What it is and how it works

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When it comes to customer service, we must remember how important the topic is, including why, who wants to improve the relationship with their customers has to serve them efficiently on all channels, including telephony. You've probably heard of IVR. It is very possible that you have had contact, at least once, with this technology. But shouldn't you use it in your company? That is what we want to answer you. In addition to showing what IVR is, we separate a list of advantages of this technology for your company. What is IVR? IVR is the acronym for interactive voice response. The term comes from the English IVR, Interactive Voice Response. This function is also popularly known as electronic operator, widely used in call centers.

Basically, its main function is to automate customer service and streamline internal processes. You've probably already contacted a call center and gotten a recording instead of speaking to a person. How does IVR work? The IVR is specific hardware installed in the telephone system, in addition to predetermined software to perform Special Data previously defined tasks. Depending on the type installed, it can recognize both the user's speech and dialing through the keys of a landline or cell phone. Using IVR, when the customer contacts your company, they are directed directly to the specific sector and extension they need to speak with.



In addition, it is possible to choose the best position and by recognizing the numbers entered, the system automatically directs the call to the desired extension. Or, it is forwarded to a customer service queue until a line is available to answer. With improvements to the service, it is now possible for the IVR to recognize keywords in the user's speech. Making the interaction much faster, since it is no longer necessary to select the options manually. However, regardless of whether you use a typing or voice recognition IVR, the important thing is to use it in your company. What are the advantages of IVR for customer service? After all, what are the advantages of using IVR for customer service? We separate the benefits of this system for the company and for customers.