When used along with other technologies, IVR allows companies to find out trends that are not obvious to supervisors who perform random call monitoring. This allows companies to quickly respond to common problems related to products and services and take necessary steps for resolving matters for customers.
IVR allows companies to offer agents with essential knowledge for addressing customer issues. If IVR identifies the purpose of the call of customers, other systems might be triggered and can bring up the accurate information from the knowledge base for helping agents to take the appropriate steps for resolving the issues.
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