Voice Portal (IVR)

Voice portal (or IVR) enables a self-service method for customers to retrieve the information they need from the contact center. Customers can use touchtone signals or their own voice to request self-service information. If they request live agent assistance, the voice portal can place a call in queue until an appropriate agent is available and then transfer information given by the customer directly to the agent along with the call itself to provide a seamless customer service experience.