Interactive Voice Response (IVR) explained

Interactive Voice Response (IVR) explained

March 27, 2023

What is Interactive Voice Response (IVR)?

Interactive Voice Response (IVR) is a technology that allows a computer to interact with humans using pre-recorded voice messages or TTS. A caller can use the phone keypad to navigate using DTMF tones. Some IVR systems can recognize voice commands and respond accordingly. Allowing for a more natural and seamless interaction with the system. In the past the IVR was also called Voice Response Unit (VRU) or Voice Response System (VRS).

How does an Interactive Voice Response (IVR) work?

An IVR solution mostly works by playing pre-recorded or computer-generated prompts that instruct the caller on what to do next. For example, IVR dialogues ask the caller to choose from a menu of options by pressing a key on their phone’s keypad. The IVR can based on the input go to the next menu or collect information from other systems and pronounce this to the caller. It can also transfer the call or can route the call to the appropriate department or agent based on the caller’s input.

How caller use an Interactive Voice Response (IVR)?

To use an IVR system. Callers simply dial the number for the business or service and follow the prompts provided by the system. IVR dialogues can be customized to meet the specific needs of a business or service.

For what purpose is an Interactive Voice Response (IVR) used?

IVR solutions can be configured to handle a wide range of tasks. The IVR can be used standing alone for self-service solutions or in combination with for example a Contact/Call Center. Commonly the IVR is used to provide automated information and services to customers based on the collected data from callers. Next to this they are also frequently used in call centers to route calls to the appropriate agent or department. IVR are also used by Telecom Operators for Call Completion solutions and to increase customer satisfaction.

The IVR can be integrated with other systems. Such as databases or Customer Relationship Management (CRM) or Business Support Systems (BSS) software.

There are very many purposes for which an IVR can be used, see also: 30 Examples about how an IVR can help you.

Why should I use an Interactive Voice Response (IVR)?

The IVR can be a cost-effective and efficient way for businesses to handle high volumes of calls. They can handle multiple calls simultaneously and reduce the need for live operators. They can also be used to provide information and services to customers outside of normal business hours, when live operators may not be available. The IVR is not depending on any data or internet connectivity and can be used at any place/time.

Interactive Voice Response (IVR) summary

The Interactive Voice Response is here to stay and it is expected that the market will grow overtime. Overall, the future of IVR looks promising, as the technology continues to evolve and become more advanced. By leveraging AI, NLP, and other technologies. IVR systems are able to provide a more personalized and effective customer experience. It helps businesses to improve their operations and better serve their customers.

IVR systems are a cost-effective and efficient way for businesses to handle high volumes of calls (24×7) and can be customized to meet the specific needs of a business or service.

Would you like to know more?

Livecom provides a Carrier grade Service Delivery Platform with Value Added Services (VAS) solutions. Such as Voicemail, Missed Call Alert, Interactive Voice Response and OMNI-Channel Contact Center solutions all over the world.


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