Interactive Voice Response (IVR) is a technology that allows a computer to detect voice and Dual-Tone Multi-Frequency signaling (DTMF) keypad inputs. Now IVR technology is used extensively in all industries, IVR allows customers to access a company’s database via a telephone keypad or by speech recognition, after which they can service their own inquiries by following the instructions. IVR systems can respond with pre-recorded or dynamically generated audio to further direct users on how to proceed. IVR systems can be used to control almost any function where the interface can be broken down into a series of simple menu choices.
IVR systems are typically used to service high call volumes, reduce cost and improve the customer experience. Now a days companies are widely using IVR services to extend the business hours of operation to 24 x 7. Examples of typical IVR Applications are ;