What is IVR & how it work?

The full form of IVR is Interactive Voice Response. It is an automated voice response mechanism which plays prerecorded messages to the person who calls on the registered number. Its main use is to make client experience as easy and smooth as possible.

I am sure that all of us have experienced an IVR when we called on a customer care number of any company and heard message like press 1 for sales, press 2 for customer support.

That’s what IVR is on the front end level. In the backend, when you press one of the keys. The call is routed to a group of agents. Whichever agent is free picks up your call. This also allows you to handle multiple calls at a single time, thus, helping you to close down any possible customers. This number is also an always live and never engaged number.