IVR
Interactive Voice Response!
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| IVR - Interactive Voice Response – the blanket term for automated call handling systems where the user interacts with a computer controller voice signal (either recorder real speech or computer generated). The interaction can be through the use of a touch tone telephone or through speech recognition. Interactive voice response: the link between people using the phone and computer databases. This technology (along with automatic speech recognition, ASR) allows callers to speak in their natural voice to complete transactions or queries over the phone. IVR is the foundation for much transaction processing applications today, such as automated attendants, internal/external directory assistance, and a multitude of self-service options. Speech recognition is fast replacing the DTMF method of IVR and is one of the most important innovations in telephony-based self-service. IVR systems, IVR solutions and IVR software can be very cost effective as they reduce the cost of live operator services.
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