Interactive Voice Response (IVR) technology allows a computer to interact with humans through voice and DTMF tones input via a keypad. In contact centers, IVR systems segment, route, and manage calls without a live agent. Callers can use IVR to self-serve for common inquiries or be directed to the appropriate department or agent based on their needs. IVR systems are essential for handling high call volumes, improving customer service efficiency, and enhancing the caller experience by providing immediate responses and 24/7 support capabilities.

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