IVR

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Interactive voice response

Interactive voice response, or IVR, is an automated telephone system that combines pre-recorded messages or text-to-speech technology with a dual-tone multi-frequency (DTMF) interface to engage callers, allowing them to provide and access information without a live agent. If the IVR system cannot retrieve the information that the caller is looking for, the programmed menu options can assist in routing callers to the appropriate representative for help. By integrating computer and telephony technologies, IVR software can improve call flow and reduce wait times, increasing overall customer satisfaction.

The benefits of interactive voice response

IVR technology give businesses a competitive edge and advance their automation efforts. Some key benefits include:

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Efficient call routing

IVR solutions reduce wait times and boost first-contact resolutions by routing calls to the proper call-center agent after gathering pertinent information from a particular caller.

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Lower operational costs

IVR systems offer amazing financial efficiency. They can increase access to information during off-peak times of the day, such as nights, weekends, and holidays. They also help customer service representatives handle high call volumes.

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Increased security

To add a layer of security, some IVR systems use voice recognition technology to confirm a person's identity. Especially sensitive personal information, such as social security and phone numbers, checking and savings account numbers, and lab test results from doctor visits, can be helpful in this way.

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Error Reduction

IVR systems, when implemented properly, can decrease errors in the customer service process because they don't rely on a human customer service representative to take notes and properly route incoming calls.

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