EV IVR is reducing calls to hotel agents by over 50%, helping improve the services offered to guests whilst reducing costs


Evolution Voice Intelligent IVR is changing the way Hotels deal with regular guest enquiries, reducing calls to agents by over half as well as dealing with guest queries much quicker.

Recent studies show that adding an IVR agent to answer internal calls that would normally route to AYS, will reduce the number of calls by up to 50% with the IVR answering questions related to:

  • Breakfast times
  • Check out times
  • Weather
  • Room Service
  • Restaurant queries
  • Bus/Airport Transfers
  • Directions to airport

Utilising an IVR will reduce wait times and abandoned calls, therefore, providing your customers with a superior service

The IVR can also answer external calls and replace any existing auto attendant that may be in place. Calls can be answered and routed in the usual way, further reducing the workload on agents.


Benefits of EV IVR

Watch our short video which explains the benefits of EVOLUTION Voice IVR

Case Study

The following report summarizes the data collected after the installation of the new IVR system at the London Marriott Heathrow. The statistics show that nearly 40% of the inbound calls were handled by the Automated ‘Virtual Agents’ within the IVR, these are guests that were able to get the information they required through the automated system and not speak to agent/receptionist. The reduction in calls to the reception team has driven down both the average wait time and missed call volume by nearly 50%.

Before IVR Installation After IVR Installation
711 abandoned calls 511 abandoned calls (28% decrease)
2:00 minute maximum wait time 1:05 minute maximum wait time (46% decrease)
Average wait time of 20 seconds Average wait time of 12 seconds (40% decrease)


The IVR at this hotel is now in production and the hotel chain is considering installing it in a centralized fashion to cover multiple brands at its many locations in the greater London area.

EV IVR Highlights

Features include:

  • Wait Times Reduced
  • Abandoned Calls Reduced
  • Guest calls dealt with more efficiently
  • Cost Saving

  • Staff Utilisation Efficiencies
  • Customer can create their own IVR

  • Guest query analytics
  • Increased call handling capacity
  • Enhanced Guest Experience

Let us help you

Thinking about installing an IVR  but not sure what the options are?

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Get in Touch

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