BLOG » Call Center IVR: Introduction, Concept, & User Guide
Some advantages of conversational IVR include automatic call attending, customer self-service, serving customers during non-working hours, reduced call center workload, automatic call distribution (ACR), and improved customer experience.
Yes, many providers give you the option to integrate the IVR platform into the CRM application you are using, this can be done by clicking the integrating option in the dashboard.
Multi-level menus, call recording, on-hold music, voicemail, toll-free numbers, visual call flow designer, post-call SMS, sticky agent, call barging, call whispering, call transfer, number masking, and intelligent call routing options are the main features to consider when choosing an IVR software.
The IVR menu presents the caller with a list of options, such as "press 1 for sales, press 2 for support, press 3 for billing," and so on.
Menus can be customized to fit the specific needs of the business or organization using them. This can include custom greetings, specific menu options, and personalized routing based on caller information or previous interactions.