IVR Glossary

IVR GLOSSARY
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Abandoned call/what is  

A call that is terminated by the caller before it can be answered by an agent. Call abandonment means customers are dropping out of the  customer service system.  

AI-powered IVR/what is 

A system that uses artificial intelligence to understand and respond to customer requests, making the interaction more natural and intuitive. You can read about AI-powered IVR here 

Agent/what is an  

A person who manages inbound or outbound calls and other customer interactions for an organization. Agents are often put in a compromised position due to outdated technology, such as IVRs. Read how modern IVR can improve the employee experience and the customer experience here 

Agent desktop/what is 

A computer interface or software used by agents to manage their interactions with customers, including call routing, customer information, and call scripts.  

Agent utilization/what is 

Refers to the percentage of time agents spend on handling calls and other customer interactions as well as related work. By ensuring that callers are connected to the right agent every time agents can be more efficient.  

Analytics/what is 

The process of analyzing data from call center interactions to identify trends, insights, and areas for improvement. Read more about Call Center Analytics here.

Automatic call distribution (ACD) /what is 

A telephony software system that answers incoming calls and routes them to a specific agent or department within a company. The IVR system intelligently routes a call to the most appropriate agent based on the caller’s needs. Read how OpenQuestion improves routing for Call Centers.  

Automatic Call Distributor (ACD) /what is  

A telephony system that automatically routes incoming calls to the next available agent in a call center.

Automated call routing/what is 

The process of automatically directing incoming calls to the appropriate customer service representative based on the caller’s needs or information provided.

Automated messaging/what is 

Pre-recorded messages that are played to customers when they call into a call center, usually providing basic information or instructions. Automated messages in IVR causes frustration for customers, read about it here

Average handling time (AHT) /what is 

Refers to the amount of time an agent is occupied on an incoming call. Average Handling Times can be shortened, as in this business case

Average hold time/what is 

This is the average length of time a customer is put on hold before interacting with a call center agent. It’s typically calculated using a large volume of data over a specified period of time. Hold times can be decreased, through using AI-powered IVRs.  

Average speed of answer (ASA) /what is 

The average amount of time it takes for an agent to answer an incoming call. Providing customers with self-service options, such as an interactive voice response (IVR) system, can reduce the number of calls that agents need to handle. This can result in shorter wait times for customers who do need to speak with an agent.

Average talk time (ATT)/what is 

The average amount of time an agent spends talking to a customer during a call. Modern IVRs, such as OpenQuestion, provides a summary of information already provided, ensuring agents don’t have to ask again questions which were already answered, saving the agent time and the customer frustration. Importantly, agents can view this information before accepting the call, eliminating any need to ask the same questions again.  This enables agents to take control immediately and saves an average of 15 to 45 seconds per call, depending on the call type.  

Analyze call data/how to 

Analyzing call data can help identify patterns and trends that can be used to improve call handling processes, including reducing wait times. For example, if there are certain times of day when call volume is higher, staffing can be adjusted accordingly to reduce wait times.

Average wait time (AWT)/how to decrease 

The average amount of time that a customer has to wait in a queue before they are connected to an agent. By directing calls to the most appropriate agent based on the customer’s needs, agents can handle calls more efficiently, resulting in faster call resolution times and reduced wait times for customers.

 

Best practice Call Center/what is 

A best practice in a call center, by definition, refers to a proven method, technique, or process that has consistently shown positive results in enhancing the efficiency, effectiveness, and overall performance of a call center. In the Teneo.ai learning hub you can find best practice for call centers.

Best practice Contact Center/what is 

A best practice in a contact center, by definition, refers to a proven method, technique, or process that has consistently shown positive results in enhancing the efficiency, effectiveness, and overall performance of a call center.

 

Call center/what is 

A call center handles high volume telephone calls, usually with some amount of computer automation, such as IVRs. Call centers typically provide voice only inbound, outbound and self-service customer interactions. See also: Contact Center.  

Call center agent scorecard/what is 

A call center agent scorecard is an important tool for measuring and improving performance in a call center. The scorecard typically includes key metrics like first-call resolution that provide a basis for helping customer service agents track KPIs. First-call resolution can be improved by modern IVRs, such as OpenQuestion.

Call center agent software/ 

Call center agent software is software that enables call center agents to effectively manage customer interactions. Most call center agent software includes IVRs, advanced cloud-based applications have automation capabilities that route calls to the right agent or department.

Call center agent utilization

Call center agent utilization represents the percentage of time call center agents spend on handling calls and other customer interactions, and related work. These rates can be used to calculate agent efficiency. Agent efficiency can be improved by decreasing misrouting

Call Center Connectors

Call center connectors are used to connect different types of technology to each other in order to improve the effectiveness and efficiency of the call center.

Call center CRM/what is 

Call Center Customer Relationship Management (CRM) is a call center technology solution that provides employees with access to account information and history to provide a real-time, personalized customer experience across all channels including voice, web and social. A call analytics solution provides a fine-grained detail of each step taken during a conversation allow you to pinpoint where customers struggle, what processes can be improved, how successful your customer interactions are as well as identify areas for future extensions.  

Call center Insight/what is 

Call Insight is a powerful call analytics feature included in OpenQuestion. By capturing detailed data from every customer interaction, call insight provides in-depth insights for optimizing contact center performance and enhancing customer experience.  

Call center IVR/what is 

Call center IVR (Interactive Voice Response) is an automated telephony system used in call centers that enables customers to interact with a company’s phone system through voice commands or by pressing specific keys on their phone’s keypad. IVR systems objective is to route callers to the appropriate department or agent by presenting a series of pre-recorded menu options to choose from.

Call center management/what is 

The way in which organizations manage the daily operations of the call center, including forecasting, scheduling, employee training, reporting, and all customer interactions. To be efficient in call center management, operational excellence and customer experience needs to be aligned.

Call center reporting/what is 

Call centers track and report on KPIs and other predefined metrics. These give insights into overall call center efficiency and productivity; customer journeys; and the performance of individuals such as agents.

Call center workforce optimization/what is 

A customer experience strategy that modernizes call center technologies and platforms, through the use of digital channels, in order to improve customer satisfaction. Modern IVRs can improve CX, read more here.

