What is the Interactive Voice Response (IVR) and what are its benefits?

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This post answers the question: 'what is the Interactive Voice Response (IVR) and what are its benefits?'. Please see below for details.

We are all familiar with that lovely voice telling us to 'Press one for English', but many managers, entrepreneurs and CEOs don’t understand the value that this simple tool will bring to their company. In this post, we explain what IVR software is and how it can benefit your contact center customer experience.


An IVR (Interactive Voice Response) is a telephone technology. This system works through recordings and the telephone keys.  In telecommunications, IVR allows customers to interact with a company’s host system via a telephone keypad or by speech recognition, after which services can be inquired about via the IVR dialogue. IVR systems can respond with pre-recorded or dynamically generated audio to further direct users on how to proceed. The IVR systems deployed in the network are sized to handle large call volumes and also used for outbound calling, as IVR systems are more intelligent than many predictive dialer systems.



The benefits of this system are several:

IVR Obtain help at any time:

It allows customer service to be provided 24 hours a day, seven days a week.

IVRReduce the waiting duration:

It saves time for the user of this system, reducing waiting time and transferring with the right Agent.

IVRHigher efficiency:

It improves the business efficiency and performance of your Agents, as well as your customers will be more satisfied thanks to this system that automates and streamlines their procedures.

For more information, you can see the video: Customizing IVR Voice Files.

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