What is an IVR System?

The keyword in IVR is V- or voice. An automated voice responds to a caller’s request for information triggered through prompts.

The caller may response via touch tone or speech recognition, but the caller is engaged in a dialog with database information regarding an account, a gift card or some other transaction.

Interactive voice response allows input on a touch tone phone to be converted to a database so it can be read by a computer server.

A third party- person doesn’t have to be involved, because there is a direct communication between the caller and the data, which is what the caller is trying to access. What’s more, IVR systems leave an electronic trail behind them, so transactions are on the record.

One example is where a caller is looking to access account balance information. The caller enters her account number, which is sent to the database. The computer then reads back the account information to the caller.

Business, banking, retail and gift cards are examples of how this technology is used.

Credit card activation authorization via telephone numbers is also prime uses for IVR technology.

Gift card balances can be accessed directly using IVR technology, so the person holding the gift card and keep track of how much is spent, and how much remains.

Prescription renewals, appointment verifications, or any number of other day-to-day activities can be achieved through telecom systems with IVR applications.

With an IVR application, a live customer service representative may not be necessary to complete a call.

Many requests can be handled electronically. When a caller leaves the IVR to reach a live
agent, much of the preliminary information is already available once the call is transferred.

This means, the caller doesn’t have to start from scratch.