Interactive Voice Response (IVR)

Outsourcing glossary

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Interactive Voice Response (IVR)

Definition

Interactive Voice Response (IVR) is telephony technology that reads and interprets a combination of user-generated touch tone and voice inputs to access a business’s databases and return the appropriate information to the caller.

A typical Interactive Voice Response system has several menus of prerecorded options that the user chooses from to access desired information. While choices can be as basic as selecting a number, some options may require a user to vocalize information such as a name or account number.

TaskUs’ client service managers have implemented and improved Interactive Voice Response systems that have significantly reduced the call value and first call resolution. As a true partner, we are not worried about reducing volume because we focus on what is best for our clients.