IVR or Interactive voice response is working a automated phone system feature that is interacts with callers and gathers information by giving them choices via a menu options. It is performs actions based on the answers of the caller through the telephone keypad or their voice response. The answer of the caller decide the actions of the IVR — it can provide information or, if the issue is more complex, route calls to a human agent who can better handle the clients needs. If you called any business phone number and you got answered by an automated greeting, which proceeded to interact with you via some pre-recorded message, then you know what is an IVR.
- Generically, IVRs are utilized by companies or contact centers to path calls supported the solution made by the caller.
- Traditionally, it absolutely was only accustomed organize call queues of call centers.
- . IVR systems, however, have come an extended way since they were first developed and are now often used for automation of easy processes to produce self-service options to callers.