Interactive Voice Response or IVR is a technology that has been here for a while now and is widely used as an auto-attendant system to present a menu of choices in order that customers can get to different departments or business units directly without the help of a human operator. However, IVR may also be used in conjunction with a customer self-service application to conduct automated surveys, voice blasts or gather dialpad inputs for verification such as an account number.
Customer Self-Service applications may also be launched in web pages such that authenticated customers can provision services from a telco or broadband provider, for example, without the intervention of a customer service representative or sales rep. Because human personnel is not required to support such services the application is aptly called "customer self-service" applications.Your company will not only benefit from the significant cost savings but also from the increased customer experience derived from fact that customers can play an active role in provisioning the services that they get.
