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What is Interactive Voice Response (IVR)?

Frequently Asked Questions

What is Interactive Voice Response (IVR)?

Interactive Voice Response (IVR) is an automated telephony system that interacts with callers, gathers information, and routes calls to the appropriate recipient or service, using pre-recorded audio prompts and voice commands or keypad input from the caller.

Interactive Voice Response (IVR) systems offer multiple benefits, including efficient call routing to the right department, 24/7 availability for customer inquiries, quick self-service options, reduced call abandonment rates, personalized service through caller data utilization, cost savings due to task automation, scalability for businesses of all sizes, consistent service delivery, data collection for insights into customer behavior, priority handling of urgent matters, decreased agent workload, language and localization options, integration with CRM systems for seamless interactions, appointment scheduling convenience, and guided troubleshooting for faster problem resolution. Overall, IVR enhances customer service efficiency, accessibility, and satisfaction while saving costs and improving operational effectiveness.

What is Interactive Voice Response (IVR)? faq - Select Call Centre

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