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What is Interactive Voice Response (IVR)?

Interactive Voice Response (IVR) is an automated phone system technology that allows callers to access information through a voice response system with pre-recorded messages without talking to an agent, and to call them through menu options through keypad selections or voice recognition Route to a specific department or specialist.

A well designed IVR software system can help increase customer satisfaction and improve contact center operations and KPIs. Especially during times of high call volume, an effective interactive voice response system can help avoid wait times by helping customers find answers and perform simple tasks on their own. In cases where a customer needs or requests to speak to someone, IVR technology can help route calls quickly and seamlessly to the best call center agent to resolve their query.