Contact center workforce 101: IVR vs. chatbots vs. agents
Think Customers
JANUARY 18, 2022
An IVR is an automated phone system technology that allows incoming callers to access information via a selected prompt of prerecorded messages without having to speak to an associate. Humanity and technology, the best of both worlds. To better understand this, let’s dive into the human and robotic makeup of a modern contact center.
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