IVR (Interactive Voice Response)

An IVR enables callers to access information through a set of pre-recorded messages, without having to speak to a live agent. IVRs are used to authenticate customers, automate tasks and provide intelligent call routing. The technology allows a computer to interact with humans through the use of voice (speech recognition) and telephone keypad and route calls to specific departments or specialists.

The main benefit of an IVR is to reduce pressure and costs on a call center by answering routine questions prior to the customer talking to an agent. An agent phone call is more expensive than an automated call, so reducing average handling times (AHT) vastly reduces costs. IVRs also reduce call queues and wait times as agents become available quicker, therefore improving efficiency.

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