What Is Interactive Voice Response (IVR)?
Interactive voice response (IVR) is an automated system that enables callers to access information from pre-recorded messages or options. An IVR enables contact centers to automatically route calls, or resolve simple issues, by having callers choose or state the option that best suits their needs. Advanced IVRs use natural language processing and speech recognition to use conversation rather than touch tone dialing.
Benefits of an IVR
Call center and contact center customers benefit from IVRs in several ways:
Speeds up call routing as callers choose from a selection of options, or state their need
Enables self-service options, as recorded IVR messages can direct callers to knowledge base or other resources
Reduces wait times and improves self-service resolution rates
