What is external IVR interface in SAP CRM-CCI - SAP Contact Center?

SAP Term: external IVR interface

• Component: CRM-CCI

• Component Name: SAP Contact Center

• Description: Enables that a SIP-enabled speech recognition IVR server can be integrated into an system

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• Key Concepts: 
  External IVR interface is a component of the SAP Contact Center (CRM-CCI) that allows customers to interact with a company’s contact center system through an automated voice response system. It enables customers to access information, such as account balances, without having to speak to a customer service representative. 
  
  How to use it: 
  The external IVR interface can be used by customers to access information quickly and easily. Customers can call the contact center and enter their account number or other identifying information into the automated system. The system will then provide them with the requested information. 
  
  Tips & Tricks: 
  When using the external IVR interface, it is important to ensure that the customer’s information is secure and that their privacy is respected. Additionally, it is important to ensure that the automated system is easy to use and understand for customers. 
  
  Related Information: 
  The external IVR interface is part of the SAP Contact Center (CRM-CCI). Other components of this system include customer relationship management (CRM), customer service management (CSM), and customer experience management (CEM).