What is a Prompt?
A prompt is a spoken menu option in an interactive voice response (IVR) system. An IVR is the upfront system in many call centers that greets callers and then verbally presents the menu options available to the caller. These spoken menu options are called prompts. Callers can respond to prompts by pushing a button on their phone's keypad or by speaking their choice.
Because the IVR sets the tone for the rest of the interaction, the menu's structure needs to be well-designed and the recorded prompts clear and on-brand. The voice of the prompt is another detail to be thought through when planning a consistent customer experience: Is the tone formal or casual? Young or mature? Energetic or calm? Many organizations contract professionals to record their prompts and deliver a tone that's just right for their brand.
How NICE is Redefining Customer Experience
NICE CXone is the industry’s only interaction-centric platform where channels, data, applications, and knowledge converge to improve customer experience at scale.
It is the leading, most complete and unified CX Platform on the market, used by thousands of organizations of all sizes around the world to help them consistently deliver exceptional customer experiences. CXone is a cloud native, unified suite of applications designed to help you holistically run your call (or contact) center operations.
