IVR is one of the most important features of a ACD Call Center and allows callers to interact with ACD Call Center by pressing keys on their own phone ( DTMF tones ). This means that callers can route their calls to the correct agents or departments and receive the information that they need, 24 hours a day, without the need of costly human agents. For a business, the implementation of a Voice Menu will greatly improve its customers' experience and reduce its operating costs.
ACD Call Center allows you to customize your Voice Menus by recording or uploading custom messages that are played to the caller. Typically, this message would include information pertaining to extension numbers to connect with people or departments.