IVR

IVR (interactive voice response) system is telephony software technology that works as a virtual receptionist for your call center. It also interacts with customers through interactive menus and collects necessary data. After processing the information, the system forwards the customer’s calls to the call center agent best suited for their needs.

An IVR system typically plays a recorded greeting for the caller, announces the menu options, and then either connects the caller with the most qualified or issue-related agent, transfers them to a queue, or facilitates the self-service action, such as providing an account balance or operating hours. On their part, callers respond to the IVR system’s menu prompts by pressing the numbers on their phone’s keypad or by simply speaking the responses.

Every call center should use IVR System for the following reasons:

• Improve service quality by enabling a self-service portal
• Reduce resource cost
• Increase inbound calls
• Increase customer engagement
• Provide support in busy time
• Measure and monitor customer satisfaction