WHAT IS INTERACTIVE VOICE RESPONSE (IVR)
Interactive Voice Response (IVR) is a self-service technology that allows customers to interact with a contact center through a touch tone keypad or voice input without the aid of a live agent. An IVR system enables customers to solve basic problems or answer basic inquiries on their own.
Integrating an IVR solution into your contact center system allows your customers to receive quicker, better service. Customers can easily find the status of a shipment, follow-up on an existing order, or request an agent depending on their specific needs. IVR systems increase customer satisfaction, customer service efficiency, reduce operational costs and boosts agent productivity.