Glossary
Interactive Voice Response (IVR) is a telecom service that allows clients to ineract with an automated voice response system via voice or DTMF technology – by pressing different buttons on the phone – to get answers for their questions or to be routed to a human agent.
Interactive Voice Response is one of the most controversial systems in the world, as it is often used to reduce the unload on call center agents and has nothing to do with service quality. Nonetheless, IVR system is the most advanced type of auto attendant and without IVR solution intelligent call routing and call queue management would have been impossible.
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