IVR Business Applications

An IVR (Interactive Voice Response) Contact Center is one that utilizes an IVR system to handle incoming calls from customers. IVR systems within a contact center are designed to provide self-service options to callers and/or route calls to live agents.

For the past few years, IVR (Interactive Voice Response) has been getting a really bad wrap for mediocre implementation results, as organizations push the technology to the limit, on unfulfilled promises from vendors and, in efforts to cut costs from handling calls from customers.

If you really want to make a positive change in the perception your clients have when they call-in to your company's IVR you have to listen to them carefully.