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IVR systems allows callers to interact with your communications system over the   telephone. IVR is used to enable the caller to retrieve information from a database, enter information into a database, or both. IVR systems allow you to efficiently exchange information, reducing clerical processing.

How It Works?

An IVR system talks to callers following a recorded script. It prompts a response the caller to respond either verbally or by pressing a touchtone key, and supplies the caller with information based on responses made.

Features of IVR Software:
IVR system should store responses made by callers.
Should be able to provide different responses to callers based on time of day called.
Should be able to capture either touch-tone or voice responses by callers.

Common uses of IVR:

  • Automated Attendant:  A specialized form of an Interactive Voice Response system. An IVR connected to a PBX. When a call comes in, this device answers it, and says something like: "Thanks for calling the ABC company. If you know the extension number you'd like, push button that extension now and you'll be transferred. If you don't know it, push-button "0" (zero) and the live operator will come on. Or wait a few seconds and the call operator will come on anyway." Sometimes the automated attendant might give you other options -- like "dial 3" for a directory. Automated attendants are sometimes connected also to voice mail systems ("I'm not here. Leave a message for me."). Some people react well to automated attendants. Others don't.

  • Electronic Voice Mail:  A system which stores messages spoken by a user usually over a telephone, which can be retrieved by the intended recipient when that person next calls into the system. Also called Voice Mail, it operates just like a touch-tone controlled answering machine.