IVR Workflows - Early Adopter Program

  • Updated
Dialpad's Interactive voice response (IVR), is an automated telephone menu system that delivers dynamic, layered voice responses to customers.
Call Center Supervisors and Admins can create customized flows to create a personalized experience for their clients, and get granular on specific customer painpoints. 
The best part? There’s no coding involved and workflows can be created in minutes!

Let's dive into the details of our IVR Workflows.  

Why do I Need IVR Workflows?

IVR systems allow you to customize the customer experience in real-time by:

  • Collecting crucial user information (booking numbers, account numbers, etc)
  • Accessing CRM or other systems through APIs
  • Identifying the caller
  • Creating unique routing and behaviour according to the individual caller’s needs

This enables more efficient use of Agents and, in some cases, even allows the customer to resolve their question through self-service.

IVRs do not replace the need for a live agent, but they improve customer satisfaction while freeing Agents available to handle complex inbound calls. Not only that, they provide a self-service option that can be accessed outside of business hours.

Workflow Steps

Dialpad's bespoke IVR steps allow you to guide your callers through personalized steps, using your voice and verbiage, ensuring the menu selection is on brand with your product.  Add as many IVR workflows as you require, and edit them anytime!

Workflow options include:

  • Menu - Plays the menu prompt and collects the caller's menu choice
  • Collect - Collects DTMF input (great for collecting account numbers, pins etc)
  • Play - Plays audio file prompts
  • Go-to - Moves the caller to another IVR Workflow or step inside the current workflow
  • Transfer - Transfers the call to another Office, Department, User, or phone number
  • Hang-up - Ends the current call
  • Expert - Performs API calls, logic decisions, variables, and other advanced operations
  • Branch - Evaluates a variable (system or workflow specific) for a condition and proceeds down a different path based on the result
    • Coming soon!

Learn more about each IVR step in this Help Center article. 

Create an IVR Workflow

To create an IVR workflow, head to your Admin Settings at Dialpad.com 

  1. Select IVR Workflows 
  2. Select Create Workflowcreate_IVR_workflow.png
  3. Name your workflow
  4. Select the desired actions and transfers 
  5. Select Publish (or, Save, if you'd like to save a draft)

IVR_Diagram.png

Assign an IVR Workflow

Once an IVR workflow has been published, you need to assign it to an Office, Department, or Call Center.

Head to your Admin Settings at Dialpad.com

  1. Select the desired Office, Department or Call Center 
  2. Select Business Hours and Call Routing
  3. Navigate to Call Routing
  4. Select Edit Call Routing
  5. Choose Open Hours Routing or Closed Hours Routing
  6. Select Other Routing Options
  7. Select To an IVR Workflow
  8. Select the desired IVR Workflow

IVR_routing.png

Once an IVR is assigned, you'll see the number of Connected numbers appear beside each IVR workflow. 

IVRs_connected_numbers.png

Edit an IVR Workflow

To edit an IVR workflow, head to your Admin Settings at Dialpad.com 

  1. Select IVR Workflows 
  2. Click the more menu beside the workflow you want to delete
  3. Select Editedit_IVR_workflow.png
  4. Make the desired changes
  5. Select Save to save your changes
  6. Select Publish to push your edits live to connected numbers

Delete an IVR Workflow 

To delete an IVR workflow, head to your Admin Settings at Dialpad.com 

First, you’ll need to remove any connected numbers from the IVR Workflow.

  1. Select the desired Office, Department, or Call Center that is currently assigned to the IVR Workflow you need to delete
  2. Select Business Hours and Call Routing
  3. Navigate to Call Routing
  4. Select Edit Call Routing
  5. Choose Open Hours Routing or Closed Hours Routing
  6. Change the routing option to something other than IVR workflows. 

Next, return to IVR Workflows from your Admin Settings.

  1. Select IVR Workflows 
  2. Click the more menu beside the workflow you want to delete
  3. Select Delete delete_IVR_workflow.png
  4. Confirm deletion

FAQs

Are IVR Workflows HIPPA and PCI compliant?

Not directly. However, a fully compliant solution can be created by leveraging complementary technologies like Digital Deflect to handle PCI / HIPAA dependent sessions.

Is there a maximum number of steps we can use in an IVR menu?

Nope, use as many as you’d like! For easier management of larger use cases, we do suggest dividing up your application into separate functional workflows and using the Go-To step to reference other functional areas.

Can Admins edit and delete any IVR workflows, or only the ones they create?

Administrators have full access to all IVR workflows created for their company.

How can I join the Early Adopter program?

Please reach out to your Customer Success Manager to join this EAP.

Can more than IVR workflow be assigned to a single Office, Call Center or Department?

You can only apply one IVR workflow at a time, however, you can call multiple IVR workflows based on your workflow conditions (ex: using the Go To option).

You can also choose to use a different IVR for your open and closed routing options.

Are there any analytics for IVR workflow performance?

Phone number and routing analytics are available now. We will be adding call flow analytics soon to help you analyze and optimize the customer journey through the IVR Worfklows.