IVR (Interactive voice response)

IVR is a telephony industry term that references the collective feature set of customer experience options pertaining to call flows, DTMF and speech entry, menus, and audio prompting. In Genesys Cloud, IVRs are built in Architect. IVR is also referred to as routing in Genesys Cloud.

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About Genesys

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.

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