What is IVR?

IVR is an acronym for interactive voice response, an advanced telephone technology that enables a computer to generate and direct events by detecting the difference among a live voice, a touch-tone, and a prerecorded message. Ideally, an IVR system should streamline communication between a business and a customer and help save money by eliminating the need for large call centers.

How is IVR used?

IVR can be used in a number of creative ways. Most of us have experienced IVR in action when calling a customer service line that gives us the option to “press” or “say” a number that corresponds with our selection. For example, imagine you call your bank to get information on your account. In many cases, after a brief welcome message, you will be invited to “press or say -1- for information on your account," “press or say -2- to speak to a customer service representative,” or “press or say -3- to end this call.” If you have experienced this kind of scenario while calling any type of customer service line, you have likely experienced IVR.

How does IVR work?

Consider the scenario in the paragraph above. Now, imagine you have chosen option “1” as the purpose of your call is to check your account balance and see if your recent deposit has cleared. Whether you press the number one on your touch-tone phone or say the number one aloud, IVR will listen to and analyze your response, subsequently directing the automated customer service system to play the next set of prerecorded messages based on your selection. In this case, after pressing or saying the number one, you would likely hear a message like, “Please enter your account number using the touch-tone keypad or voice it aloud.” Following the prompts, you would then enter or say your account number, which would lead you to the next menu of options, and so on, until you have completed your call or opted to speak to a live customer service representative.

Who uses IVR?

Businesses that experience a high volume of calls often use IVR, as do companies who experience a substantial volume of calls after hours.

Additional Resources

Ifbyphone Glossary

Ifbyphone Blog

Ifbyphone Services