Call misrouting/what is 

Call misrouting is when an incoming call gets directed to the wrong person or department within a call center or organization. This can happen due to various reasons, such as incorrect routing instructions, outdated IVRs, or technical issues with the call routing system. 

When calls are misrouted, it leads to frustration for both customers and agents. Customers have to wait longer to be connected to the right person or department, leading to longer call times and lower customer satisfaction. Agents who receive misrouted calls may not have the necessary expertise or information to resolve the customer’s query, leading to further delays and potential escalation of the issue. To prevent call misrouting, it’s important to ensure that routing instructions are accurate and up-to-date, which you can read about in this guide how to improve the telephone experience.

Call queue/what is 

A call queue is a system used by call centers to manage incoming calls when all agents are currently busy with other customers. When a call is placed in a queue, the caller is placed on hold until the next available agent is able to take their call. While call queues are an essential part of call center operations, long wait times can lead to frustrated customers and decreased customer satisfaction. This is where a voice Interactive Voice Response (IVR) system can help. 

Call routing/what is 

Call routing is the process of directing incoming calls to the appropriate destination or agent within a business or organization. It involves determining the best path for a call based on factors such as the purpose of the call, the skill set of available agents, and the caller’s location or language preferences. Call routing can be improved by a modern IVR.

Chatbot/what is 

An AI-driven program that simulates human conversation, often used to handle inquiries or tasks through chat platforms.

ChatGPT/what is 

GPT (Generative Pre-trained Transformer) is an artificial neural network architecture based on the Transformer architecture and used for natural language processing. Developed by OpenAI, it can generate, understand, and translate texts.

ChatGPT for Call Centers 

GPT can be used in a call center to automatically generate responses to customer queries, based on pre-trained language models. This can help reduce wait times and improve overall customer satisfaction.

ChatGPT for Contact Centers 

GPT can be utilized in contact centers to assist agents by generating real-time suggestions and automating routine tasks like filling forms, freeing up agents to focus on complex customer interactions.

ChatGPT integration for for Call Centers 

ChatGPT integration in call centers can provide an AI-powered virtual assistant that can assist agents by answering customer queries, providing real-time recommendations, and automating tasks, resulting in improved productivity and customer satisfaction.

ChatGPT connector for for Call Centers 

A ChatGPT connector for call centers can provide an API for integrating ChatGPT into the call center’s existing infrastructure, allowing for seamless interaction with customers via virtual assistants powered by AI language models.

Cloud call center/what is 

A web-accessible platform for handling customer calls and interactions. Call centers based in the cloud can be accessed from virtually anywhere, eliminating the need for a physical infrastructure, which may reduce operational costs and increase scalability to support evolving customer experience strategies.  

Cloud call center/what are the benefits 

A cloud call center is a type of call center that operates in the cloud, using internet-based technology to manage customer interactions.  

Scalability: Cloud call centers are highly scalable, allowing businesses to easily increase or decrease their capacity based on call volume or business needs. This allows businesses to avoid over-provisioning and paying for unused capacity, while still being able to handle large call volumes during peak periods. 

Cost savings: Cloud call centers typically have lower upfront costs compared to on-premises call centers, as there is no need to purchase expensive hardware or software. Additionally, cloud call centers typically operate on a pay-as-you-go model, allowing businesses to only pay for the capacity they need. 

Easy integration: Cloud call centers are designed to integrate with other cloud-based applications, such as CRM or ticketing systems. This can help improve agent productivity and efficiency, as agents have access to all relevant customer information in a single system. 

Improved uptime: Cloud call centers typically have higher levels of uptime compared to on-premises call centers, as they are designed to be highly available and resilient. This can help ensure that customers are always able to reach an agent, improving customer satisfaction and loyalty. 

Here is a best practice cloud call center example.

Cloud contact center/what is  

A central point in an enterprise, hosted on an Internet server, from which all inbound and outbound customer communications are handled. Cloud contact centers make interactions through voice, email, social media and the web accessible from virtually anywhere.  

Cloud contact center/what are the benefits 

A cloud contact center is a type of contact center that operates in the cloud, using internet-based technology to manage customer interactions.  

Scalability: Cloud contact centers are highly scalable, allowing businesses to easily increase or decrease their capacity based on call volume or business needs. This allows businesses to avoid over-provisioning and paying for unused capacity, while still being able to handle large call volumes during peak periods. 

Cost savings: Cloud contact centers typically have lower upfront costs compared to on-premises call centers, as there is no need to purchase expensive hardware or software. Additionally, cloud contact centers typically operate on a pay-as-you-go model, allowing businesses to only pay for the capacity they need. 

Easy integration: Cloud contact centers are designed to integrate with other cloud-based applications, such as CRM or ticketing systems. This can help improve agent productivity and efficiency, as agents have access to all relevant customer information in a single system. 

Improved uptime: Cloud contact centers typically have higher levels of uptime compared to on-premises call centers, as they are designed to be highly available and resilient. This can help ensure that customers are always able to reach an agent, improving customer satisfaction and loyalty. 

Here is a best practice cloud contact center example.

Contact center agent/what is 

Contact center agents are the frontline representatives of any organization, responsible for providing high-quality customer service and resolving customer issues. These employees play a crucial role in building a positive brand image and enhancing customer satisfaction levels. 

However, many contact center agents are often hindered by outdated technology, such as IVRs, which can create a frustrating experience for both the agent and the customer. Fortunately, modern IVR systems are designed to enhance the employee experience and improve the customer experience.

Contact Center Connectors/ 

Contact center CRM/what is 

Contact Center Customer Relationship Management (CRM) is a contact center software solution that provides employees with access to account information and history in an effort to provide a real-time, personalized customer experience across all channels, including voice, web and social. A call analytics solution provides a fine-grained detail of each step taken during a conversation allow you to pinpoint where customers struggle, what processes can be improved, how successful your customer interactions are as well as identify areas for future extensions.  

Contact Center IVR/what is 

Contact center IVR (Interactive Voice Response) is an automated telephony system used in call centers that enables customers to interact with a company’s phone system through voice commands or by pressing specific keys on their phone’s keypad. IVR systems objective is to route callers to the appropriate department or agent by presenting a series of pre-recorded menu options to choose from. Routing to the wrong agent in a contact center is a common problem, addressed in this e-book.

