Ep 4 - Evolution of IVR and ACD in Modern Contact Centers

Okay, so what does IVR mean? 

IVR stands for Interactive Voice Response. 

It’s a basic and essential foundation of a great contact center solution. IVR prompts callers to select their reason for calling by using a number on their keypad, which helps reduce wait times and connects callers to the correct department from the beginning. 

There’s another feature that’s often used in tandem with IVR. This is called ACD and stands for Automatic Call Distribution. 

ACD routes calls to the next available agent, reducing wait times and eliminating unnecessary queues.

IVR and ACD can be used together to mitigate long wait times and provide a level of self-service to callers. Both enable callers get the help that they specifically need, which improves the overall customer experience. 

All right, there you have it folks! What IVR and ACD mean, and how they can be used together to create a synergistic contact center solution that’ll get you cheering for IVR too! 

Thanks for watching this episode of Contact Centers Defined. I’ll see you in the next one.