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IVR System

Interactive Voice Response (IVR) System Solutions

Such recorded greetings, inviting a response via the caller's touch-tone telephone keypad, are generated by interactive voice response (IVR) systems, which for two decades have been the principal communications interface between the public and corporate world, supporting self-service applications -- or at least reducing the workload on live call agents. But these days, IVR systems are changing, leaving less and less likelihood of callers being trapped in "touch-tone hell." More corporations are switching to speech recognition so that callers are greeted by a voice that invites them to simply state their business. Reacting to the words they recognize, these systems route the calls accordingly.


"Interactive voice response, or IVR, is a computerized phone system that enables a person, typically a telephone caller, to make a selection from a voice menu. The selection is made using touchphone keypad entries or voice responses. The phone system plays pre-recorded voice prompts and the person typically presses a number on a telephone keypad to select the option associated with the voice prompt. This interaction allows the individual to communicate with the phone system and thus the computer system to either obtain information or to process a transaction.