Contact center management/what is 

The way in which organizations manage the daily operations of the contact center workforce, across multiple touchpoints and channels, in order to accommodate omnichannel customer journeys. To be efficient in contact center management, operational excellence and customer experience needs to be aligned.

Conversational AI/what is 

Conversational AI refers to the use of natural language understanding and machine learning to create intelligent virtual assistants that can communicate and engage in human-like conversations with users. One platform with an open architecture for Conversational AI is Teneo, which allows you to integrate to the call center platform of your choice, including Microsoft, Genesys, Avaya, Nice, Five9, Amazon Connect, Cisco and other leading platforms, regardless of whether your contact center operates on-premise or in the cloud.  

Conversational IVR

An IVR system that uses natural language and artificial intelligence to understand and respond to customer requests in a conversational manner, such as OpenQuestion.

Customer effort score (CES) /what is 

A measurement focused on service interactions in contact center environments. It provides a way to measure how customer centric channels and touchpoints are in their design and management, and how they promote ease of use, simplicity and effortless interaction.

Customer engagement/what is 

The ongoing relationship a customer has with an organization based on relevant, personalized experiences and the anticipation of the customer’s evolving needs. Customer engagement can be improved by IVRs.

Customer experience (CX) /what is 

CX is made of individual customer touchpoints. The sum of all experiences a customer has with a company over the lifecycle of their relationship is called a customer journey. In this learning hub you can find resources on how CX can be improved in a call- and contact center.

Customer experience management (CEM)/what is 

A strategy that focuses on the operations and processes used to create a positive customer experience with focus on your organization, product, service, or brand.

Customer feedback/what is 

Customer feedback is an essential element of customer service. It is any information provided by customers that can help businesses better understand their customers’ needs and expectations. Customer feedback can be gathered in various forms, including surveys, focus groups, customer service calls, online reviews and social media comments. The feedback can provide insight into the customer experience that can help businesses improve customer satisfaction, loyalty and overall performance.

Customer interaction analytics/what is 

Customer interaction analytics is the process of turning unstructured data found in email, voice, chat and more into structured data that can be searched and analyzed.

Customer journey/what is 

The customer journey consists of multiple touchpoints and key interactions each customer or prospect has with a company—including messaging, employees, processes, products or services. Single or multiple interactions can be considered a customer journey and are part of a holistic customer experience lifecycle. Customer journeys in a call- and contact center can be improved.

Customer journey management/what is 

Customer journey management is the practice of using behavioral trends and technology to influence and optimize the customer experience (CX). Customer journey management aims to minimize the customer effort across all channels and touchpoints, ensuring a seamless experience every time a customer interacts with your company.

Customer journey optimization/what is 

Customer journey optimization is the process of connecting and mapping customer interactions, across multiple touchpoints, in order to direct or influence the end-to-end experience.

Customer satisfaction (CSAT) /what is 

A measurement that determines how an organization meets the expectations of its customers based on satisfaction. Customers are asked a question following a transaction about their satisfaction with the company, which is then rated from one (very dissatisfied) to five (very satisfied).

Customer Self-Service/what is 

A service provided by a company that allows customers to handle their own inquiries, purchases, or support needs without the assistance of a customer service representative.

Customer service/what is 

Customer service is the assistance and service provided by an organization to customers before, during, and after the purchase of products or services. Call routing is often used to improve customer service.

 

Decrease misrouting/how to 

To decrease misrouting in contact centers, organizations can implement advanced routing algorithms, calls can be routed to the most appropriate agent based on factors such as skill level, language, and location. One such system is OpenQuestion.

Difference between IVR and conversational IVR/What is the 

The difference between IVR and conversational IVR, is that a traditional IVR (Interactive Voice Response) system is an automated telephony technology that allows callers to interact with a computerized menu using touch-tone. The IVR system then routes the call to the appropriate agent or department based on the selection made by the caller. IVR-systems cause frustration as keypad navigation is a very outdated technology.  

Conversational IVR, on the other hand, uses advanced natural language technology to understand and interpret the caller’s spoken or typed responses. This allows for a more human experience, as the system can understand and respond to queries. Here you can read about the benefits of Conversational IVR.

Dual tone multi frequency (DTMF) /what is 

Touchtone dialing. In DTMF, pushing the button sends a combination of two tones’ one high frequency, one low frequency. DTMF is considered a legacy technology because it is a relatively old method for transmitting and receiving signals over phone lines. DTMF technology was first introduced in the 1960s and became widely adopted in the 1980s as a means of navigating automated phone menus and making selections by pressing buttons on a telephone keypad. 

Since then, advancements in technology have led to the development of newer and more advanced systems for interacting with automated voice systems, such as voice recognition and natural language. These technologies allow for more intuitive and natural interactions with automated systems, making them easier and more pleasant for customers to use and provide a high ROI for enterprises.

 

Escalation/what is 

The process of transferring a customer interaction to a higher-level agent or supervisor, typically due to the complexity of the issue or dissatisfaction with the initial response. A good call routing system can decrease the number of escalations, read more in this e-book  

 

First Call Resolution (FCR) /what is 

A measure of a call center’s effectiveness in resolving customer issues or inquiries during the initial contact.

First-contact resolution (FCR)/what is 

The ability to address the customer’s need the first time they call or connect with an agent, thereby eliminating the need for the customer to follow up with a second interaction. First contact resolution can be greatly improved, and we have a guide here to show you how.

G  

GPT-3/what is 

GPT-3 is a language model developed by OpenAI that uses deep learning to generate human-like text. It can perform various natural language processing tasks, including language translation, question-answering, and text summarization.

GPT-4/what is 

Generative Pre-trained Transformer 4 is a multimodal large language model created by OpenAI and the fourth in its GPT series.

H  

High transfer rates/what is 

In a call center, high transfer rates can refer to the number of calls or chats being transferred from one agent to another or from one department to another. High transfer rates in a contact center can cause delays in resolving customer issues, leading to longer wait times, increased customer frustration, and reduced customer satisfaction. 

To decrease high transfer rates in a contact center, it is important to implement effective routing strategies, such as using IVR (Interactive Voice Response) or chatbots to direct customers to the appropriate department or agent based on their inquiry. This can help to reduce the need for agents to transfer calls or chats.

How does an IVR work? 

