Glossary

The contact center glossary covers many of the most common vocabulary, measurements and technologies related to call center software and customer experience.

IVR

IVR systems are designed and built to provide a personalized customer experience that effortlessly drives callers to the right answer, or the right agent, to help maximize call center IVR containment. Our single-tier pricing model provides a very economical per-minute cost, and an easily customizable user interface eliminates the need for expensive and time-consuming IT intervention.

Modern IVR software solutions include all of the capabilities you need to ensure every customer interaction is meaningful:

  • Preserve context across channels
  • Predict call intent based on recent transactions
  • Adapt to each caller's experience level
  • Notify and Remind with proactive outreach
  • Mobile IVR solutions including Visual IVR and Text2IVR
  • In-Queue Self-Service and Callback capabilities