Interactive Voice Response

 Most people are not familiar with what "IVR" is. This common acronym stands for Interactive Voice Response. It is an automated phone system that is used by many businesses to answer incoming calls. It is one of the most useful tools especially when an outbound call is answered, it will provide a recorded message with options and information for the caller. Callers can easily input their responses through their phones. The IVR system will automatically transfer the call to an agent.


IVR was developed by Steven Schmidt in 1973. IVR has become a necessity for almost every business as it helps to maintain good customer relationships while answering the call with an automated voice message prior to when the agent picks up the call. It is often the first interaction between a caller and an organization when calling into a call center. Many of the good call centers around the world have the IVR system integrated with the CRM. 


IVR is a very useful tool for call centers. It gives businesses options to their callers to self-serve and leaves automated messages. It is effectively being used in the hospitals as well. In times of high demand due to emergencies, the IVR service feature can support the call center by easing the burden on the agent. 

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