An IVR (Interactive Voice Response) is an automated system that allows callers to interact with a computerized voice system using touch-tone or voice commands. IVRs are used in contact centers to provide self-service options to customers. IVRs work by presenting a menu of options to callers and using voice recognition or touch-tone inputs to direct them to the appropriate department or agent. The system can also collect and store customer information, such as account numbers or contact details, which can be used to route calls more efficiently and personalize the customer experience. 

One of the main challenges of IVRs is the lack of a good customer experience, as touch tone is a limited option. Another challenge is maintaining the IVR system to ensure that it remains up-to-date with changes to products, services, or contact center operations. This can require significant resources and investment. New IVR systems provide a more intuitive and natural language-based interface for customers to interact with. This makes the self-service experience more efficient and user-friendly. One such example is OpenQuestion, an AI-powered platform that uses natural language to understand customer inquiries more accurately and provide more personalized responses. This helps to improve customer satisfaction and reduce the need for transfers to human agents, ultimately reducing costs for the contact center.

 

Inbound call center/what is 

An inbound call center is a customer service function dedicated to receiving incoming calls from customers or potential customers. The inbound call center handles a variety of customer calls, ranging from product questions to technical support to sales inquiries. Inbound call routing is a challenge for many call centers.

One call center that had issues with call routing is Swisscom. Watch this short video on how they decreased bad transfers, making the customer experience better.

Intent Recognition/what is 

Intent Recognition is the ability of a virtual assistant to understand the purpose or goal of a customer’s request. 

Interactive voice response (IVR) /what is an 

An IVR system uses responses from voice or a touch tone telephone to gather and store data. An IVR is automated telephone information system that speaks to the caller. When set up with voice recognition software, data can be gathered through voice instead of touch tone.  

One of the main challenges of IVRs is the lack of a good customer experience, as touch tone is a limited option. Another challenge is maintaining the IVR system to ensure that it remains up-to-date with changes to products, services, or contact center operations. This can require significant resources and investment. New IVR systems provide a more intuitive and natural language-based interface for customers to interact with. This makes the self-service experience more efficient and user-friendly.

One such example is OpenQuestion, an AI-powered platform that uses natural language to understand customer inquiries more accurately and provide more personalized responses. This helps to improve customer satisfaction and reduce the need for transfers to human agents, ultimately reducing costs for the contact center. Read about OpenQuestion here.

Ivr/what is IVR?  

IVR stands for Interactive Voice Response, which is a technology used to automate interactions with telephone callers. When set up with voice recognition software, data can be gathered through voice instead of touch tone.  

One of the main challenges of IVRs is the lack of a good customer experience, as touch tone is a limited option. Another challenge is maintaining the IVR system to ensure that it remains up-to-date with changes to products, services, or contact center operations. This can require significant resources and investment. New IVR systems provide a more intuitive and natural language-based interface for customers to interact with. This makes the self-service experience more efficient and user-friendly. One such example is OpenQuestion, an AI-powered platform that uses natural language to understand customer inquiries more accurately and provide more personalized responses. This helps to improve customer satisfaction and reduce the need for transfers to human agents, ultimately reducing costs for the contact center.

Ivr/what is an IVR?  

An IVR (Interactive Voice Response) is a computerized telephony system that allows individuals to interact with a phone system through voice and touch-tone keypad inputs. IVR means Interactive Voice Response, which is a technology used to automate interactions with telephone callers. When set up with voice recognition software, data can be gathered through voice instead of touch tone.  

One of the main challenges of IVRs is the lack of a good customer experience, as touch tone is a limited option. Another challenge is maintaining the IVR system to ensure that it remains up-to-date with changes to products, services, or contact center operations. This can require significant resources and investment. New IVR systems provide a more intuitive and natural language-based interface for customers to interact with. This makes the self-service experience more efficient and user-friendly. One such example is OpenQuestion, an AI-powered platform that uses natural language to understand customer inquiries more accurately and provide more personalized responses. This helps to improve customer satisfaction and reduce the need for transfers to human agents, ultimately reducing costs for the contact center.

IVR/what does IVR stand for?  

IVR stands for Interactive Voice Response. When set up with voice recognition software, data can be gathered through voice instead of touch tone.  

One of the main challenges of IVRs is the lack of a good customer experience, as touch tone is a limited option. Another challenge is maintaining the IVR system to ensure that it remains up-to-date with changes to products, services, or contact center operations.

This can require significant resources and investment. New IVR systems provide a more intuitive and natural language-based interface for customers to interact with. This makes the self-service experience more efficient and user-friendly. One such example is OpenQuestion, an AI-powered platform that uses natural language to understand customer inquiries more accurately and provide more personalized responses. This helps to improve customer satisfaction and reduce the need for transfers to human agents, ultimately reducing costs for the contact center.

IVR/what does IVR mean?  

IVR means Interactive Voice Response, which is a technology used to automate interactions with telephone callers. One of the main challenges of IVRs is the lack of a good customer experience, as touch tone is a limited option. Another challenge is maintaining the IVR system to ensure that it remains up-to-date with changes to products, services, or contact center operations. This can require significant resources and investment.

New IVR systems provide a more intuitive and natural language-based interface for customers to interact with. This makes the self-service experience more efficient and user-friendly. One such example is OpenQuestion, an AI-powered platform that uses natural language to understand customer inquiries more accurately and provide more personalized responses. This helps to improve customer satisfaction and reduce the need for transfers to human agents, ultimately reducing costs for the contact center.

IVR/what is an IVR system?  

An IVR system is a computerized telephony system that uses IVR technology to interact with callers and automate certain call center functions.  

One of the main challenges of IVRs is the lack of a good customer experience, as touch tone is a limited option. Another challenge is maintaining the IVR system to ensure that it remains up-to-date with changes to products, services, or contact center operations. This can require significant resources and investment. New IVR systems provide a more intuitive and natural language-based interface for customers to interact with. This makes the self-service experience more efficient and user-friendly. One such example is OpenQuestion, an AI-powered platform that uses natural language to understand customer inquiries more accurately and provide more personalized responses. This helps to improve customer satisfaction and reduce the need for transfers to human agents, ultimately reducing costs for the contact center.

IVR/what is IVR stand for?  

