What is Interactive Voice Response (IVR) Software?
Interactive Voice Response (IVR) Software is a staple of inbound contact centers. They enable callers to complete tasks over the phone, either automated through numerical keypad inputs or through voice response.
IVR software is used to help drive greater efficiency out of call centers and is often paired with customer relationship management (CRM) software.
IVR systems offer specialized functionality depending on the business and can free up call center agents to deal with more intensive and value-additive support tasks.
These tools provide two basic functionalities:
1. Callers can self-service through automated menus that enable customers to get the information they need without needing to speak to support representatives or wait on hold.
2. IVR is often integrated with automated call distribution systems. This helps route customers to specialized support agents who are better equipped to provide assistance to their particular inquiry if their needs can’t be met by the system’s inbuilt automation features.
ACD systems place calls in a queue until a support rep is available to handle customer requests. Calls can also be routed to agents on the basis of skill specialization or performance metrics.