Normally, every IVR has menus to guide a caller through its options to get required information or browse through to reach a human agent. These menus are normally short, specific to caller requirement as the IVR system is intended for. While many IVR has fixed menus, “Dynamic IVR Menu” can be used to increase better caller experience while using an IVR Syestem.
What is Dynamic Menu
Dynamic IVR Menu can be defined as menus that changes as per information provided by the caller. The very first information a caller provides is its caller id. Using this information IVR can retrieve many information of the caller. For example, it can retrieve if the caller is an existing customer, if he has called earlier if he has some pending complaints etc.
With these kind of information, the menu of the IVR could be changed to address the concerns of the caller much faster and better way.