IVR stands for Interactive Voice Response. One of the main challenges of IVRs is the lack of a good customer experience, as touch tone is a limited option. Another challenge is maintaining the IVR system to ensure that it remains up-to-date with changes to products, services, or contact center operations. This can require significant resources and investment. New IVR systems provide a more intuitive and natural language-based interface for customers to interact with. This makes the self-service experience more efficient and user-friendly. One such example is OpenQuestion, an AI-powered platform that uses natural language to understand customer inquiries more accurately and provide more personalized responses. This helps to improve customer satisfaction and reduce the need for transfers to human agents, ultimately reducing costs for the contact center.

IVR/what is an IVR system?  

An IVR system is a computerized telephony system that uses IVR technology to interact with callers and automate certain call center functions. One of the main challenges of IVRs is the lack of a good customer experience, as touch tone is a limited option. Another challenge is maintaining the IVR system to ensure that it remains up-to-date with changes to products, services, or contact center operations. This can require significant resources and investment.

New IVR systems provide a more intuitive and natural language-based interface for customers to interact with. This makes the self-service experience more efficient and user-friendly. One such example is OpenQuestion, an AI-powered platform that uses natural language to understand customer inquiries more accurately and provide more personalized responses. This helps to improve customer satisfaction and reduce the need for transfers to human agents, ultimately reducing costs for the contact center.

IVR/ What is IVR in call center?  

In a call center environment, IVR is used to provide self-service options to callers before they reach a live agent. One of the main challenges of IVRs is the lack of a good customer experience, as touch tone is a limited option. Another challenge is maintaining the IVR system to ensure that it remains up-to-date with changes to products, services, or contact center operations. This can require significant resources and investment.

New IVR systems provide a more intuitive and natural language-based interface for customers to interact with. This makes the self-service experience more efficient and user-friendly. One such example is OpenQuestion, an AI-powered platform that uses natural language to understand customer inquiries more accurately and provide more personalized responses. This helps to improve customer satisfaction and reduce the need for transfers to human agents, ultimately reducing costs for the contact center.

IVR/ What does IVR stand for in call center?  

In a call center environment, IVR stands for Interactive Voice Response, which is used to provide self-service options to callers before they reach a live agent. One of the main challenges of IVRs is the lack of a good customer experience, as touch tone is a limited option. Another challenge is maintaining the IVR system to ensure that it remains up-to-date with changes to products, services, or contact center operations.

This can require significant resources and investment. New IVR systems provide a more intuitive and natural language-based interface for customers to interact with. This makes the self-service experience more efficient and user-friendly. One such example is OpenQuestion, an AI-powered platform that uses natural language to understand customer inquiries more accurately and provide more personalized responses. This helps to improve customer satisfaction and reduce the need for transfers to human agents, ultimately reducing costs for the contact center.

IVR/ What is IVR mean?  

IVR means Interactive Voice Response, which is a technology used to automate interactions with telephone callers. One of the main challenges of IVRs is the lack of a good customer experience, as touch tone is a limited option. Another challenge is maintaining the IVR system to ensure that it remains up-to-date with changes to products, services, or contact center operations. This can require significant resources and investment. New IVR systems provide a more intuitive and natural language-based interface for customers to interact with. This makes the self-service experience more efficient and user-friendly. One such example is OpenQuestion, an AI-powered platform that uses natural language to understand customer inquiries more accurately and provide more personalized responses. This helps to improve customer satisfaction and reduce the need for transfers to human agents, ultimately reducing costs for the contact center.

IVR/ What is IVR call center?  

IVR call center refers to the use of IVR technology in a call center environment to automate certain functions and provide self-service options to callers. One of the main challenges of IVRs is the lack of a good customer experience, as touch tone is a limited option. Another challenge is maintaining the IVR system to ensure that it remains up-to-date with changes to products, services, or contact center operations. This can require significant resources and investment. New IVR systems provide a more intuitive and natural language-based interface for customers to interact with. This makes the self-service experience more efficient and user-friendly. One such example is OpenQuestion, an AI-powered platform that uses natural language to understand customer inquiries more accurately and provide more personalized responses. This helps to improve customer satisfaction and reduce the need for transfers to human agents, ultimately reducing costs for the contact center.

IVR/ What is IVR phone?  

An IVR phone is a phone system that uses IVR technology to interact with callers and provide automated services. One of the main challenges of IVRs is the lack of a good customer experience, as touch tone is a limited option. Another challenge is maintaining the IVR system to ensure that it remains up-to-date with changes to products, services, or contact center operations. This can require significant resources and investment. New IVR systems provide a more intuitive and natural language-based interface for customers to interact with. This makes the self-service experience more efficient and user-friendly. One such example is OpenQuestion, an AI-powered platform that uses natural language to understand customer inquiries more accurately and provide more personalized responses. This helps to improve customer satisfaction and reduce the need for transfers to human agents, ultimately reducing costs for the contact center.

IVR/ What is IVR phone system?  

An IVR phone system is the physical hardware used to make and receive phone calls using IVR technology. One of the main challenges of IVRs is the lack of a good customer experience, as touch tone is a limited option. Another challenge is maintaining the IVR system to ensure that it remains up-to-date with changes to products, services, or contact center operations. This can require significant resources and investment. New IVR systems provide a more intuitive and natural language-based interface for customers to interact with. This makes the self-service experience more efficient and user-friendly. One such example is OpenQuestion, an AI-powered platform that uses natural language to understand customer inquiries more accurately and provide more personalized responses. This helps to improve customer satisfaction and reduce the need for transfers to human agents, ultimately reducing costs for the contact center.

IVR/ What does IVR stand for in a call center?  

In a call center environment, IVR stands for Interactive Voice Response, which is used to provide self-service options to callers before they reach a live agent. One of the main challenges of IVRs is the lack of a good customer experience, as touch tone is a limited option. Another challenge is maintaining the IVR system to ensure that it remains up-to-date with changes to products, services, or contact center operations. This can require significant resources and investment. New IVR systems provide a more intuitive and natural language-based interface for customers to interact with. This makes the self-service experience more efficient and user-friendly. One such example is OpenQuestion, an AI-powered platform that uses natural language to understand customer inquiries more accurately and provide more personalized responses. This helps to improve customer satisfaction and reduce the need for transfers to human agents, ultimately reducing costs for the contact center.

