Many organizations have adopted Interactive Voice Response (IVR) to improve the quality and reduce the cost of customer service. This technology provides a number of benefits including automated prioritization of calls, call routing, call volume management, limited self-service, and reduced operating expense. However, due to the limited input capabilities (touchtone and poor voice recognition), IVR has a vast number of limitations for servicing a customer effectively.
IVR provides customers with an efficient way of connecting with your call agent. It increases customer’s satisfaction as customers no longer have to wait for the call to pass through multiple agents. IVR automatically gathers pertinent data and ensures a caller doesn’t have to repeat their inquiry multiple times.