Interactive Voice Response (IVR)

Interactive Voice Response (IVR) technology is a phone-based customer self-service system by which customers can get information and perform basic functions through the phone system without the aid of a live agent. IVR is often used for such purposes as checking an account balance, making a request, or resetting a password. One of the pitfalls of IVR is that it can confuse customers or it has too many layers such that the calls get abandoned. However, with OpsCentral, it is easy to design an intuitive self-service system that utilizes OpsCentral’s advanced process methodology, helping your customers solve problems faster, freeing up time for your agents to focus on higher value interactions, and boosting your customer satisfaction experiences.

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