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About IVR (Interactive Voice Response)

Interactive Voice Response (IVR) is software that provides a series of interactive menu options to a person that calls a customer support phone number. IVR software in a call center can accept either telephone touch-tone keypad input or voice input from the caller. Using computer telephony integration (CTI), IVR software can "hand off" a call to a company representative.

The use of IVR in inbound call centers can dramatically increase the number of calls, while decreasing costs, that a company can handle. However, it is important that IVR be setup logically and simply so as not to confuse or frustrate callers with an overly long or complex series of menu options and choices. In addition, consider having a voiceover professional do the IVR recordings.

More IVR info