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The full form of IVR is Interactive Voice Response. The term has roles in various industries including customer service, call centers, and telecommunications. IVR is an automated telephony system that interacts with callers, gathers information, and directs them to the appropriate department or resource. It’s a technology that has revolutionized customer service and call centers by providing a convenient, efficient, and cost-effective way to handle customer inquiries and routing calls. In this article, we will delve deeper into the full form of IVR, its functioning, and its applications
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How does IVR Work?
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IVR systems use computer-generated menus and voice prompts to guide callers through a series of options, allowing them to interact via touch-tone keypad inputs or voice commands. These prompts often begin with phrases like “Press 1 for sales,” “Press 2 for support,” or “Speak your query after the beep.”
The IVR system processes the input received from callers and routes them accordingly. It may connect the call to a live agent, play pre-recorded messages, or provide self-service options such as checking account balances, making payments, or accessing personalized information.
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Advantages of IVR
IVR is renowned for its improved efficiency, cost savings, 24/7 availability, and providing personalized services. The other advantages of IVR include:
1. Customer Service – IVR systems are widely used in customer service departments to handle a large volume of incoming calls efficiently.
2. Call Routing – In call centers, by gathering preliminary information from callers, the IVR system can direct them to the most suitable agent or department.
3. Surveys and Feedback – Through automated calls, businesses can collect valuable data and insights to make informed decisions regarding product improvements, customer preferences, and service quality.
4. Transaction Processing – IVR systems enable customers to complete transactions without requiring assistance from an agent.
5. Outbound Notifications – Apart from handling inbound calls, IVR can also be used for outbound notifications.
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