Interactive Voice Response (IVR)
The Interactive Voice Response (IVR) is the most cost effective and advanced feature of today’s technology. An IVR is an automated phone system which allows the user to interact with a programmed computer. The programmed system would provide the required details to the customer or else would connect the customer to the right department to resolve their issue. This saves a lot of time and money for both the customer and businesses
Now all customer facing industry have switched its traditional telephonic services to the IVR. Be it large scale industries or small scale, they have all adopted the IVR technology because it is cost effective. Before the advancement of technology, there would be a person assigned to pick up the phone and they would transfer the call to the concerned department but now the most common use of the IVR is that it routes the calls to the right department without the help of human operators. Nobody would want to spend loads of money on human operators when they can replace it by spending just a little on an IVR.
IVR system would typically have a welcome message followed by a menu of options. The menu options would contain the department that the caller is trying to reach out to. On pressing the
options the call gets routed to the right department or to the team that can resolve the issue for the customer. The IVR menu does not always end with an agent at the end of the options, complex IVR’s system take the customers to another set of menu options based on the options
