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Custom IVR systems and routing logic designed to get your callers to the right place quickly, reduce queue times, and improve first-call resolution.
A well-designed IVR is one of the most effective ways to improve contact centre performance. It reduces misrouted calls, shortens average handle time, and gives callers a professional first impression of your organisation. Conversely, a poorly designed IVR frustrates customers, increases abandonment rates, and generates unnecessary transfers between teams.
DigiTalker designs and builds IVR systems from scratch or redesigns existing systems that are underperforming. We handle the full process from call flow mapping and menu structure design through to prompt recording, platform integration, and ongoing optimisation. Our IVR solutions work across Genesys, Avaya, Amazon Connect, and other major contact centre platforms.
Beyond the IVR itself, we configure the routing logic that determines where calls go once the caller has made their selection. This includes skills-based routing, priority queuing, time-of-day rules, overflow handling, and callback scheduling. The goal is always the same: connect each caller with the right resource as quickly as possible.
Our Approach
We follow a structured five-step methodology that moves from understanding your current state through to continuous improvement after deployment.
We begin by analysing your current call volumes, reasons for contact, and existing routing logic. This includes reviewing call data, listening to sample calls, and interviewing your operations team to understand how callers navigate your current system and where they experience friction.
Based on the discovery findings, we design a menu structure that balances simplicity for the caller with the routing precision your operations require. We keep menus shallow: typically no more than two levels: and use plain language that matches how your customers describe their needs.
Professional voice prompts are recorded to match your brand tone. Each prompt is reviewed for clarity, pace, and length. We then conduct user testing with sample callers to verify that the menu options are understood correctly and that callers reach the right destination.
The IVR is integrated with your contact centre platform, CRM, and any data sources needed for personalised routing. We deploy in a controlled rollout, typically starting with a subset of numbers or call types, before scaling to full production.
After launch, we monitor IVR performance through containment rates, transfer rates, and caller drop-off analysis. We make iterative adjustments to menu wording, routing rules, and queue configuration to continuously improve the caller experience and operational efficiency.
Capabilities
Route calls to the agent or team with the right skills, language capability, or product knowledge for each interaction type.
Automatic routing changes based on business hours, shift patterns, and out-of-hours handling rules including voicemail and overflow.
Assign priority levels based on customer value, call urgency, or interaction type to ensure high-priority callers are handled first.
Provide callers with their estimated wait time based on current queue depth and agent availability, updated as they wait.
Offer callers the option to receive a callback rather than waiting in the queue, with the callback placed automatically when an agent becomes available.
When queues are full or during out-of-hours periods, callers can leave a voicemail that is automatically transcribed and routed to the appropriate team.
Whether you need a new IVR built from scratch or want to optimise an existing system, our team can help. Get in touch to discuss your routing requirements.
Talk to Our Team