Which system can generate a report on the number of customers who check their balance via a call without speaking to an agent?

The Interactive Voice Response (IVR) system is designed to handle incoming calls and allow callers to interact with the system through voice or keypad inputs. A key advantage of IVR systems is their ability to provide automated services, such as checking account balances, without the need for human agents. This means that the number of customers checking their balances specifically through the IVR can be monitored and reported.

Additionally, IVR systems can track various metrics, which makes it feasible to produce reports that indicate how many customers engaged with the balance inquiry feature. This capability allows organizations to assess the effectiveness of their self-service options and identify trends regarding customer interactions.

In contrast, an Automatic Call Distributor (ACD) primarily routes calls to the appropriate agents rather than generating detailed reports on automated services. A Private Branch Exchange (PBX) facilitates call management within an organization but does not specifically have reporting on customer interactions with self-service options. Time and Attendance systems are focused on tracking employee working hours and scheduling, unrelated to customer interactions via calls.