So what is IVR?
Interactive voice response (IVR) is a technology that allows a computer to interact with us humans through the use of voice and DTMF tones input via a keypad.
In telecommunications, IVR allows customers to interact with a company’s host system via a telephone keypad or by speech recognition, after which they can service their own inquiries by following the IVR dialogue. IVR systems can respond with prerecorded or dynamically generated audio to further direct users on how to proceed. IVR applications can be used to control almost any function where the interface can be broken down into a series of simple interactions. IVR systems deployed in the network are sized to handle large call volumes.
IVR technology is also being introduced into vehicle systems for hands-free operation. Current deployment in automobiles revolves around satellite navigation, audio and mobile phone systems.
It’s common in industries that have recently entered the telecommunications industry to refer to an auto attendant message as an IVR. The terms, however, are distinct and mean different things to traditional telecommunications professionals, whereas emerging telephony and VoIP professionals often use the term IVR as a catch-all to signify any kind of telephony menu, even a basic automated attendant
IVR solutions enable users to retrieve information such as bank balances, flight schedules, product details, order status, movie show times, and more from any telephone. Additionally, IVR solutions are increasingly used to place outbound calls to deliver or gather information for appointments, past due bills, and other time critical events and activities.
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