Auto Attendant v Interactive Voice Response (IVR)

As a babblevoice user you benefit from having both an Interactive Voice Response (IVR) and an Auto Attendant available to you but what is the difference?

To some people there is no real difference. It’s simply that annoying computer that tries to manage your call rather than the company bothering to put a human being on the phone. However in reality both IVRs and Auto Attendants are valuable business tools that will save the company money and, if used properly, give the caller a better experience. Auto Attendants were covered in some detail in the what is an auto attendant blog post but in brief an Auto Attendant typically offers the caller a number of options for navigating through a telephone directory and connecting them to the number or extension they wish to contact. Think of it simply as an electronic switchboard operator.

An IVR, on the other hand, is far more sophisticated. Rather than simply connecting a caller to their chosen extension an IVR attempts to complete a business process by accessing company systems and data. For example, if a caller wishes to order a ‘widget’ an auto attendant would simply offer the caller the option to press 1 for sales. An IVR, however, could check stock levels in real time, place the order, confirm the delivery address and generate an invoice. By connecting babblevoice to your office systems your phone system become an efficient and tireless operator with the capacity to handle an almost unlimited amount of work (without complaining).

To connect babblevoice to your business systems babblevoice maintains the babblevoice auto attendant XML (BAAXML) programming language. The process is straight forward for any competent programmer but if this seems daunting then please contact your reseller in the first instance or simply contact us. More information on BAAXML can be found in the What is BAAXML blog post.

The babblevoice team

By Antoine Lever, Mar 23, 2015