What is IVR?

IVR stands for Interactive Voice Response. It enables a caller to use their touch-tone phone or voice telephone input to interact with your database and obtain information on demand using a phone-based, self-service application. The versatile IVR platform is built to provide your organization with access to cloud-based applications that can integrate with any PBX and database to offer real-time interaction for simple or complex customer inquiries.

Interactive Voice Response offers the ability to provide database-driven, touch-tone applications to your callers for convenient 24/7 self-service. This self-service application reduces the number of basic calls that need to be handled by your agents and improves the customer interaction. By integrating with any PBX and database, it improves the flow of information and automates redundant tasks that are often carried out
in a call center, making your organization’s day-to-day activities more efficient.


IVR System Diagram and Features

What's Inside?

This Solutions is perfect for companies wanting to reduce their cost of service while still maintaining excellent customer interactions. Both inbound applications offer productive and affordable communications and customer interaction, making this  a great fit for most vertical segments. Customers in the following verticals have implemented it for a number of reasons, the most frequently used are listed below:

  • Financial
  • Insurance
  • Government & Public Sector
  • Health Care
  • Retail
  • Utilities
  • Legal
  • Social Services
  • Hospitality
  • Telecommunications

How it's Used

  • Health Care

    • Appointment Reminders
    • Lab Test Status
    • Prescription Refill and Status
    • Surveys
  • Insurance & Financial

    • Policy Status & Renewals
    • Payment by Phone
    • Product Info
    • Account Balances
    • Account Inquiry
    • Loan Payment by Phone
    • Payment Reminders
    • Credit Card Authorization
IVR Visual Explanation
  • Government & Public Sector

    • Property Tax Payments
    • DMV Renewals by Phone
    • Law Enforcement (Background Checks)
    • Probation Enforcement
  • Retail

    • Membership Services
    • Order Status/Order Entry
    • Outbound Notifications (Voice/Text)
    • Customer Surveys
    • Credit Card Authorization
    • Scratch-off Games
    • Shipment Status
    • Payment Status
Call center employee

Why Should you use IVR?

Your business must continue to strive for efficiency when providing customer service without sacrificing quality. IVR allows your customers to get fast and easy access to the answers and services they need at any time of the day without having to wait on hold or interact with your agents. This creates a quick and pleasant caller experience and still provides your customer with the information they need on demand. Your Contact Center managers are looking for new ways to enhance the caller/agent experience while maintaining efficient staffing levels to control overhead costs and keep customer hold times to a minimum. IVR reduces redundant calls, freeing your agent staff to focus on enhancing customer experiences on calls that require personable interactions. IVR and automated screen pops provide a shorter, more seamless caller experience without requiring previously collected data, keeping your customers’ valued time in mind.

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