Characteristic features

Until we select an option to contact an agent who will welcome us and answer our questions, it is the automated customer care service that is responsible for our communication with the company. The automated customer care service interacts with a customer through delivering information prepared in the form of pre-recorded sound files and following the options selected by him via a touch-tone keypad. In this way customers specify subjects of their inquiries or information they need.

This automated customer care service, following the defined algorithm and providing specific functions on the defined menu levels, is called Interactive Voice Response (IVR) system.