I’m currently setting up a small cloud-based support line for our team, and I keep hitting the same question around IVR systems. I always thought those “press 1 for sales, press 2 for support” menus were kind of annoying for customers, so I avoided them for a long time. But recently we started missing too many calls or sending people to the wrong person, so I’m reconsidering it. While reading about how IVR actually works in modern cloud systems, I found this explanation https://www.mightycall.com/blog/ivr-software/ and it made me realize it’s not just a basic phone menu anymore. It seems like it can handle routing, business hours, and even distribute calls smarter than we do manually. Still not sure if it’s worth adding for a small team or if it just adds friction for customers.
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Siltakemmakat Group
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I don’t really work in call centers, but I’ve been following this topic because we use similar routing logic in internal IT ticket systems. It’s interesting how IVR is basically the voice version of automated ticket triage.