Interactive Voice Response (IVR) is an automated system that uses recorded messages to guide callers through interactive menus. Callers choose from programmed options using Touch-Tone codes via their phone’s keypad.
Callers can receive critical information, perform transactions, or find the right person to assist – without having to speak to an agent. You can connect an IVR system to your contact center or omnichannel engagement hub to redirect customers to other low-cost channels, such as chat apps, and introduce other forms of automation, such as chatbots.
