Generally, three types of IVRs are used in every call center:
Self- service IVR: Also called Auto-attendant, Self-service IVR is an automated voice that identifies callers and resolves their queries without any human intervention. Calls are transferred to live agents only when the caller is unable to find the information that he requires.
Agent assisted IVR: In Agent assisted IVR, the agent pre-records the phrases to initiate a dialogue with the customer. This keeps a customer's frustration at bay that often occurs out of the complex menu options. This type of IVR is generally helpful in the process of operational cost optimization.
Hosted IVR: Hosted IVR is an IVR solution that is installed on a hosted software platform that can be accessed through the internet. This type of IVR is used in organizations that provide 24×7 customer support services.