Glossary • Telephony
What it means:
Telephony is a technology which allows voice and interactive communication between two points through the usage of appropriate equipment.
Similar to Interactive Voice Response (IVR), Telephony is the technology that interprets a specific combination of user-generated button touches and voice commands to input information to, and access a business’s databases to better answer a caller’s query. This can come in the form of selecting number options to move through a menu, or verbalising your account information to be directed to the correct place.
We’ve all experienced the voice that tells us to “press 1 for customer service, 2 for sales, 3 for billing…” and so on. This is a simple and effective way to significantly reduce costs and increase efficiency within your company, as calls are directed to the appropriate handler every time.