BizSugar.com › Customer Service › Create a smart IVR for a better customer experience

It’s counterintuitive to call your IVR “interactive” when it’s actually not. In the call center, the purpose of the IVR system is to route calls to agents with the skills and knowledge required to solve a particular issue. To do this, it uses voice prompts to gather information. Customers then input data via their phone’s keypad to provide the appropriate responses.