Interactive Voice Response (IVR) automates interaction between a caller & applications
such as sales, service, collections, support, any kind of information delivery & even commerce. Common IVR
applications include retrieval of information such as prepaid balance, bank balances, flight schedules,
product details, order status, movie show times. IVRs are also increasingly used to place automated
outbound calls to deliver information based on triggers from other applications.
IVR use pre-recorded voice prompts and tree like menu structure to present information and options to
callers, who use touch-tone telephone keypad to select responses. Modern IVR systems also allow callers to
speak their selection, which are recognized by automated speech recognition engine.
Interactive Voice Response systems can reduce customer service costs and enhance productivity by:
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Extending hours of operation (24 by 7)
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Automating routine tasks thereby freeing employees to concentrate on more complex service requests
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Speeding response times to callers |
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Expanding call capacity faster and at a lower cost |
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Providing multi-lingual support
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Reducing the cost of support and service operation
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