Optimize your contact center with interactive voice response (IVR)

The ongoing global pandemic has led to an unprecedented increase in contact center traffic, prompting many call center owners and managers to turn to Interactive Voice Response (IVR) systems for assistance. IVR uses voice technology or DTMF tones via the keypad to allow humans and computers to interact, typically used to route incoming call traffic. With advancements in AI, voice recognition has become a more natural and efficient way of routing customers compared to traditional DTMF input methods. The benefits of an IVR system include providing out-of-hours coverage, advertising and informing customers while they wait, accurate customer routing, collecting necessary information for agents, and optimizing call queues. By staying on top of metrics, an IVR solution can significantly improve contact center efficiency and save time, effort, and money in the long run.