Do you know how does an IVR work?
With the help of your phone’s keypad, only the interactive systems can be the
appropriate solution quickly and functions in a way that allows it to navigate
the contact center. It will simply mean that the customers will themselves be
able to route the calls to appropriate parties. So as a result it will result in
fewer incoming calls, with lower operational costs, and then our team members
productivity get high.
If we look from the technical level, then we will see that the IVR systems are
usually consists of the following: equipment for telephony, the software
applications, a database, and some infrastructure to support. In order to start,
the computer used is usually connected to the company’s telephone line.
There are some requirements that are needed of the telephony like an IVR
software is needed to be installed onto our computer along with telephony board
which is the special piece of hardware, web or a telephony card is usually
When we make a call to some telephony company as a customer, then in that case
the IVR system will respond you by giving you a greeting which is usually
pre-recorded by the company already which will then give you some set of menu
and will ask you to choose from it. Let us take an example, if you press the
button”1” then the company will provide you some specific service.