What Is IVR?
IVR refers to Interactive Voice Response. IVR is a type of self-service that allows your customers to dictate where they want to go on their journey based on a touch-tone keypad or voice recognition response system that mimics human language using artificial intelligence, or AI, speech recognition software.  IVR uses conversational intelligence to communicate with customers and direct them on their journey using prompts.  The true benefit of IVR systems is that if it cannot solve a customer’s question, it will route the customer to a knowledgeable and qualified agent. Plus, it can effortlessly handle incoming calls or inbound calls and high-volume calls easily.  IVR can create a transcription of audio content, which is transferred over to the cloud, a database, or a customer’s email.  Several call features when implementing IVR, include: faster first contact resolution (FCR), faster routing, and increased CX. IVR systems for a call center improve overall customer satisfaction, reduce operational costs, and dramatically improve agent productivity.