Interactive Voice Response (IVR) is an essential feature for any contact center to lower operational costs and improve agent productivity. IVR gathers required information of an incoming caller to route the caller to an appropriate route.
To utilize IVR, callers can use their phone touch tone keypads to select a route that fits their needs the most, thus providing a self-service option. These interactions direct and route callers automatically to reduce the number of live operators required to communicate with callers about their purposes for calling.
When a caller makes a call, the IVR answers with a pre-recorded message that offers options from a set menu that a caller can choose from. Services are numbered on the touch tone keypads. For example, pressing number one on the keypad routes the caller to customer support.