IVR/ What is Interactive Voice Response IVR?  

Interactive Voice Response (IVR) is a technology used to automate interactions with telephone callers. One of the main challenges of IVRs is the lack of a good customer experience, as touch tone is a limited option. Another challenge is maintaining the IVR system to ensure that it remains up-to-date with changes to products, services, or contact center operations. This can require significant resources and investment. New IVR systems provide a more intuitive and natural language-based interface for customers to interact with. This makes the self-service experience more efficient and user-friendly. One such example is OpenQuestion, an AI-powered platform that uses natural language to understand customer inquiries more accurately and provide more personalized responses. This helps to improve customer satisfaction and reduce the need for transfers to human agents, ultimately reducing costs for the contact center.

IVR/ What is IVR?  

IVR stands for Interactive Voice Response, which is a technology used to automate interactions with telephone callers. One of the main challenges of IVRs is the lack of a good customer experience, as touch tone is a limited option. Another challenge is maintaining the IVR system to ensure that it remains up-to-date with changes to products, services, or contact center operations. This can require significant resources and investment. New IVR systems provide a more intuitive and natural language-based interface for customers to interact with. This makes the self-service experience more efficient and user-friendly. One such example is OpenQuestion, an AI-powered platform that uses natural language to understand customer inquiries more accurately and provide more personalized responses. This helps to improve customer satisfaction and reduce the need for transfers to human agents, ultimately reducing costs for the contact center.

IVR/ What is an IVR?  

An IVR (Interactive Voice Response) is a computerized telephony system that allows individuals to interact with a phone system through voice and touch-tone keypad inputs. One of the main challenges of IVRs is the lack of a good customer experience, as touch tone is a limited option. Another challenge is maintaining the IVR system to ensure that it remains up-to-date with changes to products, services, or contact center operations. This can require significant resources and investment. New IVR systems provide a more intuitive and natural language-based interface for customers to interact with. This makes the self-service experience more efficient and user-friendly. One such example is OpenQuestion, an AI-powered platform that uses natural language to understand customer inquiries more accurately and provide more personalized responses. This helps to improve customer satisfaction and reduce the need for transfers to human agents, ultimately reducing costs for the contact center.

IVR/ What is Interactive Voice Response (IVR)?  

Interactive Voice Response (IVR) is a technology used to automate interactions with telephone callers. One of the main challenges of IVRs is the lack of a good customer experience, as touch tone is a limited option. Another challenge is maintaining the IVR system to ensure that it remains up-to-date with changes to products, services, or contact center operations. This can require significant resources and investment. New IVR systems provide a more intuitive and natural language-based interface for customers to interact with. This makes the self-service experience more efficient and user-friendly. One such example is OpenQuestion, an AI-powered platform that uses natural language to understand customer inquiries more accurately and provide more personalized responses. This helps to improve customer satisfaction and reduce the need for transfers to human agents, ultimately reducing costs for the contact center.

IVR/what does IVR mean in a call center?

In a call center environment, IVR means Interactive Voice Response, which is used to provide self-service options to callers before they reach a live agent. One of the main challenges of IVRs is the lack of a good customer experience, as touch tone is a limited option. Another challenge is maintaining the IVR system to ensure that it remains up-to-date with changes to products, services, or contact center operations. This can require significant resources and investment. New IVR systems provide a more intuitive and natural language-based interface for customers to interact with. This makes the self-service experience more efficient and user-friendly. One such example is OpenQuestion, an AI-powered platform that uses natural language to understand customer inquiries more accurately and provide more personalized responses. This helps to improve customer satisfaction and reduce the need for transfers to human agents, ultimately reducing costs for the contact center.

IVR/ how IVR works?

IVR systems work by using voice recognition or touch-tone keypad inputs to guide callers through a series of pre-recorded prompts and options. One of the main challenges of IVRs is the lack of a good customer experience, as touch tone is a limited option. Another challenge is maintaining the IVR system to ensure that it remains up-to-date with changes to products, services, or contact center operations. This can require significant resources and investment. New IVR systems provide a more intuitive and natural language-based interface for customers to interact with. This makes the self-service experience more efficient and user-friendly.

openquestion in 2 minutes

IVR in a call center/What is an 

One of the main challenges of IVRs is the lack of a good customer experience, as touch tone is a limited option. Another challenge is maintaining the IVR system to ensure that it remains up-to-date with changes to products, services, or contact center operations. This can require significant resources and investment. New IVR systems provide a more intuitive and natural language-based interface for customers to interact with.

This makes the self-service experience more efficient and user-friendly.

IVR/ What is an IVR in contact centers? 

IVR contact centers refers to the use of IVR technology in a contact centers environment to automate certain functions and provide self-service options to callers. One of the main challenges of IVRs is the lack of a good customer experience, as touch tone is a limited option. Another challenge is maintaining the IVR system to ensure that it remains up-to-date with changes to products, services, or contact center operations.

This can require significant resources and investment. New IVR systems provide a more intuitive and natural language-based interface for customers to interact with. This makes the self-service experience more efficient and user-friendly. One such example is OpenQuestion, an AI-powered platform that uses natural language to understand customer inquiries more accurately and provide more personalized responses. This helps to improve customer satisfaction and reduce the need for transfers to human agents, ultimately reducing costs for the contact center.

IVR self-service solutions/what is 

Self-service options provided by an IVR system, such as account balance inquiries or bill payments.

IVR System/what is 

A type of technology that uses automated voice and touch-tone input to interact with customers and provide information or support. 

IVR/ What are the disadvantages of 

The disadvantages of Interactive Voice Response (IVR) systems include limited language and voice recognition capabilities, long wait times, and a lack of personalization, which can result in customer frustration and dissatisfaction.

IVR/ What are the two types of 

The two types of Interactive Voice Response (IVR) systems are Inbound IVR, which is used for customer self-service, and Outbound IVR, which is used for proactive customer outreach and notifications.

IVR technology/what is  

A type of technology that uses automated voice and touch-tone input to interact with customers and provide information or support.

IVR/ How does IVR system works 

Interactive Voice Response (IVR) systems use pre-recorded voice prompts and touch-tone keypad or voice recognition inputs to interact with callers, guiding them through menus and providing self-service options or routing them to the appropriate agent.

