What Does IVR Stand for in Call Centers?
An IVR refers to an interactive voice response system, used by companies to provide automated options to customers when they phone the business or customer support. An IVR offers a pre-recorded message with touch-tone or voice response options to select where the customer would like the call to be routed. IVRs are commonly used to triage phone calls and as a first step in self-service customer care.
Benefits of an IVR
Contact centers and businesses experience several benefits from IVRs:
Improves call routing accuracy
Automates messages and directs customers to the right department
Automates and scales call answering
When connected to an intelligent virtual agent, provides self-service resolution
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