What is IVR and How Interactive Voice Response Works
"IVR (Interactive Voice Response) is an automated telephony system that enables callers to interact with a business through pre-recorded voice menus and keypad inputs (or voice commands). It helps route calls to the appropriate department, provide self-service options like balance checks or order tracking, and operate 24/7 without the need for human agents. IVR systems improve customer experience, reduce wait times, and lower operational costs by handling large call volumes efficiently.
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Top Key Features of IVR (Interactive Voice Response) Systems
Automated Call Routing
IVR directs callers to the appropriate department or agent based on their input, reducing wait times and improving service efficiency.
Self-Service Functionality
Customers can access information or perform actions (like checking account balance or booking appointments) without speaking to a live agent.
Multi-Language Support
IVR systems can present menus in several languages, allowing them to serve a wider range of customers from different language backgrounds.
24/7 Availability
Operates around the clock, allowing businesses to provide support and information even outside normal working hours.
Customizable Menus
Businesses can design the IVR menu to match their specific needs, offering tailored options and updates as services evolve.
