What is Interactive Voice Response (IVR)?
Interactive Voice Response (IVR) is a telephone interaction system that uses voice and DTMF tones to communicate with the caller.
Interactive Voice Response (IVR) systems are used by businesses to automate phone calls and provide customer service and support. An IVR can be used for both inbound and outbound calling.
How Does Interactive Voice Response (IVR) Work?
Interactive Voice Response (IVR) systems work by playing pre-recorded audio messages to the caller and waiting for the caller to respond. The IVR system then routes the call based on the caller’s response.
IVR systems can be used for a variety of purposes, such as routing calls to the appropriate department or rep, taking customer information and order details, deploying surveys, and more.
What is an Example of IVR?
One common example of an IVR system is the phone menu you hear when calling your local bank. You are prompted to choose a number from the phone keypad in order to be routed to the correct department or directly connected with a rep.
IVR is common amongst a lot of the larger businesses that handle a large volume of incoming calls all the time.
What Are the Benefits of IVR?
An IVR system offers a wide range of benefits to businesses, including improved customer service and support, enhanced productivity and operational efficiency, greater scalability and flexibility, and more.
Some other key benefits of an IVR include quickly routing calls to the appropriate department or rep, reduced wait times for callers, automated surveys and information collection, and more.