What is IVR, and What Are the 6 Advantages of Using One in Your Call Center?
Everyone knows the beautiful voice that tells us “Press 1 for sales,” yet many managers, entrepreneurs and CEOs do not grasp how good this simple instrument will be for their business. In this blog, we explain what IVR software is and how your customer experience can benefit from it. What Is IVR? Incoming callers can obtain information via a voice response system of pre-recorded instructions without speaking to an agent, as well as use menu options via touch tone keypad selection or speech recognition to direct their call to certain departments or specialists. A well-designed IVR software solution can enhance contact centre operations and KPIs while also increasing customer happiness. An efficient interactive voice response system can assist customers locate answers and do simple activities on their own, especially during times of heavy call volume. When a customer requires or requests to speak with a person, IVR technology can help route calls to the right call centre agent to handl