IVR/Do consumers like IVR 

Consumer opinions about Interactive Voice Response (IVR) systems are mixed, with some finding them convenient for self-service options, while others find them frustrating due to long wait times and difficulty navigating menus.

IVR virtual agent/what is a 

An IVR system that uses a virtual assistant to interact with customers and provide information or support. 

IVR Voice interaction design/what is 

The process of designing the voice and touch-tone interactions between customers and an IVR system to ensure a positive customer experience. 

Is IVR an API? 

No, Interactive Voice Response (IVR) is not an API. It is a technology that uses pre-recorded voice prompts and inputs from touch-tone keypads or voice recognition to interact with callers, providing self-service options or routing them to the appropriate agent.

IVR/ What does IVR mean in communication? 
IVR stands for Interactive Voice Response, which is a technology used in communication that allows callers to interact with pre-recorded voice prompts and navigate menus using touch-tone keypads or voice recognition to perform self-service tasks or route to the appropriate agent.

J  

Journey mapping/what is  

Journey mapping is the process of visually illustrating the actions and perceptions customers take or have as they achieve their goals throughout a relationship with your company. Journey mapping helps cross-functional teams align on ideal journeys that can improve the customer’s experience.

K 

Key Performance Indicator (KPI) /what is 

A measurable value used to evaluate the success or performance of a call or contact center, such as call resolution time, customer satisfaction, or agent productivity.

 

Misrouting in Call Centers/how to avoid 

Misrouting in call centers can be avoided by implementing call routing based on the caller’s intent, providing clear menu options, training agents to handle different types of calls, and regularly reviewing call logs and routing patterns to identify and address any issues.

Misrouting in Contact Centers/how to avoid 
Misrouting in contact centers can be avoided by implementing intelligent routing based on customer needs, ensuring agents have access to relevant customer data, providing ongoing training, and regularly monitoring call logs and routing patterns to identify and address any issues.

Modern contact center/what is 

A modern contact center is a central point in an enterprise from which inbound and outbound customer communications—including voice calls, email, social media, and Web chat—are managed and supported to continuously meet the adoption of new customer experience (CX) channels. The contact center plays a critical role in today’s customer experience. As customer expectation and demands have changed, contact center modernization has become a key differentiator.

Multichannel cloud contact center/what is 

A multi-channel cloud contact center is a customer experience (CX) solution that integrates multiple touchpoints – including voice, text, social media and the web – making them accessible via an Internet server.

Multi-Channel Support/what is 

The ability to provide customer support through multiple channels, including phone, email, chat, and social media.   

Modern IVR/whats is  

Modern Interactive Voice Response (IVR) systems use advanced technologies such as natural language processing and speech recognition to provide more personalized and efficient self-service options for customers, improving their overall experience with the system.

 

Natural language IVR/what is 

A system that uses natural language to understand and respond to customer requests in a conversational manner. 

Natural Language Processing (NLP) /what is 

A branch of artificial intelligence that focuses on enabling computers to understand and respond to human language.

Net Promoter Score (NPS) /what is 

Both a loyalty metric and a discipline for using customer feedback to fuel profitable growth in your business. Net Promoter Score (NPS) is a macro metric based on the single question and has been adopted by leading companies worldwide as the standard for measuring and improving customer loyalty.

 

Omnichannel/what is 

A seamless customer service approach that integrates various communication channels, providing a consistent experience across all platforms.  

Omnichannel cloud call center/what is 

An omnichannel cloud call center is a multi-channel contact center that delivers seamless customer experiences across all touchpoints leveraging modern cloud-based infrastructure and services. A third-party service provider hosts the call center infrastructure in their own data center and the company will pay a monthly or annual service fee for hosting the infrastructure.

Omnichannel cloud contact center/what is 

An omnichannel cloud contact center is a multichannel customer experience strategy that seamlessly connects all touch points and is available via an internet server.

Omnichannel customer experience/what is 

An omnichannel customer experience is made up of individual customer touchpoints, over a variety of channels that seamlessly connect, allowing customers to pick up where they left off on one channel and continue the experience on another.

Omnichannel customer journey/what is 

An omnichannel customer journey consists of key interactions over multiple touchpoints between customer or prospect and a company during the point of sale and throughout the customer lifecycle.

Omnichannel customer service/what is 

Omnichannel customer service consists of numerous interactions across multiple touchpoints between a customer, or prospective customer, and product or service provider during the time of sale, and throughout the customer lifecycle.

Open ended questions/what is 

Open ended questions relate to the verbal communication between a human caller and a contact center. The technology asks the user what they would like support within a human-like way.

OpenQuestion/what is 

OpenQuestion is Teneo-based product that listens to users requests when they call a business for support. OpenQuestion listens to the request and routes the user to the correct agent, without the need for a caller to use the keypad to navigate through a menu.

Outbound call center/what is 

An outbound call center is a central point where call center agents contact current or prospective customers on behalf of an organization. Outbound calls are conducted for many purposes, including but not limited to: sales calls to prospective customers, debt collection, customer surveys, or for proactive customer service.

Outbound IVR/what is 

An outbound IVR is a contact center solution used to proactively distribute communications to customers. This technology allows an organization to automatically engage customers through multiple channels such as automated voice calls, SMS messages, email or social media posts using personalized notifications.

swisscom ivr

 

Personalization/what is 

The ability of a virtual assistant to tailor its responses to an individual customer based on their previous interactions and preferences. 

Prompt/what is 

A message played to a caller that gives the caller a choice of selections in a menu and asks for a response.

Q 

Quality Assurance (QA) /what is 

The systematic process of evaluating agent performance and customer interactions to ensure adherence to established standards and continuous improvement.

Queue/what is 

A virtual line of callers waiting to be connected to an agent. Waiting on hold refers to the time a customer spends waiting in a queue or on the line for an agent or representative to become available to assist them with their inquiry or issue. It is a common experience in customer service, often leading to frustration and dissatisfaction.

 

Routing/what is 

Routing in customer service refers to the process of directing incoming customer interactions to the appropriate agent or department, based on various criteria such as customer needs, agent expertise, and availability, improving efficiency and customer satisfaction.

