Interactive Voice Response (IVR) is an automated telephone system that allows incoming callers to access information via a voice response system of pre-recorded messages or text-to-speech technology with a dual-tone multi-frequency (DTMF) interface to engage callers, allowing them to provide and access information without a live agent. IVR systems can be used to provide information, route calls, and perform actions based on the answers of the caller through the telephone keypad or their voice response. IVR technology is a cost-effective solution for call center teams and improves the employee experience by deflecting incoming calls and allowing agents to focus on high-level tasks.

Some key features of IVR systems include:

• DTMF Interface: IVR systems use a dual-tone multi-frequency (DTMF) interface to engage callers, allowing them to provide and access information without a live agent.

• Pre-recorded Messages: IVR systems use pre-recorded messages or text-to-speech technology to provide information to callers.

• Menu Options: IVR systems provide programmed menu options to assist callers in routing to the appropriate representative for help.

• Speech Recognition: Advanced IVR systems may include speech recognition software to enable a customer to communicate with the system using their voice.

IVR systems can help increase customer satisfaction and improve contact center operations and KPIs. Particularly during times of high call volume, an effective interactive voice response system can help avoid hold time by helping customers find answers and perform simple tasks themselves. In cases where a customer needs or requests to speak with a person, IVR technology can help route calls quickly and seamlessly to the best call center agent to address their inquiry.