What Is Interactive Voice Response: IVR Definition & Benefits.

You’ve been on your phone for what feels like hours, but it’s actually just been five minutes. Finally, a robotic voice greets you. After choosing from a list of options, you manage to troubleshoot your concerns with the help of that robotic voice. This is just one feature of Interactive Voice Response. Also known as IVR, it’s a technology that allows callers to interact with the company without being connected to an operator.

In this article, we’ll take a look at Interactive Voice Response (IVR) and what it is. We will also discuss the benefits of IVR tools to help you decide if they’re right for your company.

What is Interactive Voice Response (IVR)?

Interactive Voice Response (IVR) is a phone system feature that allows customers or business employees to interact with a computer system through voice or touch-tone dialing.

With Interactive Voice Response, your automated telephony system can have basic interactions with your callers without having to go through a human operator, consuming both their and your agent’s time.

¿Why Would a Business Use an IVR System?

Traditionally, customers seek assistance from customer service specialists in person (like when visiting Apple’s Genius Bar) or over the phone by calling a dedicated customer support number.

¿How Does an IVR System Work?

    An Interactive Voice Response system is a type of computer-telephony integration (CTI). To integrate IVR technology in your contact center, you need a telephony board and dedicated IVR software that will let you pre-record greetings for callers. You can customize these recordings to a caller’s needs. This way they’ll hear a different message when they’re trying to log into their account than when they’re calling to purchase products from your company.

He Technical Basics

On a technical level, an Interactive Voice Response system consists of the following:

• Telephony equipment
• IVR software applications
• A database
• Support infrastructure

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