I’ve been looking into IVR for a cloud call setup because our team keeps struggling with calls going to the wrong people. At first I thought IVR is just those annoying phone menus, but after reading this https://www.mightycall.com/blog/call-center-ivr/ I realized it’s more like a “first line” system that filters and routes calls before they even reach agents. It basically lets callers choose what they need and sends them directly to the right person instead of bouncing around.
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I don’t work in call centers, but I deal with workflow systems, and IVR feels like the same idea applied to calls. It’s basically a way to organize incoming requests before they reach the team. From what I’ve seen, these systems work well when they reduce chaos, not when they try to automate everything.