Glossary
Automated Attendant (AA) is a tool that offers basic self-service options and call transferring for inbound callers by using the DTMF technology, which means callers can choose the needed path to a separate department by pressing exact button on their phone. Automated attendants are basic type of the IVR system.
Auto attendant is often confused with the IVR (Interactive Voice Response) system, because it works quite the same. Nonetheless, they aren’t the same systems. Auto attendant is a kind of gatekeeper, but if it had beed an automated system. Auto attendant can only offer an option to choose which department a caller wants to call to, while IVR system can gather customer information, exchange this data with other systems, use Natural Language Processing (NLP) via voice recognition,send automated calls, and provide advanced self-service. Auto attendant is an affordable option for small business which uses basic phone systems, like PBX software, to save some money. Nonetheless, capabilities of auto attendant system are very limited, especially in a case of call queue management.
These systems use pre-recorded voice prompts or menus to guide callers to the appropriate department, extension, or information they need, allowing for efficient call handling and directing incoming calls without the need for a live receptionist or operator.
An Automated Attendant is an efficient and cost-effective solution for businesses of all sizes. It ensures that callers are promptly and professionally greeted, even during high-volume periods or after-hours. It also reduces the workload on your staff by efficiently routing calls, freeing them up to focus on other tasks.
When a caller dials your business number, the Automated Attendant answers the call and plays a pre-recorded greeting message. The caller is then presented with a menu of options, such as pressing a number for a specific department or extension, or using voice commands to navigate the system. The Automated Attendant then routes the call accordingly.
Absolutely! Most Automated Attendant systems allow you to customize the greeting message and menu options to suit your business needs. You can record your own greetings, set up different menu options for different departments or services, and even offer multi-language support.
Some of the key benefits of using an Automated Attendant include:
Most modern Automated Attendant systems are user-friendly and easy to set up and maintain. Many providers offer cloud-based solutions that can be quickly deployed and managed through an online portal or mobile app. Regular maintenance is minimal, and updates or changes to the system can be made easily and remotely.
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