Incoming Customer Service vs. Traditional IVR: find out the main differences

With digital transformation and technologies increasingly present in everyday life, consumer behavior has changed. Customers are demanding and want a responsive service that is really agile, effective, personalized and humanized.

The traditional IVR (Audible Response Unit) has consolidated itself as a way of reducing the volume of calls for attendants. And, thus, it allowed to optimize the productivity of the collaborators.

However, this feature created other problems, generating consumer dissatisfaction. This is mainly due to the delay in service and the lack of resolution of demands.

Therefore, the current scenario requires new technologies and solutions to meet customer demands. Next, understand the main differences between URA and modern incoming service and how to transform the relationship with the customer.


Whether in the call center operation, in retail, in the health area, or in other segments, there are a number of problems in customer service. Among the most common challenges for companies are:

  • Speed ​​up the service process;
  • Improve the rate of resolution of demands;
  • Enhance the customer experience;
  • Decrease the waiting time;
  • Reduce the average service time (TMA);
  • Increase employee productivity.

When facing this scenario, managers need to decide which solution to invest in to improve the results in the service. The main options available are the traditional IVR and the modern incoming service. But which one to choose? Read on!


To understand if the traditional IVR is able to solve this critical scenario, here are some steps on how this type of service happens:

  • The customer calls and needs to provide personal data;
  • Directed to several menus, the customer tries to find the sector that most resembles what he needs to solve his demand;
  • It is necessary to wait for the availability of an attendant without any information about waiting time or other channel options;
  • When being served, the customer must repeat personal information and reason for contact.
  • After all this journey, it is possible that the customer will be redirected, needing to repeat the information again. Or worse: he may be asked to contact you by another phone.

Thus, the IVR, although still traditional, is an outdated solution that addresses more specific issues, such as excess demand. However, it is not very effective in guaranteeing an improvement in the customer experience or in the service metrics.


An effective and innovative solution to solve IVR problems and put the customer experience first is the incoming service with modern technologies.

Olos Receptivo, OlosChannel’s incoming service function, has a specific process after customer contact. What allows to streamline and automate the service. The tool works according to the following steps:

  • Customer informs the data being able to digital or speak;
  • The digital agent asks for the reason for the contact;
  • Using artificial intelligence, information is processed and the customer has the option of resolving the demand for IVR or being directed to an attendant;
  • If you choose the attendant, the customer is informed of the waiting time and also of additional channels to solve the problem, such as WhatsApp;
  • When the attendant enters the line, he already has the contact information and the reason for the call, so there is no need to repeat them.

Therefore, the incoming service really allows to achieve the expected objectives to improve the experience. Since it has centralized actions, voice communication makes it possible to reduce waiting times and resolve demands.


In addition to increasing customer satisfaction, the company that uses complete and efficient technology gains other significant advantages. For example:

  • Cost reduction;
  • Decreased call and waiting time;
  • Improved productivity;
  • Practicality in the use of resources;
  • Integrated omnichannel communication;
  • Monitoring resources to assess team performance;
  • Customization of the tool to develop specific actions.

Therefore, when checking for weaknesses in the current customer relationship process, it is important to invest in modern solutions. After all, the option for a tool that is outdated and insufficient to meet the demands makes consistent results impossible.

Get to know Olos’ incoming service and how this technology can benefit your business! Are you interested? Get in touch with our experts and request a demo visit!

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