An IVR (Interactive Voice Response) enables callers to select a route to an agent themselves with answers to questions that the caller listens to. The IVR can be set up to respond to voice or number inputs from the keypad.
A typical example would be; "Please press 1 for Sales or 2 for Customer Service."
IVRs can also be used for self-service, for example to request a brochure, meaning standard requests can be completed more quickly for the caller and valuable time is saved in the contact centre.
Mid-call payment IVRs can also enable secure credit card transactions.