Capterra Glossary
IVR (Interactive Voice Response)
Interactive voice response (IVR) refers to an automated voice system. IVRs can direct callers to certain departments by establishing a phone tree. A user can enter important customer information with a few inputs and then be directed to a representative in the appropriate department. This can help businesses save time by minimizing staff resources. It can also ensure that a business's customer interactions are more focused.
What Small and Midsize Businesses Need to Know About IVR (Interactive Voice Response)
Although IVRs are more commonly used in customer service hotlines, small businesses can also benefit from IVRs. IVRs can connect customers directly with the right person. They also allow for the automated collection of information. This can save all parties time and money.