IVR in a call center or contact center: What it is, how to set it up & more

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IVR features are typically included as part of VoIP phone systems and call center software. Over the years, IVR has become more complex, with many featuring conversational artificial intelligence and natural language processing technology (sometimes referred to by folks as “intelligent routing.”

Dialpad Ai can transcribe calls—in real time—and its speech recognition is even more accurate than almost all leading competitors.

Unlike systems that rely on automatic call distribution (ACD), callers are able to select from a range of options to make sure they’re routed to an agent qualified to handle their inquiries.

That’s exactly what Stax, a financial services company, did. “With the skills-based routing, we can have our reps available for their specialties while still being available to assist when we have those high call volume times,” says Wendy, their Information Systems Manager. Check out their story.

If your contact center fallback option is to route calls directly to voicemail, you can set up a custom voicemail greeting by recording or uploading an audio file as your voicemail greeting!