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
Increase efficiency
IVR system dialogues with customers who don’t require to speak to a customer service representative
Customer continuity
Able to route through to customer service representative if needed, armed with customer data and context of their call
Eliminate keypad restraints
Voice recognition allows customers to choose custom options, meaning they’re not limited to keypad menu responses
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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