IVR (Interactive Voice Response) is a technology that answers incoming phone calls and allows callers to interact with a system before being connected to a human agent. This interaction happens through keypad input or voice commands.
IVR is commonly used as the first point of contact in customer service, where it automatically directs calls to the appropriate department or function. The system can also provide information directly—such as opening hours, account balances, service disruptions, or answers to frequently asked questions. If the issue requires human assistance, the IVR helps determine who within the organization is best suited to handle the inquiry.
IVR is widely used by companies and organizations that want to streamline their phone operations and offer customers quick access to basic services. By using IVR, you can handle more calls simultaneously, reduce wait times, and create a more professional impression. It's a smart step toward improving the customer experience and making telephony more efficient!
