IVR Menu – Interactive Voice Response Menu
An IVR menu describes a series of customisable, recorded audio prompts what allow customers to give preliminary information about the reason for calling. IVR menus allow inbound calls to be directed to the most appropriate department or agent, depending on the subject of each call. Customers convey this preliminary information by responding by voice or using options assigned to the numbers on their keypad. This information can then be transferred to an ACD to route the call.