IVR: The contact center's unsung hero

Interactive voice response solutions can get a bad rap. A lot of people, both business professionals and consumers, have a negative view of the technology, associating it with frustrating experiences in the past.

In reality, though, IVR can prove an invaluable tool for organizations of all kinds. This is particularly true when IVR solutions are deployed in the contact center. In a number of ways, IVR is truly the unsung hero of contact center operations.

Friend of the consumer

For one thing, IVR helps companies to deliver a positive, satisfying customer experience to anyone who reaches out to them. With IVR, customers can enjoy self-service capabilities. This makes company interactions faster and easier. And IVR is available at all times, providing 24/7 support.

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