IVR improves efficacies and customer service by providing callers with real time access to information, thus saving costs by automating service inquires. However, IVR is also used by many companies to automate workforce reporting. Since nearly everyone has a cell phone, companies use IVR to provide field employees with a facility to update reports and work orders, clock in/out, report patient status, or drive nearly any task that involves querying a data source. For more information about IVR and workforce automation, please visit Plum’s IVR case studies page.
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