IVR (Interactive Voice Response) is a phone system that answers incoming calls automatically, plays a menu ("Press 1 for sales, 2 for support") and routes callers to the right person or team based on their choice. Modern IVRs connect to a CRM so every call is logged against the customer's profile.
Why it matters
- No missed calls: calls are queued, routed or turned into missed-call tasks
- Right person, first time: sales, support and billing get their own queues
- Professional image: one business number with a clear greeting
- Data: call logs and recordings in the CRM for coaching and audits
Good IVR design
- Keep menus to 3 options
- Put the most common need first
- Offer "talk to a person" quickly
- Mention WhatsApp for people who prefer chat
- Tell callers when calls may be recorded
In RapBooster CRM
Built-in IVR comes with RapBooster Voice: the IVR number is billed monthly and call minutes use credits.
Example
A coaching institute's IVR routes "Admissions" to counsellors and "Existing students" to support. Missed calls become callback tasks automatically.
Related terms
Click-to-call · CRM · Sales pipeline
Guide: CRM with IVR.
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