INTERACTIVE VOICE RESPONSE (IVR)..

IVR systems can dramatically increase the speed and accuracy of customer service, reduce costs and improve efficiency of live operators and service reps at your place of business.

An IVR (Interactive Voice Response) is an interactive, automated voice service conducted by the server. However, its responses are predefined by the administrator of the call center. After connecting the call to the IVR, the customer hears a list of services with respective buttons to be pressed to get the services. The IVR responds to the customer’s request based on the button pressed (e.g. The customer may hear his/her current bill after pressing ‘3’ if ‘3’ has been assigned to bill related information).

A service queue is set to provide some predefined services. However, these services are provided by human being, in this case Agents, rather than voice responses by a machine (in case of an IVR). An agent is a member of a group that is responsible for providing the service under that specific service queue.

gPlex Flexible IVR module allows creating & editing voice menu without limit. Multiple IVR allows you to serve multiple services.