Glossary

IVR

IVR (Interactive Voice Response) is a specific technology allowing humans and computers to interact through voice or DTMF tones via keypad. IVR systems are most often used by businesses and call centers to route incoming call traffic.

Most often, callers are asked to select a number from a list of options to be routed to the right department (For example, “press 1 for Sales, press 2 for Support”). However, with advances in voice recognition many business are moving to systems where the caller can simply say what they are calling about and the system can route them appropriately.

Terms Related to IVR

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