Supportsoft Glossary

Automating Call Routing with Interactive Voice Response

 Interactive Voice Response (IVR) systems manage telephone calls automatically by leading the callers through the voice instructions. In IT and ITES call centres, IVR makes the process faster and easier, which results in shorter waiting times.

Depending on the input, IVR will connect calls and send customers to the appropriate department or give out the right information. Moreover, it can also let the customers do some of the regular requests by themselves.

A well-designed IVR is always simple and easy to understand. Complicated menus can annoy callers.

IVR together with human support is a good option for expanding services and keeping service quality uniform.