The Interactive Voice Response system is a great way to complement your existing call or contact center services by automating many of the tasks that are currently performed live by agents, such as routing calls and taking messages.
The main contact center features available with Interactive Voice Response Systems are: automatic call distribution (ACD), skill-based or time-based routing, call queue, and call routing.
All these features help create a more efficient process for incoming calls. Hence, businesses can improve their overall level of customer service while also reducing operational costs.