IVR, or Interactive Voice Response, is a great solution that enables users to effortlessly communicate with a computer before interacting with a representative and features call routing capabilities. IVR technology and automatic call distribution, which you may have heard in a call centre, go hand in hand. Since phone systems have been so widely utilized and adopted, the vast majority of us have probably spoken on the phone with a virtual assistant at some point or another.

IVRs can handle incoming calls by gathering data on client enquiries prior to an automated transfer to the appropriate department. It aids in customizing the dialogue based on the virtual phone number that the user dialed. When a customer calls, they are typically greeted by a taped voice menu. the customer can automatically connect to an agent who can assist them by navigating the menu either vocally or mechanically using the phone keypad.