IVR


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IVR

IVR

(Interactive Voice Response) An automated telephone information system that speaks to the caller with a combination of fixed voice menus and data extracted from databases in real time. The caller responds by pressing digits on the telephone or speaking words or short phrases. Applications include bank-by-phone, flight-scheduling information and automated order entry and tracking.

Handle the Easy Questions
IVR systems allow callers to get needed information 24 hours a day. They are also used as a front end to call centers in order to route as many calls as possible away from costly human agents. In such cases, IVR does not replace the agent, but keeps them from constantly having to answer the same simple questions.

The IVR System
Most IVR systems reside in PCs equipped with specialized PCI cards that connect to the telephone system to switch the calls. Systems can be networked on LANs and come with software that lets the developer create applications quickly. Most allow for the building of call flows by dragging and dropping icons of functions. See IVVR, voice portal, ASR, ACD, CTI and V-Commerce.
References in periodicals archive ?
The directors further added, “In this competitive world, it is imperative to offer a robust set of IVR applications across the globe.
Ifbyphone's IVR solution also comes bundled with unlimited live telephone support.
The report also profiles the IVR technology in place within these companies, provides an analysis of IVR strategies and approaches, including deployment drivers, IVR objectives, IVR measurement techniques, system features, and promotional campaigns.
Evolving Technologies Expand Opportunities New standards in speech technology are giving a much-needed boost to the predominately proprietary IVR technology market.
Outbound IVR applications are simpler than inbound IVR applications, and require less intelligence to determine end-user goals.
II-14 Application Areas II-15 Basic Requirements for Deploying an IVR System II-15 IVR System Development II-16 Higher-End Tools II-16 What is Speech Recognition?
The developed markets of North America and EMEA have higher adoption rates for the open standard software-based IVR than other markets.
Learn of IVR spending by geography, DTMF vs speech, traditional vs Voice-XML and IP vs TDM.
The final brief projects the impact of a nascent technology, Video IVR, onto the IVR market into the future.