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IVR Systems
IVR Systems: IVR (Interactive
Voice Response) systems automate call routing by asking callers to respond to
specific questions using the key pad on their telephones.
Based on the touch tone response of the caller, the IVR system routes the
caller to the appropriate agent, voice mail box, extension, or department.
Some IVR systems also allow the caller to speak their response, as well
as use their keypad. Automated
attendant (“press one for sales…”) is a feature of most IVR systems.
Voice mail is another common feature (and conversely, many voice mail
systems also include an IVR option).
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