What Is Interactive Voice Response (IVR)?
Interactive Voice Response (IVR) technology is a phone-based customer self-service system by which customers can get information and perform basic functions through the phone system without the aid of a live agent. IVR is often used for such purposes as checking an account balance, making a payment, or resetting a pin number.
One of the pitfalls of IVR is that it can confuse customers, who then choose to bypass the automated system. However, with Five9, it is easy to design an intuitive self-service system that utilizes Five9’s advanced voice recognition technology, helping your customers solve problems faster, freeing up time for your agents to focus on higher-value interactions, and boosting your customer satisfaction scores.