Interactive Voice Response (IVR) is an automated answering system allowing inbound callers to select their preferences before being connected to a contact center agent.
Callers can often select their option on their phone’s keypad, but more advanced IVR systems include voice recognition and AI (artificial intelligence).
There are multiple benefits to adopting an IVR system. Besides helping your contact center to handle more incoming calls per agent, IVR can easily redirect customers to the relevant department – therefore increasing agility and improving customer experience. Furthermore, an automated phone response allows your business to be available 24/7 at a reduced cost.