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Interactive Voice Response
Interactive voice response (IVR) is a technology that uses a keypad for a human interaction with voice and DTMF tones through a computer-operated phone system. In telecommunications, any enquiry can be raised through the IVR dialogue, which allows the customers, to interact with the company’s host system via speech recognition or a telephone keypad. The IVR systems have an inbuilt pre-recorded or dynamically generated audio to direct the users in a particular direction depending on their query.
IVR systems are designed to handle and manage a large volume of calls and outbound calling. The IVR can be deployed as an equipment installed on the customer premises or in the PSTN (public switched telephone network) or Application Service Provider (ASP)/hosted IVR. The basic unit of IVR is an Audio Response Unit (ARU) that provides automated voice responses to DTMF keypresses by processing calls based on database information, incoming call inputs and the caller-id input. These ARUs increase the scale and number of attended calls consistently with best timely results.
IVR systems are be variedly used in various sectors like:
- Call Centres