IVR is a technology that allows communication between humans and a phone system through the use of Dual tone multi frequency (DTMF) tones. In simple terms when you call a number and instead of a human voice it is a voice of a system. The automated voice that we hear on the phone that provides direction to the caller is termed as IVR. For an example, the voice that you hear when you call a customer service executive of your mobile operator. The voice will initially instruct you to opt for certain options through the keypad and it will solve your queries through a series of steps which needs to be followed by the caller. Even if the customer’s queries are not solved through this medium then there is an option where the IVR directs you to a live agent.
More and more companies are opting for this method of interaction with its customers because it provides ample benefits which can be listed as:Continue reading