What are the functions of "Interactive Voice Response (IVR)" in IPO?

The function of "Interactive Voice Response (IVR)" in the IPO (IP Office) system primarily revolves around automating call routing and providing information to callers through the telephone. When a caller interacts with the IVR system, they are typically prompted to enter responses using their phone keypad or speak their preferences. This allows the system to understand the caller's needs, route the call to the appropriate department or individual, and deliver relevant information, such as account details or service menus, without the need for human intervention.

This automation enhances efficiency by reducing wait times and streamlining the handling of common inquiries, which can significantly improve customer satisfaction. The IVR system is crucial in managing high call volumes and ensuring that callers receive timely assistance.

The other options do not accurately represent the primary functions of IVR. While video calls and manual interfaces for customer service agents are features of broader communication systems, they do not fall under the specific functions of IVR. Similarly, while tracking customer interactions can be valuable for analysis, it is not a direct function of IVR; its main role is in automating responses and routing calls.