IVR contact centre technology gives organizations options for their callers to self-serve and leave messages. Support for Busy Times and Disaster Recovery Intelligent routing that is optimized for your customer journey can lower abandon rates, reduce queue times for calls, and provide tailored callback options for times of particularly high call volume. This means that calls can automatically be directed to the last consultant spoken to, VIP callers can be placed at the front of the calling queue, or calls can be directed to a specific consultant that speaks a particular language – the options are endless. When linked to your CRM, IVR technology can intelligently route calls based on the caller’s telephone number. A well-tuned IVR can provide a number of benefits for the call centre. The IVR system will then transfer the call via call routing to either an agent or self-serve application.Īn IVR is often the first interaction between a caller and an organization when calling into a call centre, therefore it can influence the caller’s perception through its tone of voice and ease of use.Īn effective call centre has the IVR integrated with the CRM and other contact centre systems.
IVR is an automated system generally used by contact centres that answers incoming calls and then provides a recorded message with options for the caller.Ĭallers can input their response via their telephone keypad (touch-tone) or using voice commands. Some people new to the contact centre industry might be wondering ‘what does IVR stand for?’ This common acronym stands for interactive voice response. Noble Systems introduce us to the basics of IVR before naming the top benefits of having an intelligent IVR.