IVR, or Interactive Voice Response, is a technology that enables a computer to interact with humans through the use of voice and DTMF tones input via a keypad. In telecommunications, IVR allows customers to interact with a company’s host system via a telephone keypad or by speech recognition, after which services can be inquired about through the IVR dialogue.
IVR is used in a wide range of applications, from simple call routing to more complex functions like bill payments and account information retrieval. It's often used in call centers to automate the initial customer interaction. Businesses also use IVR systems to extend their business hours to 24/7 operation. The systems can handle large call volumes, and customer service agent can focus on more complex customer service tasks.
IVR technology is a telephony menu system that enables identification, segmentation and routing of callers to the most appropriate agent within your team.
IVR works by pre-recording voice prompts and programming the system to play these prompts in response to certain caller inputs.
Some of the popular software that provide IVR functionality includes Nextiva, RingCentral, and Talkdesk.
IVR systems can handle large call volumes, and route calls to the right department. They also allow businesses to provide support outside of normal business hours, and improve customer satisfaction by routing calls to the most qualified agent.
In conclusion, IVR is a crucial technology for businesses that deal with a large volume of calls. It not only helps in managing the calls but also enhances the customer experience.