Definition: Contact center IVR (Interactive Voice Response) is an automated telephony system used in call centers that enables customers to interact with a company’s phone system through voice commands or by pressing specific keys on their phone’s keypad. IVR systems objective is to route callers to the appropriate department or agent by presenting a series of pre-recorded menu options to choose from. Routing to the wrong agent in a contact center is a common problem, addressed in this e-book.
Why is Contact Center IVR Important?
IVR can significantly improve the contact center experience by reducing wait times, improving call routing, and enabling self-service options.
How to Measure the Effectiveness of Contact Center IVR?
The effectiveness of Contact Center IVR can be measured using metrics like first call resolution, customer satisfaction, and average handling time.
How to Improve Contact Center IVR?
Regularly updating the IVR scripts, training the AI with more data, and using advanced AI solutions like OpenQuestion can enhance the effectiveness of Contact Center IVR.
Enhancing Contact Center IVR with OpenQuestion
OpenQuestion uses advanced AI techniques to understand customer needs and route calls efficiently, improving the IVR experience and reducing handling time.