Interactive Voice Response (IVR)
The Interactive Voice Response (IVR) is an innovative automated phone system technology that provides customer service to aid them in providing solutions to basic concerns via selected preprogrammed voice responses. When concerns or issues are more advanced and need technical expertise, calls can be routed to respective agents or technical experts.
This technology is critical when assigning priority calls, and on peak call seasons. Urgent, high-value calls are assigned to agents while calls made to the front desk are routed via IVR.