This term stands for interactive voice response. It is a technology that makes it possible for users to interact with computers using their voice or DTMF (dual-tone multi-frequency) signaling featured in a device’s keypad.
The concept of interactive voice response is widely used in call centers that deal with a large number of calls. This system allows call centers to provide excellent customer experience. Also, it helps reduce the number of human reps needed to address certain basic needs of a customer.
With the help of this system, users can:
Handle simple tasks without having to connect with a rep;
Share critical data with businesses;
Guide themselves to the right sales rep.
The biggest benefit offered by IVR is that it saves time for human reps by outsourcing basic tasks to this technology. Respectively, sales reps can then focus on solving more complex customer issues.