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Glossary

What is Interactive Voice Response (IVR)?

Interactive Voice Response, which is commonly called as IVR, is a computerized telephony system that not only allows the computer to interact with callers through the voice and inputs via keypad, but also helps gather information and place calls to customers. In telecommunications, an Interactive Voice Response System (IVRS) enables customers to communicate and interact with an organization’s host system by accepting a blend of voice telephone input and keypad selection. These systems can either respond with recorded or instantaneously generated audio message to direct customers regarding how to take things further. There are some IVR systems that guide customers to service their queries by responding them over telephone, fax, e-mail or some other media. These systems can take care of large influx of incoming calls. An IVR application not only provides pre-recorded voice responses for situations, it can also access relevant data and has the capability to tape voice input for later use/handling. IVR applications use Computer Telephony Integration (CTI) to transfer a call to human agents who can see data related to the consumer at a display screen.

Typically, an IVR system is made up of telephone equipment, software application, knowledge database and supporting infrastructure. Some common use of IVR applications are:

  • Automated bank account transactions
  • Surveys and polls
  • Office call routing
  • Call center forwarding
  • Order entry transactions
  • Information lookup

Nowadays, companies are opting for call center services that implement IVR applications to control various functions which require the interface to be segregated into different segments of simple interactions.

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