IVR (interactive voice response) is a process of automatically interacting with a caller through providing audio prompts to request information and storing responses from the caller.
Interactive voice response offers
- Call routing to the appropriate person, agent, or department based on touch-tone or speech input
- Indentifies / authenticates callers and delivers relevant information to the screen of the agent who will be handling the call (screen-pops)
- Provides the caller with a self-service option
IVR – A Closer Look
IVR is an automated telephony system that interacts with callers. It gathers information, looks up information, and routes calls to the right recipient. IVR systems let your customers get information or assistance quickly using only their voice or telephone keypad.