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Resources » The Proper Role Of The Interactive Voice Response (IVR) In The Contact Center

The proper role of an IVR in a contact center is that it is one of many tools that the business owner has available to them. Implemented correctly, it ensures that they are reaching their strategic goals for their customer base.

The IVR in a contact center is often viewed in an unfortunately siloed way. It has typically been implemented years ago, divorced from the new business processes that have been implemented to allow for the newer strategies around customer contact. It is typically built with tribal knowledge that has been lost over time by the customer.

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