ROI conversational IVR

S  

Sentiment analysis/what is 

Sentiment analysis, also referred to as opinion mining, is the process of analyzing speech or text to identify the emotional tone. The process uses artificial intelligence (AI)-powered natural language processing (NLP) to determine how the customer feels throughout an interaction. This information is an important component of Voice of the Customer (VoC) analysis.

Service Level Agreement (SLA) /what is 

A contract between a call or contact center and a client, defining the expected level of service, performance standards, and response times.

Skill Based Routing/what is  

Skills-Based Routing is the process of routing incoming calls to the agent who is best equipped to handle the call based on their skills and expertise.

Software as a service (SaaS) /what is 

Software as a Service (SaaS) is a software licensing model in which software applications are centrally hosted by a provider and delivered to customers via a web browser. SaaS is typically licensed on a subscription basis. SaaS is a viable option for many contact centers wishing to improve profitability and customer experience without increasing operation costs. By reducing hardware and software support and maintenance costs by moving to the cloud, contact center executives can focus more time and resources on delivering exceptional customer experiences, Teneo is a cloud-based solution that helps businesses deliver exceptional customer experiences while leveraging a SaaS model to reduce the total cost of ownership.

Speech analytics/what is 

Speech analytics uses artificial intelligence (AI)-powered natural language understanding (NLU) to analyze voice recordings or live customer calls. The analysis can spot topics or key phrases; identify customer intent and sentiment; and help contact centers assess both agent performance and drivers of inbound interactions.

Speech-enabled IVR/what is 

Speech enabled system uses speech recognition technology to understand and respond to customer requests, rather than touch-tone input. 

Speech-to-text/what is 

Is also known as speech recognition or voice recognition, is a technology that converts spoken words into written text. It involves using algorithms and machine learning to analyze audio recordings of human speech and transcribe the words into a text format that can be displayed on a screen or processed by a computer.

 

Talk time/what is 

The average time an agent spends on each call, a common call center performance metric. In general, fast talk time averages are desirable. However, fast talk time averages accompanied by poor first call resolution rates are a sign that customer calls are not being answered satisfactorily.  

Telephone Experience/what is 

Telephone experience refers to the overall experience a customer has when interacting with a company via telephone, including the quality of voice communication, wait times, call routing, and the effectiveness of the customer service provided, influencing customer satisfaction and loyalty.

Teneo/what is 

Teneo is a conversational AI platform that allows businesses to build and deploy intelligent virtual assistants across multiple channels, providing personalized customer interactions and automating routine tasks.Telephone experience refers to the customer’s overall experience while interacting with a company via telephone, including the quality of voice communication, wait times, call routing, and the effectiveness of the customer service provided.

Touchpoint/what is 

Each impression a customer has of an organization (be it advertising, product, email, etc.) can be called a touchpoint. These touchpoints can spurn an interaction with the organization, which in turn creates a customer experience.  

Traditional IVR/what is 

Traditional Interactive Voice Response (IVR) systems use pre-recorded voice prompts and touch-tone keypad inputs to guide customers through menus and self-service options, often resulting in limited personalization and frustrating experiences.

Transfer rates/what is 
Transfer rates in customer service refer to the percentage of customer interactions that are transferred from one agent or department to another. High transfer rates can result in longer wait times and increased customer frustration.

Tranforming an IVR/what is 

Transforming transfer rates in customer service can be achieved by implementing intelligent routing, providing agents with access to relevant customer data, and ensuring agents have the skills and knowledge to handle a variety of inquiries, resulting in more efficient and personalized customer interactions.

TTS Text-to-Speech/what is  

An optional feature that allows an application to play speech directly from ASCII text by converting that text to synthesized speech.  

 

Upgrading an IVR/what is 

Upgrading an Interactive Voice Response (IVR) system can improve customer experience by implementing advanced features such as natural language processing, speech recognition, and personalized routing, resulting in faster and more efficient self-service options and reduced wait times.

Telefonica IVR

 

Virtual agent/what is 

A virtual agent is a contact center capability that uses a virtual character, created through computer generation, animation, and artificial intelligence, as a customer service agent via chat bot functionality. A virtual agent may also refer to a contact center or call center customer service agent that works from a remote location outside of an organization’s physical building.  

Virtual Assistant/what is 

A software program that provides support, information, and assistance to users through natural language interactions. 

Virtual assistant IVR/what is 

An IVR system that uses a virtual assistant to interact with customers and provide information or support. 

Voice-activated IVR/what is 

An IVR system that is triggered by a customer’s voice, rather than touch-tone input.   

Voice-activated Virtual Assistant/what is  

A virtual assistant that can be controlled using voice commands. 

Voice authentication/what is 

A biometric used to verify who the speaker says he or she claims to be. Voice extensible markup language (VXML) Voice XML (extensible markup language) – VXML is similar to HTML in that it enables users to interact with the Internet through voice-recognition technology. It relies on a voice browser and/or the telephone to access information. VXML handles input and output audio dialog, dialog sequencing, error handling and client-side scripting.

Voice Biometrics/what is  

The process of using voice recognition technology to identify an individual based on their unique voiceprint. 

Voice biometrics IVR/what is  

An IVR system that uses voice biometrics to verify the identity of the customer and provide personalized service. 

Voice platform/what is 

A voice platform executes the commands and logic specified by a voice application, provides speech processing capabilities (e.g., speech recognition, text-to-speech, voice authentication) and enables application creation. They also interface with back-end systems (e.g., databases, CRM applications, legacy systems) and call center infrastructure (i.e., computer telephony integration), and provide system management and administration capabilities.

Voice Recognition/what is  

The ability of a virtual assistant to understand and respond to spoken language. 

Voice response unit (VRU) /what is 

A software system that uses responses from a touch tone telephone to gather and store data. It uses a human voice to read back. It is sometimes referred to as the Interactive Voice Response.

Voice User Interface (VUI): The interface through which customers interact with a virtual assistant using voice commands. 

  

Workforce engagement/what is 

Workforce engagement describes the level of commitment and enthusiasm employees feel for the work they do, the customers they serve and the company that employs them. Workforce engagement is tightly aligned with the quality of the customer experience. A highly engaged workforce is more likely to align individual professional growth with company goals and values, resulting in a stronger voice for the organization’s brand.

Workload management/what is 

Workload management is the process of strategically distributing work throughout the workforce in order to maximize employee or application skill and performance. Apply routing 

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