Automated Outbound and Inbound Calling

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Automate Calls Around Real Business Workflows

Automated calling can do much more than play a recorded message. IVR Lab builds inbound and outbound IVR applications that can deliver information, collect responses, route callers, trigger follow-up actions and exchange data with existing business systems.

Programs can range from a focused automated call flow to a larger application with multiple phone numbers, languages, schedules, business rules, APIs, webhooks and reporting.

Outbound Calls That Can Listen and Respond

Outbound calls can deliver a message, ask questions, capture keypad or spoken responses, record comments, transfer the call or move the recipient into another IVR path.

Calls can be scheduled in batches or triggered automatically from another system. Reference data can travel with the request so the response is associated with the correct customer, account, case or transaction.

Inbound IVR Without Starting From Scratch

Inbound applications give customers a number they can call when they are ready. The IVR can identify what the caller needs, collect information, provide self-service options, route the call or connect with a back-end system before a live transfer.

Inbound and outbound workflows can also work together. An outbound call can invite a customer to call back, or an inbound interaction can trigger a follow-up call, message or survey.

Common Business Uses

Inbound IVR

Give callers a direct self-service path.

Collect information, provide answers, route calls and connect with back-end systems before a transfer.

Outbound Calling

Reach customers when a business event requires action.

Schedule campaigns or trigger calls automatically, then collect responses or route the recipient based on the call flow.

API-Driven Automation

Make calling part of the application workflow.

Use APIs and webhooks to trigger activity, pass reference data and return call or response status to other systems.

Custom Call Flows

Build around the process instead of forcing the process into a template.

IVR Lab can create call logic, reports, integrations and routing rules for requirements that are not handled by standard options.

What will you build?

Talk to us about your usecases

How an Automated Calling Workflow Comes Together

Start with the business event and the action you want the caller or recipient to take. From there, the call flow can be built around the required steps.

Define the trigger, schedule or inbound number
Provide the message, questions and response options
Add branching, validation, transfers or recorded responses
Pass data in or out through APIs, webhooks or scheduled files
Track results through reporting and exports
Decide whether your team, IVR Lab, or both teams will manage the ongoing program

The same framework can support a simple notification or a complex multi-step IVR application.

Managed, Self-Service or Hybrid

Your team can operate the application directly, IVR Lab can manage schedules and day-to-day activity, or responsibilities can be divided between both teams.

This is especially useful for programs with ongoing list changes, multiple schedules, several languages, business-specific reporting or frequent workflow updates.

Why Organizations Use IVR Lab

Inbound and outbound IVR development
High-volume calling through established telecom carriers
Custom call logic, routing and integrations
APIs and webhooks for automation
Multilingual call flows with additional languages available as needed
Reporting, exports and data access
Managed, self-service and hybrid operating models
HIPAA compliant workflows, SOC 2 practices and security controls for regulated programs
A development team that can build requirements that do not fit a standard product

Talk to Our Team

Describe the call you need to automate and what should happen before, during and after it. We can map the workflow, identify the integration points and show you a demo based on a relevant use case.

Specializing in Creating Customized IVRs, Voice, SMS, Chat and HIPAA Compliant Secure Message Applications