IVR or Interactive Voice Response is an automated system that will interact with your callers and route the calls to the appropriate agent. This helps prevent unwanted distribution of labor and helps your agents focus on tasks that will help push your company forward. You will require a combination of touch tone selection and voice input to generate an appropriate response. This system can also be programmed to provide the right feedback in the form of a callback, fax, email or any other media. That way, your agents will only be engaged in top priority tasks.