What is meant by Interactive Voice Response (IVR)?
The term "Interactive Voice Response (IVR)" refers to a technology that allows callers to interact with automated phone systems through voice commands or keypad inputs. IVR systems are commonly used in customer service and support centers to efficiently manage calls and guide callers through various menu options. IVR systems help reduce wait times, increase efficiency, and provide a personalized user experience.
Typical software functions in the area of "Interactive Voice Response (IVR)":
- Menu Navigation: Providing voice prompts that guide callers through a menu system to find the desired service or information.
- Voice Command: Allowing callers to use voice commands to select options or retrieve information.
- Keypad Input: Supporting the entry of numbers or keypresses to select menu items or input data.
- Call Forwarding: Automatically forwarding calls to the appropriate department or staff member based on the caller’s selection.
- Speech Recognition: Recognizing and interpreting spoken language to select options or process requests.
- Database Query: Accessing databases to provide personalized information, such as account balances or order status.
- Speech Synthesis: Delivering voice messages through synthesized speech to provide information or instructions to callers.
- Logging: Capturing and recording call data and interactions for later analysis and reporting.