IVR Routes Calls.
Lyngo Answers Them

IVR (Interactive Voice Response) is a phone system that plays pre-recorded menus and asks callers to press buttons to navigate. 'Press 1 for appointments, press 2 for billing.' It routes calls but cannot book appointments, answer questions, or handle patient enquiries.

IVR is useful for high-volume call centres where routing is the primary need. For clinics, it can direct callers to the right department. However, most allied health and small-to-medium clinics don't have multiple departments. They need calls answered and appointments booked, not routed.

An AI receptionist like Lyngo has a natural conversation with the caller. It answers patient questions, books appointments directly into your practice management software (Cliniko, Nookal, PracSuite), handles reschedules, and escalates urgent calls. IVR can only route calls to extensions or voicemail.

Basic IVR systems can be cheaper upfront, but they don't reduce your staffing needs. You still need someone to answer the routed call. Lyngo handles the entire interaction from $139 AUD/month, often reducing the need for additional reception staff or after-hours call services.

Yes. Many clinics forward their IVR overflow or after-hours calls to Lyngo. When the IVR can't handle a call or when no staff are available, Lyngo picks up and handles it fully, booking appointments and answering questions.

Research consistently shows patients dislike phone trees. They want to speak to someone (or something) that understands their request. Lyngo has a natural conversation rather than asking callers to press buttons, resulting in higher patient satisfaction and fewer abandoned calls.