Overview
What does IVR and call routing technology do for your call centre?
- IVR (interactive voice response): greets callers, finds out what they need and routes them, or answers simple requests without an agent.
- Intelligent IVR: understands what callers say in their own words, rather than asking them to press numbers.
- Skills based routing: sends each contact to the agent best equipped to handle it, not just whoever has waited longest.
- Call queue management: queues callers with messages and hold music, and moves calls when queues build.
- Automatic callback (virtual hold): lets callers keep their place in the queue and get a call back instead of waiting.
- Auto attendant: a simple greeting and menu for business phone systems, with business-hours and after-hours routing.
Most of these come built into modern cloud contact centre platforms. Check what your platform already includes before buying a separate product.