Integrated IVR

IVR (or Integrated Voice Response) uses a combination of pre-recorded responses with keypad and voice recognition input to harvest customer information and route calls to the correct department for efficient customer service

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Increase efficiency

IVR system dialogues with customers who don’t require to speak to a customer service representative

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Customer continuity

Able to route through to customer service representative if needed, armed with customer data and context of their call

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Eliminate keypad restraints

Voice recognition allows customers to choose custom options, meaning they’re not limited to keypad menu responses

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Outbound applications

IVR also has outbound call applications, and is used for the likes of polls, surveys and appointment reminders as a small example

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