Interactive Voice Response (IVR) platforms, or automated phone systems, were developed in the 1990s to efficiently route incoming calls and reduce the burden on phone systems. A phone system has limited capacity in terms of lines, whereas IVR systems are scalable and can handle a much larger volume of calls.

How Does an IVR System Work?

An Interactive Voice Response system offers advanced options such as menu options, where callers are guided through a menu to the appropriate department or agent. The system can, for example, forward incoming calls to external locations or handle the call using natural language processing (AI).

History of IVR Systems

The first interactive voice response solution in the Netherlands was built in 1983 by Gerard Doorenbos for 30 Nefkens garages. This allowed customers to order car parts via a voice computer. Large companies like Wehkamp also adopted IVR technology early on, with 30% of orders processed through their “Jimmy” voice computer. Banks later introduced balance inquiry lines, enabling customers to check their account balance by entering their account number and PIN.

With the introduction of 0900 numbers in the late 1990s and the popularity of call services like chat lines, stock market updates, and adult lines, the use of IVR grew significantly. There’s even a Netflix series, Dirty Lines, that provides a fascinating look into the 1990s and the era when IVR systems played a pivotal role.

Today, modern IVR systems are indispensable for e-commerce and other businesses looking to optimize incoming calls. To clarify, IVR only handles incoming calls. A phone system can coexist alongside it.

Even as VoIP becomes widely adopted, IVR remains highly valuable. In fact, it’s more valuable than ever. And it’s cost-effective, as the technology has become not only more reliable and intelligent but also much more affordable than in its early days.

Our IVR Solutions

With Belfabriek, you can link your business phone number to an IVR platform or fully host it in the cloud. This allows you to efficiently route incoming calls to the right agent, department, or device.

What Makes Our IVR Systems Unique?

  • Advanced Technology: From call recording and queues to automatically forwarded calls.
  • Flexible Options: Our IVR systems work seamlessly with VoIP phones, mobile phones, and call centers.
  • Easy Integration: Forward calls to different departments based on time, location, or needs.
  • Cost-Effective: Take advantage of an IVR-ready 085 number at an affordable price!

Examples of IVR Applications

1. Sales Campaigns for Large Companies

A large company wants to set up a separate number for a marketing campaign. We configure the number according to the client’s requirements, including menu options and routing to specific agents.

2. Startups

A small business requests an 085 number and starts by forwarding calls to a mobile phone. As the business grows, this can easily be adjusted to fixed devices (e.g., a VoIP phone with a SIP account).

3. Flexible Workplaces

More entrepreneurs are questioning whether they even need desk phones. Companies are transitioning from traditional desk phones to mobile phones and softphones. Some businesses split call traffic, using VoIP phones (without a system) for outbound calls and handling incoming calls on the main number through IVR.

4. Customer Support for Emergency Services

Emergency services use IVR to distribute incoming calls among available staff, regardless of the type of device being used.

Activate a Demo Phone Number

Want to see how an IVR works right away? Belfabriek offers a free demo that lets you receive and handle calls in 10 minutes—no payment details required, no obligations!

Contact us to set up your IVR system and optimize your customer service.