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What Is an Interactive Voice Response (IVR)?

Contact Center Glossary > Interactive Voice Response (IVR)

Interactive Voice Response (IVR) Definition | TLDR

IVR is an automated telephony system that interacts with callers through voice prompts and keypad inputs, allowing customers to access information, make selections, and complete transactions without speaking to a live agent.

Interactive Voice Response (IVR) Meaning

Interactive voice response (IVR) is an automated telephony system that interacts with callers, gathers information, and routes calls to the appropriate destination using voice or keypad inputs. IVR systems are commonly used by businesses and organizations to handle a high volume of incoming calls efficiently and provide callers with self-service options for accessing information or completing tasks without the need for human intervention. IVR systems use pre-recorded voice prompts and menu options to guide callers through various options and collect relevant information to fulfill their requests.

Which AI Domains Are Used by Interactive Voice Response Applications?

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Interactive voice response (IVR) is an automated telephony system that interacts with callers, gathers information, and routes calls to the appropriate destination using voice or keypad inputs. IVR systems are commonly used by businesses and organizations to handle a high volume of incoming calls efficiently and provide callers with self-service options for accessing information or completing tasks without the need for human intervention. IVR systems use pre-recorded voice prompts and menu options to guide callers through various options and collect relevant information to fulfill their requests.

IVR systems offer several benefits for businesses and organizations, including improved customer service, increased operational efficiency, and cost savings. By automating routine inquiries and tasks, IVR systems reduce the need for human intervention and enable callers to access information or complete transactions quickly and conveniently. This not only enhances the overall caller experience by reducing wait times and providing self-service options but also allows businesses to streamline their operations, allocate resources more effectively, and lower operational costs associated with call handling. Additionally, IVR systems can be integrated with other customer service channels such as live chat or email to provide a seamless omnichannel experience for customers.

FAQs

Yes. IVR systems can access and retrieve information from databases or external systems in real-time, enabling them to provide callers with up-to-date information on various topics such as account balances, order status, or appointment schedules.

Yes. IVR systems provide callers with self-service options for completing routine tasks such as bill payments, account inquiries, or appointment scheduling, reducing the need for human intervention and improving efficiency.

Yes. IVR systems can be integrated with other customer service channels to provide a seamless omnichannel experience for callers, allowing them to transition between different channels while maintaining continuity in their interactions.

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