Interactive Voice Response (IVR)

Interactive Voice Response (IVR) is a self-service system that enables callers to navigate voice prompts using their telephone keypad or voice command to navigate menus to obtain information or process a transaction.

Benefits

• Calls are answered on the first ring
• Most calls can be systematically processed, freeing support staff to focus on non-typical requests 
• Callers may be serviced 24-hours a day
• Satisfaction levels for both callers and support staff typically increases 
• Multilingual support is easily facilitated
• Applications can be developed to respond to touchtone, voice recognition, or both.

Process

• Applications are developed to customer specific business needs.
• The system can retrieve and verify user specific information.
• Callers unable to complete self-service requests can be transferred to the call center with a user specific screen pop to the call center agent.