Increase self-service rates with Interactive Voice Response
Interactive voice response (IVR) is a basic technology that allows human-machine interaction. While customers interact with IVR systems by speaking or dialing; IVR interacts with customers via prerecorded or dynamically generated audio.
IVR technology allows customers to navigate a call center menu and complete various transactions. Using IVR systems increases self-service rates which result in incoming calls, lower operational costs, and increased productivity.
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Enhanced Customer Service
IVR offers services 24/7. This means customers can use these systems at any time of their convenience and get the service they need. IVR contributes to a personalized experience by addressing a customer by name. So, IVR enhances customer experience through practical self-service and personalized messages.
IVR offers an effective call routing solution without the need for a live agent. Since customers can self-serve through IVR, organizations’ dependency on live agents decreases. This means lower operational costs and higher efficiency for organizations.
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