Interactive Voice Response (IVR)

 

What is Interactive Voice Response (IVR)?

Interactive Voice Response (IVR) is an automated phone system technology that allows incoming callers to access information via a voice response system of pre recorded messages without having to speak to an agent, as well as to utilize menu options via touch tone keypad selection or speech recognition to have their call routed to specific departments or specialists.

A well designed IVR software system can help increase customer satisfaction and improve contact center operations and KPIs. Particularly during times of high call volume, an effective interactive voice response system can help avoid hold time by helping customers find answers and perform simple tasks themselves. In cases where a customer needs or requests to speak with a person, ivr technology can help route calls quickly and seamlessly to the best call center agent to address their inquiry.

Conversational IVR and Natural Language IVR: Poorly designed and outdated interactive voice response systems can be frustrating because customers feel that the IVR menu design does not match what they need. In this article, learn how advances in conversational and natural language IVR technologies are helping to modernize voice customer service and improve customer experiences.