Automatic voice response method and IVR system performed using IVR (Interactive Voice Response) system

摘要

The IVR system is capable of making a call between a contact center operator and a person who calls with the operator, and controls the IVR (Interactive Voice Response) connected to the contact center through the first communication route, and the IVR. An IVR control unit connected to an operator terminal device of a contact center via a second communication route different from the first communication route, and the IVR control unit assigns an operator number corresponding to the operator through the second communication route. When the call return input operation is performed by the target person or when the call return condition is satisfied while the IVR is talking to the target person, the contact center performs a call with the target person through the first communication route. The IVR transferred the call to the IVR to the proxy operator who accepted the transfer. The operator number of the operator, tell.