Interactive Voice Response or IVR is a telephone technology that allows customers to interact with the company’s host system through configurable voice menus, in real time, using DTMF tones.
How does an IVR System operate?
In an Interactive Voice Response system, callers are given the choice to select options by pressing digits. The press of the digit on the telephone keypad sends a DTMF tone to the company host system which then selects the appropriate action / response according to the digit pressed.
Where are IVR Systems Used?
IVR systems can normally handle and service high volumes of phone calls. With an Interactive Voice Response system, businesses can reduce costs and improve customers’ experience as Interactive Voice Response systems allow callers to get the information they need 24 hours a day without the need of costly human agents.
Some IVR applications include telephone banking, flight-scheduling information and televoting.
3CX has a built-in IVR that is designed to boost the competence of any business by increasing flexibility, simplifying processes and reducing costs, at the same time as improving customer satisfaction.