Containment

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How To Setup an IVR Call Flow to Maximize Containment Rate

For businesses using Interactive Voice Response (IVR) systems, a well-designed call flow is essential to streamline customer journeys and optimize self-service options. When crafted strategically, IVR call flows empower customers to resolve common issues independently, ensuring that human agents can focus on complex or high-priority cases. Optimizing IVR call flow is an ongoing process, as customer needs and company capabilities…