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What is an IVR or Interactive Voice Response and how does it work?

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What is an IVR or Interactive Voice Response and how does it work?

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Features may What is an IVR or Interactive vary depending on What is an IVR or Interactive the implementation and specific needs of each company. The most What is an IVR or Interactive common are:

Options menus

These menus can have multiple levels so users can select the desired option using phone buttons or voice commands.

Voice recognition 

Some systems feature voice recognition so users can interact by speaking, rather than pressing buttons on the phone. This feature offers a more intuitive and convenient experience for users.

Call routing 

The IVR automatically routes calls. That is, it directs users to the appropriate departments or agents based on their needs or preferences. This helps streamline customer service and avoids unnecessary call transfers.

Integration with databases

The Interactive Voice Response system can connect to databases that record relevant data, such as customer account details or inventory. This allows the IVR to provide updated information and process inquiries in real time.

Personalization 

IVR systems can adapt to user needs and preferences through customization options. For example, a user may want to choose a service language or access a quick menu based on their previous call history.

Integration with other systems 

IVR systems often integrate with other business systems. One of the most effective integrations is with a CRM, ERP, and other more specific solutions like IVR in Teams , one of our specialties.

Reports and analysis

IVR systems generate reports and analytics that provide insight into call volume, wait times, usage patterns, and other valuable data. This helps businesses make informed decisions about system performance.

Please note that exact functionality varies depending on the implementation and specific needs of each organization.

Automated customer service 

IVR provides information during interactions without the need to speak directly to a human agent. Users receive answers to frequently asked questions about products or services and perform basic transactions, such as making payments or changing account settings.

 

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