IVR (Interactive Voice Response) is an interactive voice navigation system that allows customers to interact with an automated menu through voice commands or touch-tone dialing (DTMF). The system routes calls to appropriate queues or provides information without agent involvement.
How does the IVR system work?
When a call comes in, the system plays a greeting and offers options to choose from. The customer selects by pressing buttons or using voice commands. IVR can identify customers by phone number and personalize the menu based on their profile.
Can IVR integrate with Dynamics 365?
Yes, our IVR system fully integrates with Dynamics 365. When a call comes in, the system can retrieve customer data from the CRM and offer personalized options or transfer to an agent with the complete interaction history.
What is Text-to-Speech?
Text-to-Speech (TTS) is technology that converts text into voice messages. This allows the IVR system to generate dynamic messages in real-time, such as announcing account balance or order status.
Can IVR operate 24/7?
Yes, the IVR system operates around the clock without breaks. This allows customers to get information or perform operations at any time, even when the contact center is closed.