What does IVR stand for?
IVR stands for Interactive Voice Response and is a product of cloud telephony technology. It interacts with customers calling on your IVR number, collects the needed information and routes the calls to the appropriate executive. With IVR solution, your caller can communicate and convey their message by using the touch-tone keypad selection and their call will be forwarded to the mapped number behind that keypad selection.
What is the purpose of IVR?
The entire purpose of IVR is to bring automation and simplification to customer call handling and eliminate the manual involvement of your team spent in call handling. Besides reducing the manual effort of your executives, the purpose of IVR is also to enable your business to provide top-notch customer experience. It helps you ensure faster on-call resolution to your customers and assures minimal chances of missing any business call.
What is an IVR call?
An IVR call is an on-call connection established between the caller and your executive. The IVR call works on cloud telephony features such as call routing, tracking, and recording. The IVR call details are updated in real-time on an online panel and there are several options to choose from as a response to the IVR call. It could be call routing or a pre-defined voice message could be played basis the caller’s selection in IVR menu.
The call is placed on your IVR number and your callers are greeted with a pre-defined voice greeting.
IVR menu is played and your caller can select the option as per their query in the keypad menu.
Basis the selection, call is forwarded to the concerned executive’s number mapped behind the selected menu.
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