I’ve been looking into IVR for our small support team, mostly because calls keep getting mixed up between people. At first I thought IVR is just those “press 1, press 2” menus, but after reading this https://www.mightycall.com/blog/ivr-software/ I realized it’s more about structuring the whole call flow. From what I understood, IVR can automatically route calls, give basic info like working hours, and even reduce the need for constant transfers. Now I’m wondering if it actually improves things in practice or if it just adds another layer that customers have to go through before reaching a real person.
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I don’t work in call centers, but I deal with workflow systems, and IVR feels like the same concept applied to calls. It’s basically a way to organize incoming requests before they hit your team. From what I’ve seen, these systems work well when they’re simple and focused. Once they get too complex, people stop following them properly, and it defeats the purpose.