INTERACTIVE VOICE RESPONSE (IVR) METHOD PERFORMED USING IVR SYSTEM, AND IVR SYSTEM

摘要

This interactive voice response (IVR) system includes: IVR that enables a call between an operator at a contact center and a subject calling the operator, and connects to the contact center via a first communication route; and an IVR control unit that controls the IVR, and connects to a terminal device of the operator at the contact center via a second communication route different from the first communication route. The IVR control unit acquires, via the second communication route, an operator number corresponding to the operator. During a call with the subject, if the subject performs a callback input operation or a callback condition is satisfied, the IVR forwards the call with the subject to the contact center via the first communication route, and the IVR transmits the operator number of the assigned operator who forwarded the call to the IVR to a proxy operator who received the forwarded call.