Outbound IVR and voice broadcasting: automated calls that speak and listen
The system calls your list, plays the recorded message and the contact replies with the phone keypad or by voice. Notices, reminders and triage without an agent dialing.
Outbound IVR or voice broadcasting?
Both features place automated calls with recorded audio. The difference is the interaction:
- Voice broadcasting: a recorded message sent to the whole list. Ideal for mass notices, due-date reminders and announcements.
- Outbound IVR: the message comes with a menu of options. The contact chooses by keypad or voice what to do, such as talking to an agent or scheduling a callback.
The outbound IVR works over phone calls. It does not send WhatsApp messages. For WhatsApp, see HiperZap.
Options the menu can offer
The menu has up to 9 options, configured in the campaign:
- Transfer to a free agent
- Forward to another number
- Schedule a callback
- Join the do-not-call list
- Hear another message
Keypad or voice replies
With speech recognition, the contact can say the option number or words such as "yes", "no" and "exit", even during the message. The keypad always works. Speech recognition works in Portuguese.
Your own audio
Record your messages in WAV or MP3 and keep them in a campaign library.
Keypad or voice
Contacts reply in the way that is easiest for them.
Voicemail
In voice broadcasting, voicemail is detected and the call ends on its own.
Answers recorded
What was pressed or said is recorded per call, with Excel or CSV export.
When to use automated voice messages
- Notices and notifications to customers
- Due-date and appointment reminders
- Communication campaigns
- Collections and financial notices, following applicable rules
- Simple keypad confirmations
- Triage before service, with transfer to an agent when configured
An IVR campaign in 4 steps
Record the audio
Message and menu options.
Build the flow
What each key or word does.
Set the pace
How many calls go out at once.
Follow up
Answered, transferred and replies.
Outbound IVR and voice broadcasting FAQ
What is an outbound IVR?
It is an automated call placed by the company to the contact, with a recorded message and a menu of options. Unlike an inbound IVR, where the customer calls the company, here the system starts the call.
What is voice broadcasting?
It is sending a recorded message to a list of contacts by phone call, used for notices, reminders and announcements.
Can the contact talk to an agent?
Yes, when that option is configured in the menu: the call is transferred to a free agent or forwarded to another number.
Do I need agents to use the outbound IVR?
Not to dial and play the message. Agents are only needed if the menu offers a transfer to a person.
Can I use it for collections?
Yes, for due-date and collection notices, always following the rules that apply to consumer communication and honoring requests from people who no longer want to be called.
Take your message to many contacts at once
Discover Meu Call Center or request information to set up your voice campaign.