The IVR Playbook, Your Guide to Choosing, Designing, Developing, and Delivering an IVR Platform That Ensure a Great Customer Experience
Title : The IVR Playbook, Your Guide to Choosing, Designing, Developing, and Delivering an IVR Platform That Ensure a Great Customer Experience Edition : Year : 2017 Authors : Genesys Publisher : Genesys Preface What is IVR? IVR is the commonly used acronym for Interactive Voice Response systems. It is a technology that allows a computer to interact with humans through the use of voice and touch-tone telephone keypad inputs. Who uses IVR systems? Who doesn’t use an IVR system may be more accurate. Everyone and their grandmother have interacted with an IVR system at one point or another, whether calling their Bank to check account details or calling a Pharmacy to update a prescription. An IVR allows customers to select the reason they’re calling through menu driven options so they can be routed to the appropriate agent or ideally have the option to self serve their own inquiries by following the IVR dialogue and having ...