVR technology can do a lot for you. That includes notifying you about account balances, accessing account information, setting up or changing pins or passwords, looking up information, making payments and transferring funds, and so on.

Another key part of IVR is the aforementioned menu. It’s a response system that allows customers to operate the IVR system, and it deals with customer calls. You can access it with a simple touch-tone keypad method or access it with your voice, depending on the programming.

Preparing for your voice over project

Before diving into your IVR work for a VoIP system, you need to do two main things: understand who you’re addressing and craft a compelling script.

First, consider who will be interacting with your IVR work. Are they familiar with center software or is this their first time using such a system? What are their preferences? How do they communicate? This insight is crucial, especially if your voice over is integrated into on-premises CRM systems.

For instance, if your target audience is younger, a fun and lively voice might be apt. However, for a professional setting, a more serious tone might be more suitable. Choosing the right voice ensures that your message resonates with the listener, streamlining their experience.

Nailing down a good script

Next up is the script, a vital component if you’re looking to streamline the user’s journey through your VoIP or IVR system. Think of it as the roadmap for your VR recording. It should be straightforward and concise.

Reflect on the common queries or information users might seek and ensure your script addresses them. Keep your language simple, almost as if you’re conversing with a friend. This approach ensures clarity and ease of understanding, especially when integrated with center software.

When drafting your script, indicate where emphasis is needed, where to pause, or where a particular emotion should be conveyed. Such markers assist the voice over artist in delivering the content effectively, enhancing the user’s experience.

With a clear understanding of your audience and a well-prepared script, you’re ready to embark on your voice over project. Whether it’s for on-premises systems or cloud-based VoIP, the first interaction users have is often through your voice recording. Ensure it’s not just a greeting, but a warm and informative welcome!

The advantages and disadvantages of using IVMS

There are several important advantages when it comes to IVMS. A particularly essential benefit is the ability to optimize availability, even outside of typical business hours.

Allowing self-service also saves money and time for the company since they can direct their employees toward more complex projects instead of having them spend their time at the call center answering simple questions. IVMS can also be useful at times when the customer isn’t able to speak on the phone.

However, there are also disadvantages to IVMS systems. They can save money, but depending on a company’s specific needs, incorporating IVMS might cost more than having a call center. Additionally, they might not always give the customers the answers they need, leaving them misinformed or confused.

Unlike IVR, which makes it possible for customers to leave a message or schedule a callback by giving out their phone number or even getting the information they need, IVMS can be more on the tricky side. Additionally, IVMS isn’t able to transfer you to the right department in case you make a mistake when directing a call since it essentially just boils down to SMS exchange.

How to use Speechify for your voice-over needs

Speechify is a text-to-speech service provider that can turn any text format into an audio recording. Using Speechify, you can turn PDFs, Google Docs, articles, and even actual books into an audio file in only a few minutes of real-time.

Speechify has an extensive collection of different voices that are realistic-sounding and easy to listen to. It also has a variety of different languages, making it viable for non-English users as well. Speechify also has very affordable prices and is available across almost all devices.

That’s why TTS services, such as Speechify, can be the perfect IVR solution for voicemail automation use cases. Plus, Speechify can also be used if you need a voice recording that can play during wait times.

Most importantly, these TTS readers are ideal for IVR systems, as they usually come with very lifelike voices and can put people at ease and inform them. Or, at the very least, they keep them on the line until they’re ready to get transferred to a call center operator.

How can Speechify help with your IVM needs?

IVM includes different voice broadcasting methods supported by automated outsourcing and phone systems. And, Speechify voices are so versatile that you can use them for all types of interactive voice messaging systems.

Specifically, Speechify and similar tools are excellent for custom voice broadcasting and voice-over needs for call recording due to affordability and versatility. The pricing is, again, affordable, which is a great deal for small business owners trying to save budget.

As we’ve mentioned, self-service is convenient and important, and Speechify can help with that too. Additionally, you don’t need to worry about language availability when searching for the perfect voice-over provider since Speechify has many languages that you can choose from. That is great because many contact centers cater to a large customer base.

Speechify is also great since you can browse and check out the different voices before deciding, which means you get to take your time choosing the perfect voice for your IVM needs. Lastly, the voices are very realistic-sounding, and the natural language options are great, improving customer experience and usage.

FAQ

What is the best IVR system?

Some of the best currently available IVR software include VoiceGuide IVR, LiveAgent, LiveVox, SquareTalk, and CloudTalk.

Why use IVMS?

An IVMS can be especially helpful during high call volume times, allowing customers to get the information they need through self-service.

What are best IVR practices?

There are several practices that can improve IVR usage and customer experience. For example, making options easy to understand, having a human-sounding voice, offering the customer the option to connect to a call center operator, having promotional wait time, encouraging users to connect to other channels, and offering the caller both IVR and IVMS.