IVR self service application

The IVR: An automated telephone information system that speaks to the caller with a combination of fixed voice menus and data extracted from databases in real time. The IVR can be used as a self service application by providing information to callers and routing as many calls as possible away from costly human agents.

Benefits

• Provides callers with automated access to information
• Intelligent speech recognition and routing based on DTMF information
• Database integration and contact routing
• More efficient routing of customer calls to the appropriately skilled agent
• End-to-end call activity reporting