What do IVR services do?
IVR service are an automated dialer and menu, and the voice of a human operator. Customers can access two separate choices for dialing: local and long distance, as well as calling within one's region. IVR is available 24 hours per day, 7 days a week. International, long distance, and other long-distance services are also available, provided by call centers. IVR is, however, not a proper solution for consumers needing an immediate response to a concern, as the human operator has to wait for a person to answer, and take the call. Centralized or hybrid At the other extreme of the spectrum, many small companies decide to only take calls from customers with certain categories of customer service needs. A company might decide to place a small number of dedicated customer service representatives in each region. Customers in that region are only able to reach those individuals. If a customer needs to reach a manager or the CEO, a ...