How to Build a Basic IVR
Speaker details are current and may differ from what is shown in the video.
The Interactive Voice Response (IVR) system is often the first thing a customer encounters when they call a contact centre — and yet, for many organisations, making even a simple change to that experience still means raising a support ticket and waiting days for a vendor to action it. In an era of cloud-based contact centre platforms, that friction is no longer necessary.
Modern cloud platforms have made IVR configuration genuinely accessible to contact centre teams. With drag-and-drop interfaces, no coding required, and the ability to self-manage changes in real time, the barriers that once made IVR design a specialist task have largely disappeared. The challenge now is awareness — many teams simply haven't seen what's possible.
In this Member Byte, Elliot Debinski from MaxContact Australia walks through a live demonstration of building a basic IVR from scratch — covering open hours routing, menu creation, queue assignment, and sub-menus — finishing with how to push the IVR live with nothing more than a checkbox.
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