Capterra Glossary
Voice Response System (VRS)
A voice response system (VRS) is used on phone or fax lines via which callers can issue vocal commands. The system is built to recognize these commands. In doing so, the VRS can help users navigate a phone tree and be directed to the appropriate department. It can also be used to potentially answer simple inquiries in an automated fashion.
What Small and Midsize Businesses Need to Know About Voice Response System (VRS)
A voice response system can help steer callers to the right department, answer simple questions, and increase the efficiency of staff. However, small businesses have to be careful that they are not using a voice response system to the detriment of their customer service. Many customers have grown increasingly frustrated with non-responsive voice response systems. These systems must be crafted appropriately and be adequately responsive to a customer's commands.