Interactive Voice Response

What does interactive voice response mean? 

Interactive Voice Response (IVR) is a telephony technology that automates interactions with callers through pre-recorded responses and menu-driven input. It enables callers to fetch information or complete a transaction without human assistance by using keypad inputs or voice commands. IVR systems enable efficient call management by either delivering instant information or routing calls to the right team based on the caller's selections, reducing the need for direct agent involvement.   

Businesses using IVR can avail benefits like: 

• Caller prioritization: IVR quickly assesses caller needs, ensuring urgent requests are addressed first. 
• Always on: Offers round-the-clock response capabilities, handling calls anytime without extra personnel. 
• Cost efficiency: Reduces the need for live agents by automating basic inquiries and cutting down expenses. 

Now that you understand what interactive voice response is, let’s jump into how it works.   

How does interactive voice response work?  

Here is a concise and holistic overview of how an interactive voice response system works.  

• Caller interaction: IVR greets callers with prerecorded messages and prompts for input via keypad or voice. 
• Input processing: Utilizes DTMF signals or speech recognition to interpret and process the caller's responses. 
• Data retrieval: Accesses relevant data from databases or executes logic based on input to provide accurate responses. 
• Response delivery: Delivers information or navigational options to the caller, using VoiceXML to manage interactions. 
• Call routing: If needed, seamlessly transfers the call to a human agent, using computer telephony integration (CTI) for data visibility.