What is an IVR (Interactive Voice Response)?
MARCH 29, 2019
At the simplest level, an IVR (Interactive Voice Response) is an automated interface that allows you to interact with callers to gather data, and potentially resolve an issue without having to direct that caller to an agent. Why should you use an IVR in your contact center? Some core advantages of an IVR in a contact center environment include: . This shortens call handle times and frees up agent resources to handle more complex interactions.