What if you hear the message that you are in a long queue when you make an important call? A long hold to get a response can make you feel frustrated. As a customer, you will not get a positive impression about a business if you meet with this experience. That is where the importance of IVR technology comes in.

What is interactive voice response (IVR)?

It is an automated technology that collects information about callers and assesses their purposes and needs for the call before directing the call to the most suitable call center agent. IVR services help businesses and call centers avoid long wait times with the help of an automated call routing process.