IVR is an automated phone menu that interacts with callers through keypad or voice input (e.g., “Press 1 for Sales, 2 for Support”).
Why it matters:
- Routes calls efficiently to the right department or person.
- Reduces workload for receptionists and agents.
- Improves customer experience when well-designed.
Pro tip: Keep IVR menus simple — too many options frustrate callers.
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