IVR is used to automate customer service inquires ranging from simple account balance requests to more complex FAQs or call center processes. One way to make customer service inquiries more efficient and improve first call resolution is to let customers receive important or complex documents via fax or email. These requests can be made through an IVR application and can be fulfilled without the need to speak with a live call representative.
IVR functionality for faxing and e-mailing allows callers to search for relevant documents over the phone, such as the terms of a contract or service, account information, or product deals. The IVR system uses speech recognition or touch tone input to accept a caller’s request and the documents are then sent to a fax number or email address provided by the caller . This process saves time and money as callers no longer need to speak with a call center representative to request copies of important documents.
