What is an IVR or Interactive Voice Response service?
IVR, or Interactive Voice Response, is a telephony technology that allows callers to interact with an automated telephone system through voice or touch-tone keyboard inputs. IVR systems are typically used in customer service and sales environments to provide a self-service option for callers and route calls to the appropriate department or agent.
IVR systems typically include the following components:
Menu options: Callers are presented with a menu of options from which they can select using voice or keyboard inputs. The menu can be customized based on the caller's needs or previous interactions with the system.
Call routing: IVR systems can be programmed to route calls to the appropriate department or agent based on caller input or other criteria such as the time of day or the caller's location.
Information Collection: IVR systems may collect information from callers, such as their account number or reason for calling, which can be used to streamline the call handling process and provide a more personalized experience.
Integration with other systems: IVR systems can be integrated with other systems such as customer relationship management (CRM) or billing systems to provide a seamless experience for callers and agents.
Reporting and analytics: IVR systems can provide data and analytics on call volume, call duration, and other metrics that can be used to optimize the system and improve customer service.
Overall, IVR systems provide a cost-effective and efficient way to handle high volumes of calls and provide a better experience for callers by reducing wait times and providing self-service options.