IVR, or interactive voice response, is a feature of automated commercial phone systems that engages callers and garner information by offering them options from a menu. The system then takes appropriate action in response to the caller’s voice response or keypad responses.
The IVR’s actions are determined by the caller’s selections, it may offer information or, if the situation is more complicated, direct callers to a human agent who can better meet their needs. If you’ve ever dialled a company phone number and were greeted by an automated system that then interacted with you by playing a pre-recorded message, you are already familiar with an IVR.
IVR is typically used by businesses or contact centers to route calls based on the selections the caller makes. It can decide through these options whether the caller wants to speak with the billing department, the technical support team, or just a live operator.
Additionally, information like promotions, updates, or other crucial details or instructions are given through it. One instance is to let callers know that their calls will be recorded and that they will be asked if they wish to continue.
Route your incoming calls with AdGear IVR Service for customer communication
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