What is an IVR System?
April 29, 2011
By Juliana Kenny
, TMCnet Managing Editor
Any technology that simplifies interactions between businesses and callers using voice recognition software is an IVR system. Standing for Interactive Voice Response, IVR includes speech analytics, voice prompts, and automated tone recognition.
Allowing a computer to interact with callers through voice technology, IVR systems control communication between customers and businesses through any call center or conference system. By handling high call volumes with the automation of customer inquiry processes, IVR systems streamline agent efficiency.
IVR systems can also delay the required interaction between an actual agent and a customer if the customer’s question can be answered via the voice recognition service. The self-service technology that IVR systems employ enables customers to handle their own operations over the phone. The more self-service used, the less time agents have to spend interacting with customers, which saves a business time and money.
Used across many industries such as healthcare, financial, legal, entertainment, etc., IVR systems have evolved extensively from their original place in telecommunications. Users can pay bills, check movie times, track shipping, or make reservations, all using IVR systems.
Including platforms that use hardware and software to run, the applications of the IVR system use programs to direct the voice prompts and other recognition features. The latest developments in IVR employ technology called “voice biometrics” whereas traditional IVR systems use a scripting language such as voice XML.
Juliana Kenny graduated from the University of Connecticut with a double degree in English and French. After managing a small company for two years, she joined TMC (News - Alert) as a Web Editor for TMCnet. Juliana currently focuses on the call center and CRM industries, but she also writes about cloud telephony and network gear including softswitches.
Edited by Rich Steeves