IVR stands for Interactive Voice Response system and is an automated telephony platform that independently handles or forwards phone calls.

History of Interactive Voice Response

The first IVR systems were introduced in the 1970s to forward phone calls. By the late 1990s, the technology became mainstream, and IVR systems were used to automate many processes as most households had landlines.

Using the buttons on a phone, users could navigate a menu, automating many tasks even before the internet era.

Later, IVR systems allowed users to speak to the system, enabling automatic call forwarding or answering simple questions.

The First IVR Systems

The first IVR systems were used for:

  • Banks, allowing customers to check their account balance via phone
  • Movie ticket reservation lines
  • Order lines, enabling customers to place orders without an operator
  • Entertainment, such as quizzes for callers

2025: Artificial Intelligence (AI) and IVR

As of 2025, speaking to an IVR system has seen significant growth due to investments in artificial intelligence (AI) by tech giants like Microsoft, Google, and IBM.

Modern IVR systems understand callers’ needs and can automatically handle or route calls to the appropriate department or agent. This reduces workload and improves customer satisfaction. As we write this article, we are testing voicebots that learn and acquire knowledge. By 2025, we expect IVR systems combined with NLP (Natural Language Processing) technologies from Google and Microsoft to revolutionize call handling, enabling bots to fully answer calls.

Belfabriek: IVR Specialists

As you can see, an IVR system is the smart telephony brain, and Belfabriek has been a specialist in this field for over 20 years.

We can program and activate any desired application on a phone number, whether it’s simple call forwarding, integration with a voicebot, or an automated system for processing orders. We program it for you.

What Can an IVR Do?

An IVR platform greets callers and helps them as quickly as possible, either by providing the right information or automatically forwarding them to the appropriate person or department.

The IVR can use input and data from the caller, such as:

  • The caller’s phone number
  • The number being called
  • The date and time of the call
  • Input from the caller via phone buttons
  • Input from the caller via speech, processed by Microsoft Azure or Google Dialogflow voicebot platforms

Additionally, an IVR system can use other information, such as:

  • Your company’s opening hours
  • Real-time availability of staff to answer calls

Based on this information, a script is programmed for a phone number, and calls are handled or forwarded based on these variables.

IVR System Checklist

For every incoming call, the IVR follows a checklist:

  • Can I forward the call?
  • Who should I forward the call to?
  • Should I play a message or ask for additional information, such as a customer number or PIN?

Businesses with high call volumes often use IVR systems. By quickly routing calls to the right department or handling them automatically, companies save money and achieve high customer satisfaction.

IVR Scripts

Our IVR platform runs advanced scripts that handle incoming calls for many businesses, including forwarding calls to available staff, routing to mobile and landline phones, and playing messages.

With an IVR, you can manage phone calls more flexibly than with a traditional phone system.

What’s the Difference Between an IVR and a Phone System?

A phone system provides a group of users with phones, manages incoming and outgoing calls, and enables internal call transfers.

An IVR system can function as a phone system but offers much more. It handles everything based on scripts and has no limitations.

Examples

Here are some practical examples of how businesses and organizations use IVR systems:

  • Welcoming Callers: An IVR can greet callers with a friendly, pre-recorded message. With a welcome message, the IVR immediately puts the caller at ease. Outside business hours, the IVR can play a message informing the caller of your availability or emergency contact options. Learn more about the importance of welcome and closed messages in this article.
  • Routing to the Right Staff: IVR systems can automatically route callers to the nearest branch based on their area code or ask them to enter their postal code. Callers can also be routed to different departments using a menu of options, such as “Press 1 for…”. If all calls are handled by one team, the IVR can distribute calls evenly among available staff.
  • Automating Customer Service: If you frequently answer the same questions, the IVR can help. Record answers to common questions and offer them via the IVR. After playing the message, the IVR can give callers the option to speak to a staff member for further assistance.
  • Handling High Call Volumes: An IVR can handle unlimited simultaneous calls and place callers in a queue if needed. If the queue is too long, callers can leave a voicemail.

Benefits of an IVR

An IVR offers far more options than a traditional phone system. Whether you use an 0800/088/085/0900 or local number, connecting your phone number through Belfabriek gives you access to all these IVR features and more!

Additional Benefits

  • Increased Customer Satisfaction: Starting the call with a friendly welcome message and minimizing unnecessary transfers ensures customers reach the right person quickly, leading to faster problem resolution and happier customers.
  • Improved Efficiency: Routing calls directly to the right staff reduces irrelevant queries, allowing employees to focus on their expertise.
  • Cost Savings and Profitability: A well-designed IVR system lightens the workload, enabling faster responses and freeing up time for other tasks.
  • Enhanced Image: Efficient call handling through an IVR demonstrates your company’s professionalism, building trust with callers.

Register Your Phone Number Now!

Take advantage of your visit to our website to register your own IVR-enabled phone number. Choose from a wide range of available 0800 numbers (free for the caller), 0900 numbers (with revenue for you), local numbers across the Netherlands, 085 numbers, or international numbers! When placing your order, specify what the IVR should do for your organization, and we’ll ensure it’s programmed and ready to work on your phone number.